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An Empirical Investigation into the Construct of Higher Education Service Quality

Yıl 2011, Cilt: 1 Sayı: 3, 30 - 42, 01.09.2011

Jaroslav Dado Janka Taborecka-petrovicova Dejan Riznic Tamara Rajic

Öz

The paper addresses the issue of higher education service quality measurement and stresses the need of devising psychometrically as well as diagnostically sound measurement instruments, suitable to the context being investigated. The study builds upon the SERVQUAL scale, the inventory successfully tried and tested across a broad spectrum of service industries. Notwithstanding significant resemblance with the original five dimensions of service quality, research findings indicate six-dimensional structure of the construct of higher education service quality. Study performed on a sample of Engineering Management students reveals perceptions falling short of expectations across all of the determinants of service quality. The largest negative gap between students’ perceptions and expectations has been discovered concerning the potential for future career development, whereas research findings indicate the same dimension to be the most important predictor of students’ future behavioral intentions. In an attempt to inspire further interests in this field, managerial implications and directions for future research have been discussed.

Anahtar Kelimeler

Higher education Service quality measurement SERVQUAL

Yıl 2011, Cilt: 1 Sayı: 3, 30 - 42, 01.09.2011

Jaroslav Dado Janka Taborecka-petrovicova Dejan Riznic Tamara Rajic

Öz

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Ayrıntılar

Diğer ID JA59RT98SD
Bölüm Araştırma Makalesi
Yazarlar

Jaroslav Dado Bu kişi benim

Janka Taborecka-petrovicova Bu kişi benim

Dejan Riznic Bu kişi benim

Tamara Rajic Bu kişi benim

Yayımlanma Tarihi 1 Eylül 2011
Yayımlandığı Sayı Yıl 2011 Cilt: 1 Sayı: 3

Kaynak Göster

APA Dado, J., Taborecka-petrovicova, J., Riznic, D., Rajic, T. (2011). An Empirical Investigation into the Construct of Higher Education Service Quality. International Review of Management and Marketing, 1(3), 30-42.
AMA Dado J, Taborecka-petrovicova J, Riznic D, Rajic T. An Empirical Investigation into the Construct of Higher Education Service Quality. IRMM. Eylül 2011;1(3):30-42.
Chicago Dado, Jaroslav, Janka Taborecka-petrovicova, Dejan Riznic, ve Tamara Rajic. “An Empirical Investigation into the Construct of Higher Education Service Quality”. International Review of Management and Marketing 1, sy. 3 (Eylül 2011): 30-42.
EndNote Dado J, Taborecka-petrovicova J, Riznic D, Rajic T (01 Eylül 2011) An Empirical Investigation into the Construct of Higher Education Service Quality. International Review of Management and Marketing 1 3 30–42.
IEEE J. Dado, J. Taborecka-petrovicova, D. Riznic, ve T. Rajic, “An Empirical Investigation into the Construct of Higher Education Service Quality”, IRMM, c. 1, sy. 3, ss. 30–42, 2011.
ISNAD Dado, Jaroslav vd. “An Empirical Investigation into the Construct of Higher Education Service Quality”. International Review of Management and Marketing 1/3 (Eylül 2011), 30-42.
JAMA Dado J, Taborecka-petrovicova J, Riznic D, Rajic T. An Empirical Investigation into the Construct of Higher Education Service Quality. IRMM. 2011;1:30–42.
MLA Dado, Jaroslav vd. “An Empirical Investigation into the Construct of Higher Education Service Quality”. International Review of Management and Marketing, c. 1, sy. 3, 2011, ss. 30-42.
Vancouver Dado J, Taborecka-petrovicova J, Riznic D, Rajic T. An Empirical Investigation into the Construct of Higher Education Service Quality. IRMM. 2011;1(3):30-42.