본문 바로가기
HOME> 논문 > 논문 검색상세

논문 상세정보

Managing service quality v.6 no.3, 1996년, pp.31 - 35  

Managing service quality in HE: is SERVQUAL the answer? Part 2

Cuthbert, Peter F ;
  • 초록  

    Explains the need for a valid and reliable instrument for course managers to evaluate their product through customer feedback as part of the system of quality assurance. Examines the justification for viewing higher education as a service provision with the student body as the customer. Provides a short review of the existing tools for measuring student experience along with the rationale for testing a modified version of the SERVQUAL instrument. The instrument was completed by volunteers from three undergraduate degrees (n = 134) in class time just before the Christmas vacation. Analysis of the results revealed higher average perception scores than expectation scores on every dimension except tangibles. However, analysis also revealed rather lower reliability coefficients than achieved by Parasuraman or later replication studies. Factor analysis did not support the original five SERVQUAL dimensions in line with other replication studies. Considers the reasons for the low reliability score and the different factor structure. In particular, proposes the modified instrument's lack of focus on a specific aspect of the complex service experience as a possible source of error. Recommends that the elements of service quality should be revisited and a higher education specific instrument for course managers should be constructed.


  • 주제어

    Customer Service .   Management .   Measurement .   Quality Assurance.  

 활용도 분석

  • 상세보기

    amChart 영역
  • 원문보기

    amChart 영역

원문보기

무료다운로드
  • 원문이 없습니다.
유료다운로드

유료 다운로드의 경우 해당 사이트의 정책에 따라 신규 회원가입, 로그인, 유료 구매 등이 필요할 수 있습니다. 해당 사이트에서 발생하는 귀하의 모든 정보활동은 NDSL의 서비스 정책과 무관합니다.

NDSL에서는 해당 원문을 복사서비스하고 있습니다. 위의 원문복사신청 또는 장바구니 담기를 통하여 원문복사서비스 이용이 가능합니다.

이 논문과 함께 출판된 논문 + 더보기