University of Worcester Worcester Research and Publications

Measuring Service Quality in South Africa Higher Education: Developing a Multidimensional Scale

Gbadamosi, Gbolahan and De Jager, J. (2008) Measuring Service Quality in South Africa Higher Education: Developing a Multidimensional Scale. Global Business and Technology Association (GBATA), United States. ISBN 1-932917-04-7


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Increased competition in the educational environment has contributed to the growing importance of service quality measurement at higher education institutions. This paper investigates aspects of service quality in higher education as a step towards developing a standardised scale for its measurement. Using structured questionnaires, survey data was collected from students (n = 391) from two South African universities. Findings indicate that the service quality in higher education scale is a multidimensional construct loading on 13 factors with reasonable reliability coefficient and some construct validity. Significant relationships were found among a number of study variables. Some further research directions were suggested and policy implications discussed.

Item Type: Book
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This paper has been made available with permission from the
Editor-in-Chief of the Journal of Global Business & Technology.

Publication details for the original paper:
Gbadamosi, G, & De Jager, J. (2008) 'Measuring Service Quality in South Africa Higher Education: developing a multidimensional scale' in Fuxman, L, Delener, N., Lu, F.V. & Rivera-Solis, L.E. (eds) Evolution & Revolution in the Global Knowledge Economy: Enhancing Innovation & Competitiveness Worldwide, 2008. Proceedings of Global Business & Technology Association (GBATA), Madrid, Spain July 8 -12, 2008 pp 375 - 384 ISBN : 1-932917047

Uncontrolled Discrete Keywords: Higher Education in South Africa, Higher Education, measuring service quality, service quality, South Africa, Africa, perception of Higher Education
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
L Education > LB Theory and practice of education > LB2300 Higher Education
Divisions: College of Business, Psychology and Sport > Worcester Business School
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Depositing User: Gbolahan Gbadamosi
Date Deposited: 24 Jul 2009 14:29
Last Modified: 08 Jun 2021 09:25

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