ASSESSMENT OF THE SERVICE QUALITY IN THE PREPARATORY SCHOOL OF ECONOMICS THROUGH SERVPERF MODEL

Yahia Berrouiguet Abdelkrim () and Bensmain Abdessalem Salim
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Bensmain Abdessalem Salim: Tlemcen University, Algeria

Romanian Economic Business Review, 2015, vol. 10, issue 4, 127-136

Abstract: The aim of this study is to apply the SERVPERF scale to measure student’s perceived quality in preparatory school of economics. The SERVPERF model is based on five dimensions: tangibility, reliability, responsiveness, assurance and empathy .Operational measures of the quality service were collected from a sample of students at the preparatory school of economics in Tlemcen city. Results revealed that service quality in the preparatory school of economics was more than moderate level based on SERVPERF model. The student perceived that the most important dimensions were responsiveness, empathy and assurance, followed by reliability and tangibility

Keywords: Service quality; higher education; SERVPERF; preparatory school of economics; Algeria (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:rau:journl:v:10:y:2015:i:4:p:127-136

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