Measuring Service Quality and Students' Satisfaction

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Verlag: LAP Lambert Academic Publishing
Autor: Gebre Sorsa
Artikel-Nr.: KNV58511878
ISBN: 9783659869853

This book is written out to measure service quality and students' satisfaction based on the study... mehr

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This book is written out to measure service quality and students' satisfaction based on the study carried in the area of quality management. The objectives of the book are to show the extent of students' expectation and students' perceptions, the important parameters that determine service quality, see the relationship between service quality dimensions and students satisfaction . Finally the book shows that the extent of students' perceptions is lower than their expectation, service quality dimensions are positively correlated with students' satisfaction and reliability is main factor that affected students' satisfaction following with assurance, tangibility, responsiveness and empathy. Therefore the it is necessary to work hard to improve its service quality level in university since its main goal is to serve students'.

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