Pregled bibliografske jedinice broj: 152778
SERVQUAL versus UNIQUAL: Student's Expectations and Perceptions in Croatian Higher Education
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, 2004. (plenarno, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)
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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, 2004
Skup
3rd Global Conference of Business and Economics
Mjesto i datum
Amsterdam, Nizozemska, 09.07.2004. - 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
