文章基本信息

标题：Dimensions of Service Quality at Private Higher Education Institutions in Sri Lanka
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作者：Chandrani Nanda Kumari Adikaram ; Mohd Shukri Ab Yajid ; Ali Khatibi 等
期刊名称：European Journal of Business and Management
印刷版ISSN：2222-2839
电子版ISSN：2222-2839
出版年度：2015
卷号：7
期号：30
页码：16-30
语种：English
出版社：The International Institute for Science, Technology and Education (IISTE)
摘要：The purpose of this paper is to analyse five RATER (Reliability, Assurance, Tangibles, Empathy and Responsiveness) dimensions, lead to service quality in private Higher Education Institutions (HEIs) in Sri Lanka. In total, 484 undergraduate students participated in a questionnaire survey in 46 private HEIs. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse the effect of RATER dimensions towards service quality. Results indicate that the service seeker (students) – service provider (HEIs) relationship, quality of service on RATER dimensions and mindfulness of staff of HEIs have a positive impact on service quality. Findings of this research will help the senior management of HEIs to formulate effective strategies to build in service quality culture to ensure a better quality of service to students of HEIs, thereby, attracting, gaining and retaining more students in the programmes on offer. This paper will help the management of HEIs and service providers to analyse student perception towards private HEIs.
关键词：RATER dimensions; Service quality; Higher Education