Service quality in education: a student perspective

McClure

International Journal of Bank Marketing

1999

Self Cite

212

143

The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the role that technology plays in Australian banking and its impact on the delivery of perceived service quality. A sample of 440 electronic banking customers was taken and 300 useable questionnaires were analysed. Using the Hemmasi et al. importance‐performance grid, results indicated that consumers have perceptual problems with some aspects of electronic banking. Some strategic implications are discussed.

Section: Service Quality Using Importance-performance Measurementmentioning

confidence: 99%

Service quality in the banking sector: the impact of technology on service delivery

McClure

International Journal of Bank Marketing

1999

Self Cite

212

143

“…Using an IPA, dimensions may be plotted graphically on a two-dimensional grid matrix, which can expedite interpretation of results (Joseph & Joseph, 1997;O'Neill & Palmer, 2004). The study elucidates the usefulness of an IPA for managers who wish to improve their marketing mix strategies.…”

Section: Discussionmentioning

confidence: 99%

Constructing Marketing Indicators and Measuring the Satisfaction of Asian International Students in the Higher Education Sector

Chen

2016

RES

This paper addresses the construction of marketing mix strategies within the Taiwanese higher education sector and the applicability of such strategies to measure the satisfaction levels of Asian international students. Due to a declining birth rate in Asia as well as an oversupply of schools, recruitting international students is an effective tactic for higher education managers in Taiwan. To pool a representative sample of the population, international subjects were drawn from all higher education institutions in Taiwan. For this research, the author collected 328 valid questionnaires. Descriptive statistics indicated that the seven-factor model was of good fit and included attributes of product, place, price, promotion, people, reputation, and physical evidence. The results from the study highlighted the applicability of the importance-performance analysis (hereafter IPA) for managers attempting to improve their marketing mix strategies and resources from appropriate marketing sectors.

“…These dimensions are represented in the model below: Parasuraman, et al,1985:48 Despite its popularity, the SERVQUAL model has been criticised (for example, Cronin & Taylor, 1992;Teas, 1993a;Joseph & Joseph, 1997;O'Neill & Palmer, 2004;Chen et al, 2006). Because of such criticism of the SERVQUAL model, this research makes use of the modified SERVQUAL model (Parasuraman et al, 1991).…”

Section: Service Quality Models For Measuring Service Quality Improvementioning

confidence: 99%

Academic Staff Perceptions of Service Quality Improvement in Ethiopian Public Higher Education Institutions

Lodesso¹,

Niekerk²,

Jansen³

et al. 2014

MJSS

The article explores academic staff's perceptions of service quality improvement in public higher education institutions in Ethiopia. For this purpose, a mixed research methodology was employed collecting data from academic staff and final year students at public higher education institutions using the SERVQUAL scale and through focus group interviews. The perceptions of academic staff are reported on in this article. The collected data were analysed using both descriptive and inferential statistics. The research findings indicated that all dimensions of the service quality improvement initiatives were perceived by academic staff to be very poor. Recommendations are made on the reliability, tangibles, empathy, responsiveness, and assurance dimensions of service delivery featuring in the SERVQUAL scale.