IIUM Repository

The quest for quality services: does SERVQUAL perfectly measure the university services?

Himphinit, Musakkid and Mohd Ali, Hairuddin (2011) The quest for quality services: does SERVQUAL perfectly measure the university services? In: Quality educational management. IIUM Press, Kuala Lumpur, pp. 155-167. ISBN 9789674180126

[img]
Preview
PDF - Published Version
Download (376kB) | Preview

Abstract

A brief study on service quality using Parasuraman's SERVQUAL framework namely tangibles, reliability, assurance, empathy and responsiveness. Future study is also discussed and suggested.

Item Type: Book Chapter
Additional Information: 6004/25603
Uncontrolled Keywords: SERVQUAL, satisfaction, service, quality, university
Subjects: L Education > L Education (General)
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Education
Depositing User: Professor Dr. Hairuddin bin Mohd Ali
Date Deposited: 28 Aug 2012 14:47
Last Modified: 28 Aug 2012 14:48
URI: http://irep.iium.edu.my/id/eprint/25603

Actions (login required)

View Item View Item

Downloads

Downloads per month over past year