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Service Quality in Higher Education: Expectations and Perceptions of Students

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Title: Service Quality in Higher Education: Expectations and Perceptions of Students
Language: English
Authors: Asim, Ahm (ORCID 0000-0002-4920-988X), Kumar, Naresh (ORCID 0000-0003-2031-3381)
Source: Asian Journal of Contemporary Education. 2018 2(2):70-83.
Availability: AESS Publications. 2637 East Atantic Boulevaard #43110, Pompano Beach, FL 33062. e-mail: editor@aessweb.com; Web site: http://www.aessweb.com/journals/5052
Peer Reviewed: Y
Page Count: 14
Publication Date: 2018
Document Type: Journal Articles
Reports - Research
Education Level: Higher Education
Postsecondary Education
Descriptors: Educational Quality, Higher Education, Expectation, School Holding Power, Graduate Students, Foreign Countries, Student Characteristics, Student Satisfaction, Gender Differences, Student College Relationship, Predictor Variables
Geographic Terms: Maldives
ISSN: 2617-1252
Abstract: Quality of services, as judged by students, has become paramount to attract and retain students in the competitive atmosphere of higher education provision in the Maldives. With increasing awareness, students demand wider choices. Postgraduate students were targeted to ascertain their expectations and perceptions about the quality of services at selected higher learning institution (HEI) in the Maldives. Quantitative data was collected using the SERVQUAL instrument. A cross-sectional survey design was employed, and 72 samples were obtained. The data were analyzed using the statistical package SPSS version 23. After application of Pearson correlation tests and multiple regression analysis, the findings revealed that there was a positive but a weak relationship between expectations and perceptions on all the five different dimensions of the SERVQUAL instrument. Interaction effects related to expectations and perceptions between four different groups were tested using MANOVAs. The results were detected only between groups of males and females and in all the other three pairs of groups, null hypotheses were accepted. Implications and suggestions for future research discussed.
Abstractor: As Provided
Entry Date: 2020
Accession Number: EJ1265991
Database: ERIC
FullText Text:
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  Data: Service Quality in Higher Education: Expectations and Perceptions of Students
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  Data: <searchLink fieldCode="AR" term="%22Asim%2C+Ahm%22">Asim, Ahm</searchLink> (ORCID <externalLink term="https://orcid.org/0000-0002-4920-988X">0000-0002-4920-988X</externalLink>)<br /><searchLink fieldCode="AR" term="%22Kumar%2C+Naresh%22">Kumar, Naresh</searchLink> (ORCID <externalLink term="https://orcid.org/0000-0003-2031-3381">0000-0003-2031-3381</externalLink>)
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  Data: <searchLink fieldCode="SO" term="%22Asian+Journal+of+Contemporary+Education%22"><i>Asian Journal of Contemporary Education</i></searchLink>. 2018 2(2):70-83.
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  Data: AESS Publications. 2637 East Atantic Boulevaard #43110, Pompano Beach, FL 33062. e-mail: editor@aessweb.com; Web site: http://www.aessweb.com/journals/5052
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  Data: 14
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  Data: <searchLink fieldCode="EL" term="%22Higher+Education%22">Higher Education</searchLink><br /><searchLink fieldCode="EL" term="%22Postsecondary+Education%22">Postsecondary Education</searchLink>
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  Data: <searchLink fieldCode="DE" term="%22Educational+Quality%22">Educational Quality</searchLink><br /><searchLink fieldCode="DE" term="%22Higher+Education%22">Higher Education</searchLink><br /><searchLink fieldCode="DE" term="%22Expectation%22">Expectation</searchLink><br /><searchLink fieldCode="DE" term="%22School+Holding+Power%22">School Holding Power</searchLink><br /><searchLink fieldCode="DE" term="%22Graduate+Students%22">Graduate Students</searchLink><br /><searchLink fieldCode="DE" term="%22Foreign+Countries%22">Foreign Countries</searchLink><br /><searchLink fieldCode="DE" term="%22Student+Characteristics%22">Student Characteristics</searchLink><br /><searchLink fieldCode="DE" term="%22Student+Satisfaction%22">Student Satisfaction</searchLink><br /><searchLink fieldCode="DE" term="%22Gender+Differences%22">Gender Differences</searchLink><br /><searchLink fieldCode="DE" term="%22Student+College+Relationship%22">Student College Relationship</searchLink><br /><searchLink fieldCode="DE" term="%22Predictor+Variables%22">Predictor Variables</searchLink>
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  Data: <searchLink fieldCode="DE" term="%22Maldives%22">Maldives</searchLink>
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  Data: 2617-1252
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  Label: Abstract
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  Data: Quality of services, as judged by students, has become paramount to attract and retain students in the competitive atmosphere of higher education provision in the Maldives. With increasing awareness, students demand wider choices. Postgraduate students were targeted to ascertain their expectations and perceptions about the quality of services at selected higher learning institution (HEI) in the Maldives. Quantitative data was collected using the SERVQUAL instrument. A cross-sectional survey design was employed, and 72 samples were obtained. The data were analyzed using the statistical package SPSS version 23. After application of Pearson correlation tests and multiple regression analysis, the findings revealed that there was a positive but a weak relationship between expectations and perceptions on all the five different dimensions of the SERVQUAL instrument. Interaction effects related to expectations and perceptions between four different groups were tested using MANOVAs. The results were detected only between groups of males and females and in all the other three pairs of groups, null hypotheses were accepted. Implications and suggestions for future research discussed.
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      – Text: English
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        PageCount: 14
        StartPage: 70
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      – SubjectFull: Educational Quality
        Type: general
      – SubjectFull: Higher Education
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      – SubjectFull: Expectation
        Type: general
      – SubjectFull: School Holding Power
        Type: general
      – SubjectFull: Graduate Students
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      – SubjectFull: Foreign Countries
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      – SubjectFull: Student Characteristics
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      – SubjectFull: Student Satisfaction
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      – SubjectFull: Gender Differences
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      – SubjectFull: Student College Relationship
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      – SubjectFull: Predictor Variables
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      – SubjectFull: Maldives
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      – TitleFull: Service Quality in Higher Education: Expectations and Perceptions of Students
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