Assessing Expectation and Perception of Service Quality. Case Study of a Romanian University

Lecturer Ilie Mihai Taucean, Ana Gabriela Strauti, Matei Tamasila and Serban Miclea
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Lecturer Ilie Mihai Taucean: Politehnica University Timisoara, Romania
Ana Gabriela Strauti: Politehnica University Timisoara, Romania
Matei Tamasila: Politehnica University Timisoara, Romania
Serban Miclea: Politehnica University Timisoara, Romania

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Abstract: The aims of this paper are to assess the service quality in a university and to identify what dimensions they have to prioritize to attain the customer satisfaction. In general, in service domain there is a demand to find ways to attract new customers, retain existing customers, and pursue customers' loyalty. In universities (as service based organizations), customers are the students, and new students are admitted yearly. There is a need to retain students for their following years at university and to follow graduate studies (master and PhD). The quality of the service has been considered as a critical factor for the success because of the connection to customer satisfaction. SERVQUAL model was used to achieve the objective of the study. To see the applicability of the model, a case study was conducted in a university in Romania

Keywords: quality; service; SERVQUAL; case study; university (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:tkp:mklp17:371-376

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