Determinants of Quality Perception in Educational Administration: Potential Conflict between the Requirements of Internal and External Customers.
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| Title: | Determinants of Quality Perception in Educational Administration: Potential Conflict between the Requirements of Internal and External Customers. |
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| Language: | English |
| Authors: | Galloway, R. L., Wearn, Katrina |
| Source: | Educational Management & Administration. Jan 1998 26(1):35-48. |
| Peer Reviewed: | Y |
| Page Count: | 14 |
| Publication Date: | 1998 |
| Document Type: | Journal Articles Reports - Evaluative |
| Descriptors: | Attitude Measures, College Faculty, Educational Administration, Educational Improvement, Educational Quality, Efficiency, Foreign Countries, Higher Education, Teacher Attitudes |
| Geographic Terms: | United Kingdom (England) |
| ISSN: | 0263-211X |
| Abstract: | Attempts to measure perceived quality, based on customers' views within the context of a (British) university faculty office, using a modified SERVQUAL instrument. Internal customers demonstrated that perceived quality is driven by task-focused issues, stressing clarity, accuracy, and reliability. External customers, whose usage is more casual, judge quality on the basis of readily apparent, more superficial indicators. (19 references) (MLH) |
| Entry Date: | 1998 |
| Accession Number: | EJ562499 |
| Database: | ERIC |
| Abstract: | Attempts to measure perceived quality, based on customers' views within the context of a (British) university faculty office, using a modified SERVQUAL instrument. Internal customers demonstrated that perceived quality is driven by task-focused issues, stressing clarity, accuracy, and reliability. External customers, whose usage is more casual, judge quality on the basis of readily apparent, more superficial indicators. (19 references) (MLH) |
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| ISSN: | 0263-211X |
