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Pregled bibliografske jedinice broj: 152778

SERVQUAL versus UNIQUAL: Student's Expectations and Perceptions in Croatian Higher Education


Marković, Suzana
SERVQUAL versus UNIQUAL: Student's Expectations and Perceptions in Croatian Higher Education // Conference Proceedings of 3rd Global Conference of Business & Economics / Gupta, Atul (ur.).
Amsterdam, Netherland, 2004. (plenarno, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)


Naslov
SERVQUAL versus UNIQUAL: Student's Expectations and Perceptions in Croatian Higher Education

Autori
Marković, Suzana

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Conference Proceedings of 3rd Global Conference of Business & Economics / Gupta, Atul - Amsterdam, Netherland, 2004

Skup
3rd Global Conference of Business and Economics

Mjesto i datum
Amsterdam, Nizozemska, 09-11.07.2004

Vrsta sudjelovanja
Plenarno

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
SERVQUAL; UNIQUAL; service quality; factor analysis; reliability analysis; higher education; Croatia

Sažetak
The SERVQUAL has been one of the most widely used and applied scales for the measurement of expected and perceived service quality in recent years. The aims of the present research are to: (1) assess the students' expectations and perceptions of service quality in Croatian higher education, (2) assess gaps between student's expectations and perceptions, (3) test the reliability of an modified SERVQUAL scale (nemed UNIQUAL), (4) establish the number of dimensions of service quality in the tourism and hospitality management higher education, (5) determine which dimension is the best predictor of overall service quality.

Izvorni jezik
Engleski



POVEZANOST RADA


Autor s matičnim brojem:
Suzana Marković, (211434)