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Assessing Students' Perceptions of Service Quality in Higher Education. Students' viewpoint from Mid Sweden University
Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
2014 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Purpose: The purpose of this study is identify how the students at MIUN perceive the higher education service delivered and what is most important to their over-all satisfaction with that service. It is also part of the purpose to find out if there are differences in the way Swedish and international students perceive the service quality performed.

 

 

Method: We have used a quantitative approach in our collection of empirical data. The investigation is carried out as a survey on students at Mid Sweden University (MIUN), students that were selected through the convenience procedure. The Google Drive was used as a platform for collect data, and the survey was administered using the students e-mail addresses presented on MIUN student portal. The analysis has been carried out in two steps. First, we ran a factor analysis (rotated Varimax) and extracted factors that we tested in a reliability test (Cronbach’s Alpha). The created factors were then used in the second step that was a Regression Analysis in which they served as independent variables with a quality index as the dependent variable.

 

 

Finding: The finding indicates that the most influential satisfied factors of service quality that students perceived at MIUN is ‘teaching’ and the least influential satisfied factor that students perceived at MIUN is ‘infrastructure’. Moreover another finding indicates  that,  there  have  differences  in  perceptions  of  service  quality  between Swedish students and international students.

 

 

Implication: The outcome of this study can be used in order to improve internal and external  quality  of  higher  education  institutions  (HEIs).  More  specifically,  the outcome can be directly used by HEIs for improving quality as perceived by students. On top of that this research provides a view of the current condition of service quality of the MIUN and offered some suggestion that would be implemented to develop service quality.

Place, publisher, year, edition, pages
2014. , p. 58
National Category
Business Administration
Identifiers
URN: urn:nbn:se:miun:diva-27907Local ID: FÖ-V14-A1-065OAI: oai:DiVA.org:miun-27907DiVA: diva2:936104
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Available from: 2016-06-13 Created: 2016-06-13 Last updated: 2016-06-13Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf