Naslov
Assessing Service Quality in Higher Education: The Use of Importance-Performance Analysis

Autori
Marković, Suzana ; Maškarin, Helga

Izvornik
Hotellink (1451-5113) 2005 (2005), 6; 211-221

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
service quality, SERVQUAL, higher education, importance-performance analysis, statistical analysis

Sažetak
The subject of quality in higher education has received increasing attention, following the pattern set by service industries in general. While there is little disagreement on the importance of service quality issues in higher education, a challenge facing practitioners is to identify and implement the most appropriate measurement tools in order to gain a better understanding of the quality issues that impact on students’ experiences. The present study examines the importance-performance analysis as a possible measure to assist managers and researchers in evaluating service quality in higher education. The adapted SERVQUAL questionnaire was based on service importance and performance. The main focus of this paper is to: (1) test the psychometric properties of scale (such as reliability), and (2) analyze dimensionality of the scale through an exploratory factor analysis.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA