Abstract
Purpose: The purpose of this paper is to report the data found from an empirical study conducted in the service sector. It aims to assess the service quality and student satisfaction in higher private education university in Albania.
Methodology: The study is based on data gathered from the students of the faculty of Economics and Information Technology. The instrument used to assess service quality and student satisfaction is was self-administered questionnaire. A modified SERVPERF version was used to measure service quality. The SPSS and factorial analysis were used to measure the effect of each dimension of service quality on the quality perceived by the students. These analyses were also used to show the impact of service quality on student satisfaction.
Findings: The data show the effect of each dimension of service quality in quality assessment by the students. The statistical analysis demonstrates also the impact of each of them on student satisfaction.
Contribution: By offering an empirical assessment of significant variables of students’ perceptions, this study contributes to the existing literature on measuring important variables of students’ perception in higher education. The findings will help these institutions to understand how students consider different aspects of their activities and on improving the service they offer.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Alves, H., & Raposo, M. (2006). Conceptual model of student satisfaction in higher education. Total Quality Management, 17(9), 1261–1278.
Aly, N., & Akpovi, J. (2001). Total quality management in California public higher education. Quality Assurance in Education, 9(3), 127–131.
Anderson, E. W., et al. (1997). Customer satisfaction, productivity and profitability: Differences between goods and services. Marketing Science, 16(2), 129–145.
Brown, R. M., & Mazzarol, T. W. (2009). The importance of institutional image to student satisfaction and loyalty within higher education. Higher Education, 58, 81–95. https://doi.org/10.1007/s10734-008-9183-8.
Brown, T. A. (2006). Confirmatory factor analysis and applied research. New York: The Guilford Press.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811–828.
Christou, E., & Sigala, M. (2002). Conceptualizing the measurement of service quality and TQM performance for hotels: The HOSTQUAL model. Acta Touristica, 14(2), 140–169.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16, 297–334.
Cronin, J. J., Jr., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125–131.
Cronin, J. J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 55–68.
Dagger, T. S., & Sweeny, J. C. (2007). Service quality attributes weights: How do novices and longer-term customers construct service quality perceptions? Journal of Service Research, 10(1), 22–42.
Douglas, J., et al. (2008). The development of a conceptual model of student satisfaction with their experience in higher education. Quality Assurance in Education, 16(1), 19–35. https://doi.org/10.1108/09684880810848396.
Ekinci, Y., et al. (2008). An extended model of the antecedents and consequences of consumer satisfaction for hospitality services. European Journal of Marketing, 42(1/2), 35–68.
Firdaus, A. (2006). The development of HEdPERF: A new measuring instrument of service quality for higher education. International Journal of Consumer Studies, 30(6), 569–581.
Garbarino, E., & Johnson, M. S. (1999). The differential roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63, 70–87.
Hair, J. E., Jr., et al. (2009). Multivariate data analysis (7th ed.). Upper Saddle River, NJ: Prentice Hall.
Henning-Thurau, T., et al. (2001). Modeling and managing student loyalty: An approach based on the concept of relationship quality. Journal of Service Research, 3(1), 331–344.
Homburg, C., et al. (2006). The role of cognition and affect in the formation of customer satisfaction: A dynamic perspective. Journal of Marketing, 70(3), 21–31.
Johns, N., et al. (2004). Measuring service quality of travel agents: Evidence from Northern Cyprus. The Service Industries Journal, 24(3), 82–100.
Kotler, P., & Armstrong, G. (2011). Principles of marketing (14th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
Ladhari, R., et al. (2011). Determinants of loyalty and recommendation: The role of perceived service quality, emotional satisfaction and image. Journal of Financial Services Marketing, 16(2), 111–124. https://doi.org/10.1057/fsm.2011.10.
LaTour, S. A., & Peat, N. C. (1979). Conceptual and methodological issues in consumer satisfaction research. In L. W. William (Ed.), Advances in consumer research (6th ed., pp. 431–440). Ann Arbor, MI: Association for Consumer Research.
Loureiro, S. M. C., et al. (2011). Corporate reputation, satisfaction, delight, and loyalty towards rural lodging units in Portugal. International Journal of Hospitality Management, 30, 575–583.
Lovelock, C. (2001). Services marketing. Upper Saddle River, NJ: Prentice Hall.
Martinez, P., & DelBosque, I. R. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89–99.
Nunnally, J. C. (1978). Psychometric theory. New York: McGraw-Hill.
Oliver, R. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460–469.
Olorunniwo, F., & Hsu, M. K. (2006). A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services. Managing Service Quality: An International Journal, 16(2), 106–123.
Parasuraman, A., et al. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41–50.
Parasuraman, A., et al. (1988). SERVQUAL a multiple item scale for measuring customer perceptions of service quality. Journal of Retailing, 64, 12–40.
Parasuraman, A., et al. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420–450.
Reichheld, F., & Sasser, W. E. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68, 105–111.
Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25(2), 204–212.
Tsinidou, M., et al. (2010). Evaluation of the factors that determine quality in higher education: An empirical study. Quality Assurance in Education, 18(3), 227–244. https://doi.org/10.1108/09684881011058669.
Zeithaml, V., et al. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.
Zeithaml, V. A., et al. (1990). Delivering quality service. Balancing customer perceptions and expectations. New York: Free Press.
Zeithaml, V. A., et al. (2009). Service marketing, integrating customer focus across the firm (5th ed.). New Delhi: McGraw-Hill.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2018 Springer International Publishing AG, part of Springer Nature
About this paper
Cite this paper
Tabaku, E. (2018). Students’ Perceptions on Quality and Satisfaction in Higher Education. In: Karasavvoglou, A., Goić, S., Polychronidou, P., Delias, P. (eds) Economy, Finance and Business in Southeastern and Central Europe. Springer Proceedings in Business and Economics. Springer, Cham. https://doi.org/10.1007/978-3-319-70377-0_55
Download citation
DOI: https://doi.org/10.1007/978-3-319-70377-0_55
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-70376-3
Online ISBN: 978-3-319-70377-0
eBook Packages: Economics and FinanceEconomics and Finance (R0)