Service quality in higher education : identifying core determinants and sub-factors from postgraduate students’ perspective in the Gaza Strip
العناوين الأخرى
جودة الخدمات في التعليم العالي : تعريف المحددات الرئيسية و العوامل الفرعية من وجهة نظر طلبة الدراسات العليا في قطاع غزة
مقدم أطروحة جامعية
Farwanah, Muhammad Nabil Salim
مشرف أطروحة جامعية
al-Shukri, Abd Ahmad
Ashur, Yusuf Husayn Mahmud
الجامعة
الجامعة الإسلامية
الكلية
كلية التجارة
القسم الأكاديمي
قسم إدارة الأعمال
دولة الجامعة
فلسطين (قطاع غزة)
الدرجة العلمية
ماجستير
تاريخ الدرجة العلمية
2018
الملخص الإنجليزي
This study attempts to identify the main determinants and sub-factors of service quality from a postgraduate students’ perspective in higher education institutions in the Gaza strip, i.e.
to understand the students’ needs, as primary customers, via their perception of quality.
It also aims to augment the administrative and academic component of people concerned with this issue, in order to stimulate a supportive learning environment (processes and offered services).
This study implemented firstly a qualitative approach, namely, two focus groups to obtain relevant core determinants and sub-factors.
Then a quantitative approach was conducted by developing a questionnaire, depending on the findings of the focus groups discussion.
The developed questionnaire has eight core determinants and 41 sub-factors.
The results provide empirical evidence that the core determinants of service quality in higher education from perspective of postgraduate students' are: (Tangibles, Course Content, Academic Staff Efficiency, Empathy, Responsiveness, Economic Side, Reputation and Attention for Research).
The overall rate of relative importance of outputs was 81.7%, which is highly accepted percentage.
The dimensions (Academic Staff Efficiency, Attention for Research and Tangibles (Physical Environment)) have the highest importance with relative weights (86.8 %, 85.5 %, 84.2 %) respectively.
The Findings of the research can be used by decision makers in the field of Higher Education, to satisfy the requirements and expectations of postgraduate student’s.
In addition, it can be used in further studies to evaluate the real service quality in higher education institutions that provide postgraduate programs.
التخصصات الرئيسية
الموضوعات
عدد الصفحات
90
قائمة المحتويات
Table of contents.
Abstract.
Abstract in Arabic.
Chapter One : Introduction.
Chapter Two : Literature review.
Chapter Three : Methodology.
Chapter Four : Data analysis and discussion.
Chapter Five : Conclusions and recommendations.
References.
نمط استشهاد جمعية علماء النفس الأمريكية (APA)
Farwanah, Muhammad Nabil Salim. (2018). Service quality in higher education : identifying core determinants and sub-factors from postgraduate students’ perspective in the Gaza Strip. (Master's theses Theses and Dissertations Master). Islamic University, Palestine (Gaza Strip)
https://search.emarefa.net/detail/BIM-911791
نمط استشهاد الجمعية الأمريكية للغات الحديثة (MLA)
Farwanah, Muhammad Nabil Salim. Service quality in higher education : identifying core determinants and sub-factors from postgraduate students’ perspective in the Gaza Strip. (Master's theses Theses and Dissertations Master). Islamic University. (2018).
https://search.emarefa.net/detail/BIM-911791
نمط استشهاد الجمعية الطبية الأمريكية (AMA)
Farwanah, Muhammad Nabil Salim. (2018). Service quality in higher education : identifying core determinants and sub-factors from postgraduate students’ perspective in the Gaza Strip. (Master's theses Theses and Dissertations Master). Islamic University, Palestine (Gaza Strip)
https://search.emarefa.net/detail/BIM-911791
لغة النص
الإنجليزية
نوع البيانات
رسائل جامعية
رقم السجل
BIM-911791
قاعدة معامل التأثير والاستشهادات المرجعية العربي "ارسيف Arcif"
أضخم قاعدة بيانات عربية للاستشهادات المرجعية للمجلات العلمية المحكمة الصادرة في العالم العربي
تقوم هذه الخدمة بالتحقق من التشابه أو الانتحال في الأبحاث والمقالات العلمية والأطروحات الجامعية والكتب والأبحاث باللغة العربية، وتحديد درجة التشابه أو أصالة الأعمال البحثية وحماية ملكيتها الفكرية. تعرف اكثر