Pregled bibliografske jedinice broj: 447672
Quality gap of educational services in viewpoints of students
Quality gap of educational services in viewpoints of students // Ekonomska misao i praksa : časopis Sveučilista u Dubrovniku, 18 (2009), 2; 279-298 (recenziran, prethodno priopćenje, znanstveni)
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Naslov
Quality gap of educational services in viewpoints of students
Autori
Legčević, Jelena
Izvornik
Ekonomska misao i praksa : časopis Sveučilista u Dubrovniku (1330-1039) 18
(2009), 2;
279-298
Vrsta, podvrsta i kategorija rada
Radovi u časopisima, prethodno priopćenje, znanstveni
Ključne riječi
service quality ; higher education ; measurement ; SERVQUAL
Sažetak
The aim of this study was to determine the quality gap of educational services by using a originally SERVQUAL instrument among students in Faculty of Law Osijek. In this study, a total of 479 students were selected randomly and asked to complete a questionnaire that was designed according to SERVQUAL methods. The results demonstrated that in each of the five SERVQUAL dimensions, there was a negative quality gap. The least and the most negative quality gap means were in the reliability (-3, 45) and empathy (-7, 86) dimensions respectively. Also, there were significant differences between perceptions and expectations of students in all of the five SERVQUAL dimensions (p < 0.001). Negative quality gaps mean students' expectations exceed their perceptions. Thus, improvements are needed across all five dimensions.
Izvorni jezik
Engleski
Znanstvena područja
Ekonomija
POVEZANOST RADA
Projekti:
MZOS-111-1111174-0935 - Javni menadžment-upravljanje kvalitetom usluga (Mujić, Nihada, MZOS ) ( CroRIS)
Ustanove:
Pravni fakultet, Osijek
Profili:
Jelena Legčević
(autor)
Citiraj ovu publikaciju:
Časopis indeksira:
- Web of Science Core Collection (WoSCC)
- Emerging Sources Citation Index (ESCI)
- EconLit
Uključenost u ostale bibliografske baze podataka::
- Journal of Economic Literature
- DOAJ
