Non-academic service quality: comparative analysis of students and faculty as users
The research focus was a non-academic service quality assessment within higher education. In particular, non-academic service quality perceptions of faculty and students were evaluated using a service profit chain. This enabled a comparison which helped understanding of non-academic service quality...
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| Format: | Article |
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Taylor & Francis
2012
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| _version_ | 1796857093480775680 |
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| author | Sharif, Khurram Mohd. Kassim, Norizan |
| author_facet | Sharif, Khurram Mohd. Kassim, Norizan |
| author_sort | Sharif, Khurram |
| collection | ePrints |
| description | The research focus was a non-academic service quality assessment within higher education. In particular, non-academic service quality perceptions of faculty and students were evaluated using a service profit chain. This enabled a comparison which helped understanding of non-academic service quality orientation from a key users' perspective. Data were collected using a self-completion questionnaire that was posted on Survey Monkey. A four point Likert scale without a mid-point was used to record respondent perceptions. In total 296 usable questionnaires (192 from students and 104 from faculty) were collected, representing a response rate of 17 percent. Key results indicated that on the whole service users (both faculty and students) were satisfied with non-academic services and this had a positive impact on their loyalty. However, in the case of students, there was a disconnect between loyalty and its 'productive' propagation to the external environment. |
| first_indexed | 2024-03-05T18:52:38Z |
| format | Article |
| id | utm.eprints-32963 |
| institution | Universiti Teknologi Malaysia - ePrints |
| last_indexed | 2024-03-05T18:52:38Z |
| publishDate | 2012 |
| publisher | Taylor & Francis |
| record_format | dspace |
| spelling | utm.eprints-329632018-11-30T06:33:39Z http://eprints.utm.my/32963/ Non-academic service quality: comparative analysis of students and faculty as users Sharif, Khurram Mohd. Kassim, Norizan HD28 Management. Industrial Management The research focus was a non-academic service quality assessment within higher education. In particular, non-academic service quality perceptions of faculty and students were evaluated using a service profit chain. This enabled a comparison which helped understanding of non-academic service quality orientation from a key users' perspective. Data were collected using a self-completion questionnaire that was posted on Survey Monkey. A four point Likert scale without a mid-point was used to record respondent perceptions. In total 296 usable questionnaires (192 from students and 104 from faculty) were collected, representing a response rate of 17 percent. Key results indicated that on the whole service users (both faculty and students) were satisfied with non-academic services and this had a positive impact on their loyalty. However, in the case of students, there was a disconnect between loyalty and its 'productive' propagation to the external environment. Taylor & Francis 2012-08 Article PeerReviewed Sharif, Khurram and Mohd. Kassim, Norizan (2012) Non-academic service quality: comparative analysis of students and faculty as users. Journal of Marketing for Higher Education, 22 (1). pp. 35-54. ISSN 0884-1241 http://dx.doi.org/10.1080/08841241.2012.705793 DOI:10.1080/08841241.2012.705793 |
| spellingShingle | HD28 Management. Industrial Management Sharif, Khurram Mohd. Kassim, Norizan Non-academic service quality: comparative analysis of students and faculty as users |
| title | Non-academic service quality: comparative analysis of students and faculty as users |
| title_full | Non-academic service quality: comparative analysis of students and faculty as users |
| title_fullStr | Non-academic service quality: comparative analysis of students and faculty as users |
| title_full_unstemmed | Non-academic service quality: comparative analysis of students and faculty as users |
| title_short | Non-academic service quality: comparative analysis of students and faculty as users |
| title_sort | non academic service quality comparative analysis of students and faculty as users |
| topic | HD28 Management. Industrial Management |
| work_keys_str_mv | AT sharifkhurram nonacademicservicequalitycomparativeanalysisofstudentsandfacultyasusers AT mohdkassimnorizan nonacademicservicequalitycomparativeanalysisofstudentsandfacultyasusers |