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Student perceptions of service quality in a UK university business and management faculty

Student perceptions of service quality in a UK university business and management faculty Student perceptions of service quality in higher education, particularly of the elements not directly involved with content and delivery of course units, are researched using a performance‐only adaptation of the SERVQUAL research instrument. A principal components factor analysis performed on data collected from a sample of 333 undergraduate business and management students suggests that students’ perceived service quality has three dimensions: “requisite elements”, which are essential to enable students to fulfil their study obligations; “acceptable elements”, which are desirable but not essential to students; and “functional elements”, which are of a practical or utilitarian nature. A comparison of perceptions of service quality between first and final year students suggests that perceptions of service quality elements change over a period of study, with “acceptable elements” having increasing importance. Implications for course management teams are discussed, and suggestions for further research are made. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality Assurance in Education Emerald Publishing

Student perceptions of service quality in a UK university business and management faculty

Brenda M. Oldfield; Steve Baron
Quality Assurance in Education , Volume 8 (2): 11 – Jun 1, 2000
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References (49)

Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0968-4883
DOI
10.1108/09684880010325600
Publisher site
See Article on Publisher Site

Abstract

Student perceptions of service quality in higher education, particularly of the elements not directly involved with content and delivery of course units, are researched using a performance‐only adaptation of the SERVQUAL research instrument. A principal components factor analysis performed on data collected from a sample of 333 undergraduate business and management students suggests that students’ perceived service quality has three dimensions: “requisite elements”, which are essential to enable students to fulfil their study obligations; “acceptable elements”, which are desirable but not essential to students; and “functional elements”, which are of a practical or utilitarian nature. A comparison of perceptions of service quality between first and final year students suggests that perceptions of service quality elements change over a period of study, with “acceptable elements” having increasing importance. Implications for course management teams are discussed, and suggestions for further research are made.

Journal

Quality Assurance in Education – Emerald Publishing

Published: Jun 1, 2000

Keywords: Service quality; Higher education; Consumer attitudes

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