Revisiting Perceived Service Quality in Higher Education: Uncovering Service Quality Dimensions for Postgraduate Students

Autor/inn/en	El Alfy, Shahira; Abukari, Abdulai
Titel	Revisiting Perceived Service Quality in Higher Education: Uncovering Service Quality Dimensions for Postgraduate Students
Quelle	In: Journal of Marketing for Higher Education, 30 (2020) 1, S.1-25 (25 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Zusatzinformation	ORCID (El Alfy, Shahira)
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0884-1241
DOI	10.1080/08841241.2019.1648360
Schlagwörter	Higher Education; Educational Quality; Graduate Students; College Faculty; Teacher Attitudes; Marketing; Student Attitudes; Correlation; Student Role; Content Analysis; Academic Support Services; College Administration; Educational Facilities; Foreign Countries; United Arab Emirates + Suchen Sie Ihr Suchwort? Hochschulbildung; Hochschulsystem; Hochschulwesen; Quality of education; Bildungsqualität; Graduate Study; Student; Students; Aufbaustudium; Graduiertenstudium; Hauptstudium; Studentin; Fakultät; Lehrerverhalten; Schülerverhalten; Korrelation; Inhaltsanalyse; College administrators; Hochschulverwaltung; Bildungsstätte; Ausland; Vereinigte Arabische Emirate
Abstract	Perceived service quality in higher education and its antecedents have been one of the significant issues worldwide. Despite being studied over decades, service quality (SQ) remains a crucial area of research due to its dynamic and contextual nature, among other reasons. The main research objective is to uncover the dimensions constituting SQ from the perspectives of postgraduate students and university staff to provide a better understanding of key elements of the SQ. The current research incorporated relevant theories and concepts from both marketing and higher education literature and employed in-depth interviews with students and staff for data collection. Interviewees' insights were analyzed using content analysis. A conceptual model is developed to explain the suggested relationship among study variables. Based on qualitative data analysis, four dimensions of SQ emerged, namely academic services, academic facilities, administrative services, and students' service role. Additionally, performance and employee orientation are found to affect SQ. Research findings can guide education managers and academicians to consider students' service role as an integral dimension of SQ and find new ways to improve it. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2024/1/01