文章基本信息

标题：South Africa University students’ perceptions of key education service quality determinants
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作者：Soni Sanjay ; Krishna Govender
期刊名称：Problems and Perspectives in Management
印刷版ISSN：1727-7051
电子版ISSN：1810-5467
出版年度：2018
卷号：16
期号：3
页码：377-388
DOI：10.21511/ppm.16(3).2018.30
语种：English
出版社：LLC "CPC "Business Perspectives"
摘要：Understanding higher education (HE) service quality is critical for success in a highly competitive environment,since through a better understanding of the determinants of HE service quality,HE managers and leaders could better manage HE service quality better.A survey was conducted among a purposive judgmental sample of 400 stu_x005f_x005f_x0002_dents,from two HE institution campuses in SA,to identify their perceptions of key service quality determinants (KSQDs),and the importance of the KSQDs,by using a semi-structured questionnaire.It was ascertained that students ranked KSQDs as follows:Responsiveness,Assurance,Reliability,Tangibles,and Empathy (RARTE),and in terms of their importance,the KSQDs were ranked as follows:Responsiveness,Reliability,Assurance,Empathy and Tangibles (RRAET).Higher education leadership should take note of the KSQDs and focus their resources on these in order to create an organization that is student-centric.
关键词：Understanding higher education (HE) service quality is critical for success in a highly competitive environment,since through a better understanding of the determinants of HE service quality,HE managers and leaders could better manage HE service quality better.A survey was conducted among a purposive judgmental sample of 400 stu_x005f_x005f_x0002_dents,from two HE institution campuses in SA,to identify their perceptions of key service quality determinants (KSQDs),and the importance of the KSQDs,by using a semi-structured questionnaire.It was ascertained that students ranked KSQDs as follows:Responsiveness,Assurance,Reliability,Tangibles,and Empathy (RARTE),and in terms of their importance,the KSQDs were ranked as follows:Responsiveness,Reliability,Assurance,Empathy and Tangibles (RRAET).Higher education leadership should take note of the KSQDs and focus their resources on these in order to create an organization that is student-centric.