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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

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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: 05 Jul 2021 15:53
URI: http://irep.iium.edu.my/id/eprint/25603

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