BibTex RIS Kaynak Göster

Yıl 2017, Cilt: 7 Sayı: 3, 299 - 309, 01.09.2017

Eric E. Mang’unyi Krishna K. Govender

Öz

Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students

Yıl 2017, Cilt: 7 Sayı: 3, 299 - 309, 01.09.2017

Eric E. Mang’unyi Krishna K. Govender

Öz

The theory of higher education performance (HEdPERF) developed by Firdaus (2006), comprising academic, non-academic, reputation, access,
programme and health aspects of service quality (SQ), is adapted and used to interpret the customer satisfaction among a stratified sample of students
at private universities in Kenya, using a hypothetico-deductive viewpoint. From the data analysed from 522 self-completed surveys, it became
apparent from a prediction of the level of SQ delivered, that there were no significant differences across SQ indexes among the students. It is opined
that the “HEdPERF” model can enable HE managers to identify aspects by which students gauge the quality of the service. Managers need to pay
more attention on managing the students’ overall satisfaction, by bridgeng the “gap” through improved academic and health service provision. Future
researchers may also use combined methodological approaches to eliminate the limitations of a single method.

Anahtar Kelimeler

Private higher education Service quality Student satisfaction

Toplam 0 adet kaynakça vardır.

Ayrıntılar

Diğer ID JA35DB92MV
Bölüm Araştırma Makalesi
Yazarlar

Eric E. Mang’unyi Bu kişi benim

Krishna K. Govender Bu kişi benim

Yayımlanma Tarihi 1 Eylül 2017
Yayımlandığı Sayı Yıl 2017 Cilt: 7 Sayı: 3

Kaynak Göster

APA Mang’unyi, E. E., & Govender, K. K. (2017). Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students. International Review of Management and Marketing, 7(3), 299-309.
AMA Mang’unyi EE, Govender KK. Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students. IRMM. Eylül 2017;7(3):299-309.
Chicago Mang’unyi, Eric E., ve Krishna K. Govender. “Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction Among Private University Students”. International Review of Management and Marketing 7, sy. 3 (Eylül 2017): 299-309.
EndNote Mang’unyi EE, Govender KK (01 Eylül 2017) Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students. International Review of Management and Marketing 7 3 299–309.
IEEE E. E. Mang’unyi ve K. K. Govender, “Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students”, IRMM, c. 7, sy. 3, ss. 299–309, 2017.
ISNAD Mang’unyi, Eric E. - Govender, Krishna K. “Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction Among Private University Students”. International Review of Management and Marketing 7/3 (Eylül 2017), 299-309.
JAMA Mang’unyi EE, Govender KK. Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students. IRMM. 2017;7:299–309.
MLA Mang’unyi, Eric E. ve Krishna K. Govender. “Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction Among Private University Students”. International Review of Management and Marketing, c. 7, sy. 3, 2017, ss. 299-0.
Vancouver Mang’unyi EE, Govender KK. Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students. IRMM. 2017;7(3):299-30.