Measuring Service Quality in South Africa Higher Education: Developing a Multidimensional Scale

Gbadamosi, Gbolahan and De Jager, J. (2008) Measuring Service Quality in South Africa Higher Education: Developing a Multidimensional Scale. Global Business and Technology Association (GBATA).

View this record at http://eprints.worc.ac.uk/672/
Official URL: http://www.gbata.com/special.html

Abstract

Increased competition in the educational environment has contributed to the growing importance of service quality measurement at higher education institutions. This paper investigates aspects of service quality in higher education as a step towards developing a standardised scale for its measurement. Using structured questionnaires, survey data was collected from students (n = 391) from two South African universities. Findings indicate that the service quality in higher education scale is a multidimensional construct loading on 13 factors with reasonable reliability coefficient and some construct validity. Significant relationships were found among a number of study variables. Some further research directions were suggested and policy implications discussed.

Item Type: Book
Keywords: HD28 Management. Industrial Management, LB2300 Higher Education
Members: University of Worcester
Depositing User: ULCC Admin
Date Deposited: 05 Oct 2011 09:19
Last Modified: 08 Nov 2016 13:09
URI: http://collections.crest.ac.uk/id/eprint/1780

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