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Publication Details
AFRICAN RESEARCH NEXUS
SHINING A SPOTLIGHT ON AFRICAN RESEARCH
Specific remedy for specific problem: Measuring service quality in South African higher education
Higher Education, Volume 60, No. 3, Year 2010
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Description
This study commences a process of developing a scale for the measurement of service quality in higher education in South Africa and also examines the relationship between the measures of service quality on the one hand and some other related variables such as intention to leave the university, trust in management of the university and the overall satisfaction with the university. Using structured questionnaires, survey data was collected from students (n = 391) in two South African universities. Findings indicate that the 52-item measure of service quality in higher education is a multidimensional construct loading on 13 factors with a high reliability coefficient (0.93) and some construct validity. Significant relationships were also found between service quality in HE and other study variables-intention to leave university, trust in management of the university and overall satisfaction with the university. Some further research directions were suggested and policy implications of findings discussed. © 2009 Springer Science+Business Media B.V.
Authors & Co-Authors
de Jager, Johan W.
South Africa, Pretoria
Tshwane University of Technology
Gbadamosi, Gbolahan
United Kingdom, Worcester
University of Worcester
Statistics
Citations: 113
Authors: 2
Affiliations: 2
Identifiers
Doi:
10.1007/s10734-009-9298-6
Research Areas
Health System And Policy
Study Design
Cross Sectional Study
Study Approach
Quantitative
Study Locations
South Africa