Modified SERVPERF and Normalized SERVQUAL Models in Estimation of Service Quality in Higher Educational Institutes
نویسندگان
چکیده
منابع مشابه
Measuring Service Quality: SERVQUAL vs. SERVPERF Scales
Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance. This is true for both the goods and services sectors. However, the problem with management of service quality in service firms is that quality is not easily identifiable and measurable due to inherent characteristics of services which make them different from goods. Vari...
متن کاملMeasuring service quality in higher education: HEdPERF versus SERVPERF
Purpose – This paper aims to test and compare the relative efficacy of three measuring instruments of service quality (namely Higher Education PERFormance (HEdPERF), SERVPERF and the moderating scale of HEdPERF-SERVPERF) within a higher education setting. The objective was to determine which instrument had the superior measuring capability in terms of unidimensionality, reliability, validity an...
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introduction: the quality of education sector is worth considering as this system has a significant effect on the economic growth of the country. this study aimed to determine the quality gap and rank the student’s expectation of educational services provided in shiraz university of medical sciences in 2013. method: this research included two cross-sectional phases. the sample size of both phas...
متن کاملMeasuring Service Quality with SERVPERF
SERVPERF, the performance component of the Service Quality scale (SERVQUAL), has been shown to measure five underlying dimensions corresponding to Tangibles, Reliability, Responsiveness, Assurance, and Empathy (Parasuraman, Zeithaml, & Berry, 1988). This paper describes a validation study, employing four different datasets, of a shortened 15-item version of the SERVPERF scale to be called SERVP...
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این پژوهش با هدف "بررسی وضعیت موجود آموزش عالی مجازی در ایران و راههای توسعه و ارتقای آن " و با روش توصیفی-تحلیلی و پیمایشی صورت پذیرفته است. بررسی اسنادو مدارک موجود در زمینه آموزش مجازی نشان داد تعداد دانشجویان و مقاطع تحصیلی و رشته محل های دوره های الکترونیکی چندان مطلوب نبوده و از نظر کیفی نیز وضعیت شاخص خدمات آموزشی اساتید و وضعیت شبکه اینترنت در محیط آموزش مجازی نامطلوب است.
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ژورنال
عنوان ژورنال: Sociological studios
سال: 2020
ISSN: 2521-1056,2306-3971
DOI: 10.29038/2306-3971-2020-01-29-39