Exploring the Impact of Service Quality on Education Satisfaction: A Comparison study of GMBA/IMBA Students at STUST & NCKU in Taiwan
| Autor: | Shongwe Hlengiwe N., 石芸心 |
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| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 101 Education institutions, especially the higher education section, and the world at large are characterized by global competition for international students. Students are now recognized as the principal “stakeholders” of any higher education institution. These are pressure enough for universities to place hire priority on student education satisfaction and service quality since these are recognized as the most important concepts by many academic researchers as a means of creating competitive advantage and customer loyalty. However, universities cannot know where to start if they do not even know how satisfied the students are, what their perceptions are about the service quality of the university and how each one of the two affects the other. The only way of finding out about this is through research. Therefore this study examines the relationship between service quality and education satisfaction, and then looks at how each of the dimensions of service quality (tangibility, reliability, responsiveness, empathy, assurance) has an influence on education satisfaction of the business masters GMBA/IMBA students at Southern Taiwan University of Science and Technology (STUST) and National Cheng Kung University (NCKU), both located in Tainan, Taiwan. These two are some of the best universities recognized by local community, International community and the Taiwanese government at large. Furthermore it compares the two universities in terms of education satisfaction and the quality of service as perceived by the students. A modified SERVQUAL instrument is used to evaluate the service quality of the two universities based on student perceptions. Structural Equation Modeling (SEM) was used to develop service quality and student satisfaction model. This study shows that the perception of service quality does have an impact on education satisfaction. The most important dimensions of service quality on education satisfaction for the two universities university are assurance and empathy. Comparing the two universities, it turns out that even though both universities have satisfied students, the highly satisfied are from NCKU than STUST and this is accounted for by the difference in Assurance. All the other factors of service quality were found to be insignificantly different in both universities except for Assurance which is a little bit higher at NCKU. Therefore it is important for higher education systems to make sure students are satisfied by providing the best of service quality. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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