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

إدارة الأعمال

الموضوعات

• التعليم العالي
• الطلاب
• 13
• 14
• قطاع غزة
• جودة الخدمات

عدد الصفحات

90

قائمة المحتويات

• APA
• MLA
• AMA

لغة النص

الإنجليزية

نوع البيانات

رسائل جامعية

رقم السجل

BIM-911791