کیفیت خدمات در دانشگاه ها

In today's competitive environment, it is becoming more difficult for universities to enhance and maintain a
competitive advantage in their own target markets. Researchers have found that customers consider many
dimensions in their assessments of service quality. Service quality is defined as an overall evaluation of the
goodness or badness of a product or service. To improve quality, service providers have to identify the key
determinants of service quality. The dimensions of the SERVQUAL model, reliability, tangibility,
responsiveness, assurance and empathy are important for students. It is vital for higher education
institutions to actively monitor the quality of services and safeguard the interests of stakeholders through
the fulfillment of their real needs and wants. Therefore, provision of better quality services is the basic
strategic tool used by academic institutions. Positive perception about the quality of service offered leaves
positive image in the mind of students which finally leads them towards higher level of satisfaction. Service
quality is important to institutions of higher education for a number of reasons, including competitive
advantages, satisfying government requirements, and meeting the public expectations. It is suggested that
the researchers test the validity and reliability of the chosen dimensions before drawing any conclusion
from the research findings.

ارسال دیدگاه

Filtered HTML

  • آدرس های وب و ایمیل به صورت اتوماتیک به لینک تبدیل می شوند.
  • تگ های مجاز : <a> <em> <strong> <cite> <blockquote> <code> <ul> <ol> <li> <dl> <dt> <dd>
  • خطوط و پاراگرافها به صورت اتوماتیک جدا سازی می شود.

Plain text

  • تگ های HTML قابل قبول نمی باشد.
  • آدرس های وب و ایمیل به صورت اتوماتیک به لینک تبدیل می شوند.
  • خطوط و پاراگرافها به صورت اتوماتیک جدا سازی می شود.