当前位置: X-MOL 学术J. Mark. High. Educ. › 论文详情
Our official English website, www.x-mol.net, welcomes your feedback! (Note: you will need to create a separate account there.)
Revisiting perceived service quality in higher education: uncovering service quality dimensions for postgraduate students
Journal of Marketing for Higher Education ( IF 3.906 ) Pub Date : 2019-07-31 , DOI: 10.1080/08841241.2019.1648360
Shahira El Alfy 1 , Abdulai Abukari 2
Affiliation  

ABSTRACT

Perceived service quality in higher education and its antecedents have been one of the significant issues worldwide. Despite being studied over decades, service quality (SQ) remains a crucial area of research due to its dynamic and contextual nature, among other reasons. The main research objective is to uncover the dimensions constituting SQ from the perspectives of postgraduate students and university staff to provide a better understanding of key elements of the SQ. The current research incorporated relevant theories and concepts from both marketing and higher education literature and employed in-depth interviews with students and staff for data collection. Interviewees’ insights were analyzed using content analysis. A conceptual model is developed to explain the suggested relationship among study variables. Based on qualitative data analysis, four dimensions of SQ emerged, namely academic services, academic facilities, administrative services, and students’ service role. Additionally, performance and employee orientation are found to affect SQ. Research findings can guide education managers and academicians to consider students’ service role as an integral dimension of SQ and find new ways to improve it.



中文翻译:

重新审视高等教育中的感知服务质量:揭示研究生的服务质量维度

摘要

高等教育及其前身的服务质量一直是世界范围内的重要问题之一。尽管已经进行了数十年的研究,但由于服务质量(SQ)的动态和上下文性质以及其他原因,它仍然是研究的关键领域。主要研究目标是从研究生和大学职员的角度揭示构成SQ的维度,以更好地理解SQ的关键要素。当前的研究结合了市场营销和高等教育文献中的相关理论和概念,并对学生和员工进行了深度访谈以收集数据。使用内容分析来分析受访者的见解。开发了概念模型来解释研究变量之间的建议关系。根据定性数据分析,SQ出现了四个维度,即学术服务,学术设施,行政服务和学生的服务角色。此外,发现绩效和员工取向会影响SQ。研究结果可以指导教育管理者和院士将学生的服务角色视为SQ的一个组成部分,并找到改善它的新方法。

更新日期:2019-07-31
down
wechat
bug