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https://doi.org/10.20867/thm.9.1.10

AN APPLICATION OF THE MULTIVARIATE STATISTICAL ANALYSIS TO SERVICE QUALITY MEASUREMENT IN HIGHER EDUCATION

Suzana Marković orcid id orcid.org/0000-0001-7035-1293 ; Faculty of tourism and hospitality management, University of Rijeka, Opatija, Croatia


Puni tekst: engleski pdf 4.768 Kb

str. 93-112

preuzimanja: 586

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Sažetak

The conceptualization of service quality and the development of measurement tools and techniques aimed at assessing service quality and customer satisfaction levels within the education sector, have been a central theme of recent years.
The research has examined the student expectations and perceptions of service quality in higher education for tourism and hospitality management, using a modified version of SERVQUAL instrument.
Data were collected using a questionnaire in two parts. The first part is concerned with student perceptions of higher education institutions in general, while the second part is concerned with Faculty of Tourism and Hospitality Management Opatija in particular.
The aim of the present research is the multivariate statistical analysis (factor analysis and reliability analysis) of a SERVQUAL scale adjusted for higher education service quality.
The final section of this study is devoted to developing and proposing new directions for future higher education service quality measurement.

Ključne riječi

service quality; measurement; SERVQUAL; multivariate statistical analysis; higher education; case study

Hrčak ID:

181600

URI

https://hrcak.srce.hr/181600

Datum izdavanja:

30.6.2003.

Podaci na drugim jezicima: hrvatski njemački

Posjeta: 1.341 *