Preliminary communication
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.org/0000-0001-7035-1293
; Faculty of tourism and hospitality management, University of Rijeka, Opatija, Croatia
Abstract
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.
Keywords
service quality; measurement; SERVQUAL; multivariate statistical analysis; higher education; case study
Hrčak ID:
181600
URI
Publication date:
30.6.2003.
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