Please use this identifier to cite or link to this item: http://hdl.handle.net/10321/350
Title: Students' perceptions of service quality at the Durban University of Technology
Authors: Arpin, Justin
Keywords: Universities and colleges--Quality control;Universities and colleges--Evaluation;Marketing research;Consumers--Research
Issue Date: 2007
Abstract: Interest in the quality of university education has grown considerably over the last decade. Higher education institutions are increasingly placing greater emphasis on meeting students’ expectations and needs. As universities become more student orientated, student perceptions of higher educational facilities and services are becoming more important. It is apparent that there is a need to measure students’ perceptions of service quality at the Durban University of Technology. To investigate students’ perceptions of service quality, a study was conducted which was guided by four objectives. These objectives were: firstly, to identify students’ expectations in terms of higher educational services provided; secondly, to ascertain the perceptions of students towards the service the Durban University of Technology provides; thirdly, to measure the gaps between the expectations and perceptions, using the SERVQUAL score, and fourthly, to calculate and measure the score of the five SERVQUAL dimensions.
Description: Thesis (M.B.A.)-Business Studies Unit, Durban University of Technology, 2007. xiii, 112 leaves.
URI: http://hdl.handle.net/10321/350
Appears in Collections:Theses and dissertations (Management Sciences)

Files in This Item:
File Description SizeFormat 
Arpin_2007.pdf1.17 MBAdobe PDFThumbnail
View/Open
Show full item record

Page view(s) 5

1,833
checked on Oct 20, 2018

Download(s) 5

4,244
checked on Oct 20, 2018

Google ScholarTM

Check


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.