文章基本信息

标题：Measuring Service Quality of a Multi-Disciplinary Engineering Course
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作者：How Meng Git ; How Meng Git ; Shaharin A. Sulaiman 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2012
卷号：56
页码：31-41
DOI：10.1016/j.sbspro.2012.09.629
语种：English
出版社：Elsevier
摘要：AbstractThis article demonstrates the use of SERVQUAL to measure the service quality of an engineering design course for undergraduates. With about five hundred students in every semester and the involvement of a large number of lecturers, effective administration of the course is crucial. SERVQUAL has been employed to measure the service quality provided to the students based on their level of satisfaction. The study is done empirically by analysing the difference between expectations and perceptions of the students, vis-̂-vis service quality. The outcome of the analysis would enable identification of future improvement in the aspect of administration of the course.
关键词：Education;Engineering;Multi-discipline;Service quality;SERVQUAL