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Students’ Perceptions about Role of Faculty and Administrative Staff in Business Education Service Quality Assessment

Maja Arslanagić-Kalajdžić orcid id ; Sveučilište u Sarajevu, Ekonomski fakultet u Sarajevu
Selma Kadić-Maglajlić ; Sveučilište u Sarajevu, Ekonomski fakultet u Sarajevu
Muris Čičić ; Sveučilište u Sarajevu, Ekonomski fakultet u Sarajevu

Puni tekst: engleski pdf 186 Kb

str. 93-108

preuzimanja: 835



This paper focuses on dimensions of the perceived service quality measurement for business schools. We propose an adapted SERVQUAL measure of expected and perceived quality, where employees at business schools are split into two groups: faculty and administrative staff, and assessed separately. This measure represents a tool for comparable service quality assessment at business schools. Empirical data were collected among undergraduate students in a developing economy. A total of 282 respondents were used to assess the overall fit of the proposed model and to test the differences between the expectations and the perceptions of service quality in a business school. The results support usability of the proposed adapted SERVQUAL measure. Therefore, the study contributes to the existing literature reporting the findings on service quality in an educational context.

Ključne riječi

service quality; SERVQUAL; higher education; faculty members; administrative staff

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Podaci na drugim jezicima: hrvatski

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