Higher education in the United States is rapidly moving toward a marketized model of service provision, one emphasizing marketing practices based upon relevance and student satisfaction. The results of the study reported herein suggest that such strategies may not ensure equal balance between...

This paper focuses on dimensions of the perceived service quality measurement for business schools. We propose an adapted SERVQUAL measure of expected and perceived quality, where employees at business schools are split into two groups: faculty and administrative staff, and assessed separately....

Competition is becoming increasingly intense among service organizations, and one of the most profitable service sectors of Malaysia is the higher education sector. This stiff competition requires tertiary institutions to satisfy their clients. Hence, measuring students’ satisfaction becomes...

[ES] El proceso de Bolonia ha remarcado una perspectiva institucional en la preocupación por la gestión de la calidad del servicio prestado en las universidades y otras instituciones de enseñanza superior. La calidad del servicio en la educación superior no se centra exclusivamente en el...

The purpose of this study is to analyze which factors have influence on the satisfaction of customers in service sector which can ultimately affects organization’s profitability. This study attempts to examine the relationship between students’ satisfaction and others variables such as...

The purpose of this study was to ascertain business students¡¯ perception of quality of service provided by public and private universities in Kenya. As a comparative study, it aimed at understanding how various factors or dimensions of service quality affected their perception within a...

In this research paper the methodological development of a new model, namely SQM-HEI (Service Quality Measurement in Higher Education in India) for the measurement of service quality in higher educational institutions is developed. Three dimensions are arrived namely Teaching Methodology(TM),...

We develop and empirically validate a student satisfaction modelling technology-enabled university environments. We use focus groups at a university in Dubai and an intensive literature review to propose a theoretical model that involves different types of student interactions; perceptions of...