Revisiting perceived service quality in higher education: uncovering service quality dimensions for postgraduate students

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dc.contributor.authorEl Alfy, Shahira
dc.contributor.authorAbukari, Abdulai
dc.date.accessioned2025-03-13T09:16:17Z
dc.date.available2025-03-13T09:16:17Z
dc.date.issued2019-07-31
dc.description.abstractPerceived service quality in higher education and its antecedents have been one of the significant issues worldwide. Despite being studied over decades, service quality (SQ) remains a crucial area of research due to its dynamic and contextual nature, among other reasons. The main research objective is to uncover the dimensions constituting SQ from the perspectives of postgraduate students and university staff to provide a better understanding of key elements of the SQ. The current research incorporated relevant theories and concepts from both marketing and higher education literature and employed in-depth interviews with students and staff for data collection. Interviewees’ insights were analyzed using content analysis. A conceptual model is developed to explain the suggested relationship among study variables. Based on qualitative data analysis, four dimensions of SQ emerged, namely academic services, academic facilities, administrative services, and students’ service role. Additionally, performance and employee orientation are found to affect SQ. Research findings can guide education managers and academicians to consider students’ service role as an integral dimension of SQ and find new ways to improve it.
dc.identifier.citationEl Alfy, S. and Abukari, A. (2020) “Revisiting perceived service quality in higher education: uncovering service quality dimensions for postgraduate students,” Journal of Marketing for Higher Education, 30(1), pp. 1–25.
dc.identifier.doihttps://doi.org/10.1080/08841241.2019.1648360
dc.identifier.issn0884-1241
dc.identifier.urihttps://bspace.buid.ac.ae/handle/1234/2857
dc.language.isoen_US
dc.publisherTaylor & Francis Group
dc.relation.ispartofseriesJOURNAL OF MARKETING FOR HIGHER EDUCATION2020, VOL. 30, NO. 1, 1–25
dc.subjectService quality; highereducation; service role;postgraduates; United ArabEmirates
dc.titleRevisiting perceived service quality in higher education: uncovering service quality dimensions for postgraduate students
dc.typeArticle
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