Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students
The theory of higher education performance (HEdPERF) developed by Firdaus (2006), comprising academic, non-academic, reputation, access, programme and health aspects of service quality (SQ), is adapted and used to interpret the customer satisfaction among a stratified sample of students at private...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
EconJournals
2017-09-01
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| Series: | International Review of Management and Marketing |
| Subjects: | |
| Online Access: | https://dergipark.org.tr/tr/pub/irmm/issue/32110/356027?publisher=http-www-cag-edu-tr-ilhan-ozturk |
| _version_ | 1797916446954618880 |
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| author | Eric E. Mang’unyi Krishna K. Govender |
| author_facet | Eric E. Mang’unyi Krishna K. Govender |
| author_sort | Eric E. Mang’unyi |
| collection | DOAJ |
| description | The theory of higher education performance (HEdPERF) developed by Firdaus (2006), comprising academic, non-academic, reputation, access,
programme and health aspects of service quality (SQ), is adapted and used to interpret the customer satisfaction among a stratified sample of students
at private universities in Kenya, using a hypothetico-deductive viewpoint. From the data analysed from 522 self-completed surveys, it became
apparent from a prediction of the level of SQ delivered, that there were no significant differences across SQ indexes among the students. It is opined
that the “HEdPERF” model can enable HE managers to identify aspects by which students gauge the quality of the service. Managers need to pay
more attention on managing the students’ overall satisfaction, by bridgeng the “gap” through improved academic and health service provision. Future
researchers may also use combined methodological approaches to eliminate the limitations of a single method. |
| first_indexed | 2024-04-10T12:57:19Z |
| format | Article |
| id | doaj.art-9c15b715eef44913a30b17e87c64c5af |
| institution | Directory Open Access Journal |
| issn | 2146-4405 |
| language | English |
| last_indexed | 2024-04-10T12:57:19Z |
| publishDate | 2017-09-01 |
| publisher | EconJournals |
| record_format | Article |
| series | International Review of Management and Marketing |
| spelling | doaj.art-9c15b715eef44913a30b17e87c64c5af2023-02-15T16:13:25ZengEconJournalsInternational Review of Management and Marketing2146-44052017-09-01732993091032Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University StudentsEric E. Mang’unyiKrishna K. GovenderThe theory of higher education performance (HEdPERF) developed by Firdaus (2006), comprising academic, non-academic, reputation, access, programme and health aspects of service quality (SQ), is adapted and used to interpret the customer satisfaction among a stratified sample of students at private universities in Kenya, using a hypothetico-deductive viewpoint. From the data analysed from 522 self-completed surveys, it became apparent from a prediction of the level of SQ delivered, that there were no significant differences across SQ indexes among the students. It is opined that the “HEdPERF” model can enable HE managers to identify aspects by which students gauge the quality of the service. Managers need to pay more attention on managing the students’ overall satisfaction, by bridgeng the “gap” through improved academic and health service provision. Future researchers may also use combined methodological approaches to eliminate the limitations of a single method.https://dergipark.org.tr/tr/pub/irmm/issue/32110/356027?publisher=http-www-cag-edu-tr-ilhan-ozturkprivate higher education service quality student satisfaction |
| spellingShingle | Eric E. Mang’unyi Krishna K. Govender Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students International Review of Management and Marketing private higher education service quality student satisfaction |
| title | Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students |
| title_full | Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students |
| title_fullStr | Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students |
| title_full_unstemmed | Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students |
| title_short | Using the Higher Education Performance Framework to Assess Service Quality and Satisfaction among Private University Students |
| title_sort | using the higher education performance framework to assess service quality and satisfaction among private university students |
| topic | private higher education service quality student satisfaction |
| url | https://dergipark.org.tr/tr/pub/irmm/issue/32110/356027?publisher=http-www-cag-edu-tr-ilhan-ozturk |
| work_keys_str_mv | AT ericemangunyi usingthehighereducationperformanceframeworktoassessservicequalityandsatisfactionamongprivateuniversitystudents AT krishnakgovender usingthehighereducationperformanceframeworktoassessservicequalityandsatisfactionamongprivateuniversitystudents |