scholarly journals Service Quality in Sport: A Higher Education Perspective

2013 ◽  
Vol 5 (2) ◽  
pp. 99-105 ◽  
Author(s):  
Dayaneethie Veerasamy ◽  
Magalingam Atheeshey Pillay .
Keyword(s):  
Physical Activity ◽  
Higher Education ◽  
Service Quality ◽  
Student Participation ◽  
Participation Rate ◽  
Competitive Sport ◽  
General Decline ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The University

Although the University remains a strong competitor in major sport codes, there has been a general decline in student participation in physical activity. This is evident by the low participation rate of students in competitive sport. The aim of this paper was to investigate students’ expectations and perceptions of the sport offering at the University. A total of 400 students completed the survey using a questionnaire developed from the SERVQUAL instrument. All the service quality dimensions in the students’ surveys of sport at the University contain negative mean gap scores. From these findings, the Sport department at the University can identify specific gaps in the service quality dimensions and seek to close them. Service quality dimensions that are deemed to be good predictors of service quality have been related to factors relating to tangibility, reliability and responsiveness. The University should address these dimensions in its attempt to improve on service quality. The reliability dimension, which has emerged as the most important service quality predictor, needs the most attention.

A look at university student service quality and satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ling Kee Htang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The One ◽  
The University

Purpose The purpose of this study is to investigate university students’ perception of service quality and satisfaction in a developing country to guide quality improvement. Design/methodology/approach The study uses a quantitative survey design. A new instrument has been developed to measure student perceived service quality. Data was collected from 182 undergraduate students enrolled in a five-year BEd course at the one University of Education in Myanmar. Findings A significant gender difference was found only in one of the service quality dimensions, hostel facilities. There was a significant difference in student satisfaction in the year of study. Apart from cafeteria and hostel facilities, students’ perceived-level of service quality was significantly different. All service quality dimensions were significantly correlated with student satisfaction. Significant relationships were found among intention to leave the university, trust in management and overall satisfaction with the university. Research limitations/implications This study uses data collected from undergraduate students studying at the one University of Education in Myanmar in Myanmar. Practical implications The study adds on to the service quality literature on higher education in developing countries, specifically in Myanmar. The students’ perceived service quality dimensions resulting from this study can be applied by universities to evaluate their performance. Originality/value The research findings presented in this paper fill the gap in the existing literature by providing empirical knowledge on service quality measurement and student satisfaction in the higher education context. The study is among the first studies of students’ perception of service quality and satisfaction in Myanmar.

Dimensi Kualitas Layanan dan Pengaruhnya terhadap Loyalitas Mahasiswa dengan Tingkat Kepuasan sebagai Variabel Intervening

2019 ◽  
Vol 7 (2) ◽  
Author(s):  
Mister Candera ◽  
Gumar Herudiansyah
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Path Analysis ◽  
Student Satisfaction ◽  
Indirect Effect ◽  
Direct Influence ◽  
Indirect Influence ◽  
Student Loyalty ◽  
Quality Dimensions ◽  
Service Quality Dimensions

<p><em>This study aims to analyze and describe the direct influence and indirect influence of service quality dimensions on student loyalty through student satisfaction. This study uses perimer data collected through questionnaires with a total of 350 students. Analysis of the data used is Path Analysis. Based on the results of the analysis it was found that tangible has a direct and indirect effect on student loyalty through student satisfaction. reliable variables, responsiveness, and empathy have a direct but not significant effect on loyalty. These three variables have a significant effect on student satisfaction. Meanwhile, assurances have an effect and are not significant towards student loyalty either directly or indirectly through student satisfaction. The results of this study can be used as information for Higher Education in making and implementing policies, so that students are more loyal to Higher Education as a place for respondents to study. </em></p><p><em> </em></p><p><strong><em>Keywords: Dimensions of Service Quality, Satisfaction, and Loyalty</em></strong></p>

scholarly journals SERVICE QUALITY DIMENSIONS (SQDS): A COMPREHENSIVE PROPOSAL FOR APPLICATION IN HIGHER EDUCATION

2008 ◽  
pp. 121-134
Author(s):  
Arash Shahin ◽  
Mehdi Jamshidian
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Academic Research ◽  
Vital Role ◽  
Improvement Program ◽  
The Past ◽  
Education Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Simultaneous Evolution

In any quality improvement program, measurement plays a vital role as it provides information for decision making. On the other hand, finding the dimensions of quality is a pre-requisite for the measurement process. Despite the diverse resources on the general dimensions of service quality, little work has been conducted on public services and in particular on higher education. It seems that during the past decades, globalization and quality assurance have developed into systematic characteristics of higher education. In spite of their simultaneous evolution, however, actual links between the two phenomena occurred only recently and establishing a comprehensive set of higher education service quality dimensions seems necessary in order to support such linkages. In this paper, some of the existing sets of Service Quality Dimensions (SQDs), proposed for higher education services have been reviewed. The findings have also been compared and integrated with a general and comprehensive iist of SQDs, compiled during an investigation carried out at an international academic research center. The paper presents a new comprehensive set of SQDs for the higher education applications, at national and international levels.

scholarly journals Service quality in higher education: Applying HEdPERF scale in Vietnamese universities

2021 ◽  
Vol 11 (1) ◽  
pp. 101-115
Author(s):  
Le Dinh Minh Tri ◽  
Tran Thi Hoang Lam ◽  
Nguyen Quang Trang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Two Dimensions ◽  
Education Sector ◽  
Quality Model ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Quality In Higher Education ◽  
General Service

As the higher education sector is more competitive and globalized, service quality and student satisfaction are increasingly essential and attract more attention. However, research on this topic usually employed general service models applied for the higher education context. This paper investigates the service quality in higher education by combining the HEdPERF model and the popular two-dimensional service quality model to link the general and context-focused perspective. Data were obtained from 335 respondents who are students in Vietnamese universities. Findings indicate the effects of functional and technical service quality on student satisfaction and determine each HEdPERF dimension’s relationships on the two dimensions of service quality. This study contributes to understanding the path from service performance in the higher education sector, service quality dimensions, and satisfaction. This also provides suggestions for Vietnamese universities in improving their performance and services.

scholarly journals An Empirical Model of Students Satisfaction and Service Quality of Jahangirnagar University

2018 ◽  
Vol 13 ◽  
pp. 2806-2814
Author(s):  
Moyazzem Hossain
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Educational Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Level Of Significance ◽  
The University ◽  
The Relationship ◽  
Students Satisfaction

Satisfaction is a state felt by a person who has experienced performance or an outcome that fulfill his or her expectation and service quality is an important parameter of educational excellence. This study attempts to examine the relationship between service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) and students’ satisfaction. The results exhibit that there is a significant correlation among all the constructs with student satisfaction at 1% level of significance. The results also depict that the tangibles factor is the most important factor which includes a group of statements related to the environment and facilities provided by the university. Therefore, this paper will be helpful for institutions in order to enhance the quality of educational services.

scholarly journals The Determinant of Service Quality Measurement in the Case of Addis Ababa University, Ethiopia

2019 ◽  
pp. 1-19
Author(s):  
Simachew Alemneh Haile
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Addis Ababa ◽  
Quality Measurement ◽  
Education Institution ◽  
Teaching Methodology ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Addis Ababa University ◽  
The University

Service quality has played a significant role in the Higher education institution. It is essential that Higher education institution recognizes student perceptions and expectations and those factors that influence their satisfaction with the service provided. The purpose of this research is to assess students’ satisfaction and Service Quality in Addis Ababa University during the year of 2012. To address this objective, descriptive survey method was employed since it is believed that the method is more appropriate for gathering relevant research information on the measurement of service quality. A 42-items Service quality measurement in the Higher education scale having the six basic service quality dimensions, viz., Teaching Methodology (TM), Environmental Change in the Study Factor(ECSF), disciplinary measures are taken, students’ complaints and response practices, students demographic profile information and overall rating of the service quality, satisfactory level of service were used. Data were collected through a structured questionnaire from the prospective undergraduate and postgraduate student of Addis Ababa University. A total of 331 respondents were selected using stratified random sampling from each college found in the University. The data collected are analyzed from the entire sample. Data analyses have been performed with Statistical Packages for Social Sciences (SPSS) using a technique that includes descriptive statistics, regression analysis and ANOVA test. The major finding of the study indicates that the overall impression given by the students is that they are considerably dissatisfied than satisfied. However, on an individual item basis, graduate level of satisfaction varies from an undergraduate level of satisfaction from item to item. The perception level of students in the four quality dimensions is either moderate or to the lower level. The perception levels are 2.91, 2.83, 2.97 and 2.54 respectively, for the four quality dimensions best faculty teaching methodology (TM), best physical infrastructure, disciplinary action is taken and student`s complaint and response practices). The perception levels of undergraduate and postgraduate students are not significantly different under each quality dimension. Based on the major finding of the study, the researcher recommends that quality in higher education is a holistic concept that should involve various stakeholders. Addis Ababa University should develop and maintain knowledge of the staff through scholarship and improved pedagogical skills possibly with latest technological aids. Moreover, it should create enabling working conditions for academic staff so that it will best promote effective teaching scholarship, research and extension work and enable its staff to carry out their professional tasks, and designing techniques that will encourage formal and informal contact between faculty/staff and students is essential so as partly enhance students’ educational experience by the university. Conclusively, the study proves that the perception level of students in the four quality dimensions is either moderate or to the lower level. There was no area where the university exceeded the students’ expectation.

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