Measuring Service Quality and Students' Satisfaction: Quality Management - Softcover

Sorsa, Gebre

Softcover

ISBN 10: 3659869856 ISBN 13: 9783659869853

Publisher: LAP LAMBERT Academic Publishing, 2016

Synopsis

This book is written out to measure service quality and students’ satisfaction based on the study carried in the area of quality management. The objectives of the book are to show the extent of students’ expectation and students’ perceptions, the important parameters that determine service quality, see the relationship between service quality dimensions and students satisfaction . Finally the book shows that the extent of students’ perceptions is lower than their expectation, service quality dimensions are positively correlated with students’ satisfaction and reliability is main factor that affected students’ satisfaction following with assurance, tangibility, responsiveness and empathy. Therefore the it is necessary to work hard to improve its service quality level in university since its main goal is to serve students’.

About this title

About the Author

I am Gebre Sorsa Takaro, Assistant Professor in Management Department, School of Management and Accounting, College of Business and Economics, Hawassa University, Ethiopia. I have Bachelors Degree in Business Management and Masters Degree in Business Administration. I am 29 years young scholar having a great hope to develop myself further.

Edition details

• Publisher: LAP LAMBERT Academic Publishing
• Publication date: 2016
• Language: English
• ISBN 10: 3659869856
• ISBN 13: 9783659869853
• Binding: Paperback
• Number of pages: 60