Publication: Assessing the relationship between higher education service quality dimensions and student satisfaction
Date
2012
Authors
Al-Alak B.A.
Alnaser A.S.M.
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Abstract
This study attempted to examine the relationship between service quality dimensions and overall service quality (tangibility, responsiveness, reliability, assurance and empathy) with students satisfaction. Self-administered questionnaire was used in this study to collect the related data to establish the relationship between service quality and student satisfaction in higher education. Data were collected based on the original SERVQUAL instrument through distributing 301 questionnaires among conveniently selected undergraduate students in the Faculty of Business at the University of Jordan. The findings of this study showed that the assurance and the reliability dimensions of service quality were the two most important dimensions and had significant positive relationship with student satisfaction. Recommendations were presented and suggestions for further research were highlighted.
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Keywords
Higher education , Jordan , Service quality , SERVQUAL , Student satisfaction