Service quality in postgraduate education
Качество обслуживания в послевузовском образовании
2008-07-11
SCID: 54.1/8c779jfb
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IPA applicationimportance-performance analysispostgraduate service qualityservice quality in higher educationtuition-based revenue retention
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Abstract (AI)
Measuring service quality in higher education is increasingly important for attracting and retaining tuition-based revenues. Nonetheless, whilst undergraduates have received substantial academic exposure, postgraduate-based research has been scant. Consequently, the objectives of this paper are threefold: first, to identify the service factors used by postgraduates in their quality evaluations. Second, to analyse the appropriateness of importance-performance analysis (IPA) in the measurement of service quality and, final, to provide a working example of IPA's application in a UK-based university.
Key Findings
1
A practical example demonstrating IPA's application at a UK university is provided.
2
Postgraduate students use identifiable service factors when evaluating higher-education quality.
3
Research into service quality measurement has heavily focused on undergraduates, with postgraduate-based research being scant.
4
The paper assesses the appropriateness of Importance-Performance Analysis (IPA) for measuring postgraduate service quality.
Research Object
Service quality in postgraduate (taught and research) higher education
Research Subject
Postgraduate students' evaluation factors and the appropriateness and application of importance-performance analysis (IPA) to measure service quality
Publication Details
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2008-07-11
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