Key service quality determinants of higher education student satisfaction based on gender

العناوين الأخرى

قياس رضا طلاب الدراسات العليا عن محددات جودة الخدمة بناء على الجنس

المؤلفون المشاركون

Govender, Krishna
Soni, Sanjay

المصدر

دراسات : العلوم التربوية

الناشر

الجامعة الأردنية عمادة البحث العلمي

تاريخ النشر

2017-12-31

دولة النشر

الأردن

عدد الصفحات

14

التخصصات الرئيسية

العلوم التربوية

الملخص الإنجليزي

Although numerous research studies have been conducted on service quality and student satisfaction, in South Africa there is a dearth of information about the association between service quality and student satisfaction, based specifically on the gender of the respondents.

In light of the aforementioned, this article examines the association between service quality and student satisfaction among a random sample of 191 university students using a structured questionnaire based on the popular SERVPERF measuring scale.

More specifically, the paper reports on a study to determine if there are specific dimensions of service quality, based on gender, that have a significant effect on overall student satisfaction with the education service.

The data was analysed using multiple linear regression, whereby separate analyses were performed on both male and female student sample data, using a split file technique in SPSS.

The findings revealed that for male students, the only significant determinant of overall student satisfaction was the tangibility dimension of service quality, and for female students, responsiveness was the only significant determinant of overall satisfaction.

Hence, the findings confirm that different service quality dimensions determine the overall satisfaction of male and female students.

Although the results of this research should not be extrapolated beyond the study sample, they nevertheless provide new insight that can be further investigated on a broader scale in future studies.

نوع البيانات

أوراق مؤتمرات

رقم السجل

BIM-846046

• APA
• MLA
• AMA