東華大學圖書館 |

Language: English

Help

回圖書館首頁

手機版館藏查詢

Back

Switch To: Labeled | MARC Mode | ISBD

A study of service quality: Gap anal...

Harris, Bennie Lee.

Linked to FindBook

Google Book

Amazon

博客來

A study of service quality: Gap analysis of expectations versus performance perceptions of junior, senior, and graduate students.

Record Type:	Electronic resources : Monograph/item
Title/Author:	A study of service quality: Gap analysis of expectations versus performance perceptions of junior, senior, and graduate students./
Author:	Harris, Bennie Lee.
Description:	194 p.
Notes:	Source: Dissertation Abstracts International, Volume: 63-11, Section: A, page: 4015.
Contained By:	Dissertation Abstracts International63-11A.
Subject:	Business Administration, Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3069754
ISBN:	049389425X

A study of service quality: Gap analysis of expectations versus performance perceptions of junior, senior, and graduate students.
Harris, Bennie Lee.

A study of service quality: Gap analysis of expectations versus performance perceptions of junior, senior, and graduate students. - 194 p.

Source: Dissertation Abstracts International, Volume: 63-11, Section: A, page: 4015.

Thesis (Ph.D.)--The University of Alabama at Birmingham, 2002.

The purpose of this study was to use a service quality model (SERVQUAL) to investigate undergraduate and graduate students' perceptions of service quality in a higher education setting in a School of Education in the southeastern United States by determining if gaps existed in students' expectations versus the performance perceptions of their actual experiences with services delivered by their academic programs. In addition, this study examined the relationship of selected demographic characteristics with any gaps. The researcher tested six research questions designed to determine the relationship between service quality, customer satisfaction, behavioral intentions, and certain demographic variables (gender, ethnicity, degree program, and student classification).

ISBN: 049389425XSubjects--Topical Terms:

1017573
Business Administration, Marketing.

A study of service quality: Gap analysis of expectations versus performance perceptions of junior, senior, and graduate students.
LDR:03434nmm 2200349 4500 001 1859503
005 20041020143629.5
008 130614s2002 eng d
020 $a 049389425X
035 $a (UnM)AAI3069754
035 $a AAI3069754
040 $a UnM $c UnM
100 1 $a Harris, Bennie Lee. $3 1947161
245 1 0 $a A study of service quality: Gap analysis of expectations versus performance perceptions of junior, senior, and graduate students.
300 $a 194 p.
500 $a Source: Dissertation Abstracts International, Volume: 63-11, Section: A, page: 4015.
500 $a Chairs: Boyd Rogan; David Dagley.
502 $a Thesis (Ph.D.)--The University of Alabama at Birmingham, 2002.
520 $a The purpose of this study was to use a service quality model (SERVQUAL) to investigate undergraduate and graduate students' perceptions of service quality in a higher education setting in a School of Education in the southeastern United States by determining if gaps existed in students' expectations versus the performance perceptions of their actual experiences with services delivered by their academic programs. In addition, this study examined the relationship of selected demographic characteristics with any gaps. The researcher tested six research questions designed to determine the relationship between service quality, customer satisfaction, behavioral intentions, and certain demographic variables (gender, ethnicity, degree program, and student classification).
520 $a The population consisted of 1,312 students, which represented the fall 2001 semester School of Education enrollment. A proportionate stratified sample of 460 students was chosen, which was approximately 34% of the population, and of which 97% responded to the survey.
520 $a The researcher tested the reliability and internal consistency of SERVQUAL through the use of a focus group and a pilot study. SERVQUAL was found to be reliable and have adequate internal consistency reliability and test-retest reliability. The coefficient alpha values for the expectations and perceptions subscales were all equal to or greater than .8025 for all dimensions.
520 $a Each question in the survey was analyzed individually using descriptive data for expectations, performance perceptions, and gap scores. These results found that responsive, knowledgeable, and caring services are the most important factors students expect of the School of Education. Tangible dimension was found to be less important to students' assessment of service quality. The widest gap between students' perceived performance and expectations were items found in the reliability and responsiveness dimensions. The School of Education did not fare well in performing the promised service dependably and accurately.
520 $a As a result of MANOVAs, the researcher found that knowledge of a student's ethnicity, gender, classification, or degree program is of little value in predicting students' evaluation of service quality. There were, however, statistical and practical significance found in the MANOVAs for each dependent variable.
590 $a School code: 0005.
650 4 $a Business Administration, Marketing. $3 1017573
650 4 $a Education, Administration. $3 626645
650 4 $a Education, Business. $3 1017515
690 $a 0338
690 $a 0514
690 $a 0688
710 2 0 $a The University of Alabama at Birmingham. $3 1019443
773 0 $t Dissertation Abstracts International $g 63-11A.
790 1 0 $a Rogan, Boyd, $e advisor
790 1 0 $a Dagley, David, $e advisor
790 $a 0005
791 $a Ph.D.
792 $a 2002
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3069754