To read the full version of this content please select one of the options below:

Student perceptions of service quality in a UK university business and management faculty

Brenda M. Oldfield (Brenda M. Oldfield is a Research Assistant, Manchester Metropolitan University, Manchester, UK)
Steve Baron (Steve Baron is a Professor, Manchester Metropolitan University, Manchester, UK.)

Quality Assurance in Education

ISSN: 0968-4883

Article publication date: 1 June 2000

Abstract

Student perceptions of service quality in higher education, particularly of the elements not directly involved with content and delivery of course units, are researched using a performance‐only adaptation of the SERVQUAL research instrument. A principal components factor analysis performed on data collected from a sample of 333 undergraduate business and management students suggests that students’ perceived service quality has three dimensions: “requisite elements”, which are essential to enable students to fulfil their study obligations; “acceptable elements”, which are desirable but not essential to students; and “functional elements”, which are of a practical or utilitarian nature. A comparison of perceptions of service quality between first and final year students suggests that perceptions of service quality elements change over a period of study, with “acceptable elements” having increasing importance. Implications for course management teams are discussed, and suggestions for further research are made.

Keywords

Citation

Oldfield, B.M. and Baron, S. (2000), "Student perceptions of service quality in a UK university business and management faculty", Quality Assurance in Education, Vol. 8 No. 2, pp. 85-95. https://doi.org/10.1108/09684880010325600

Publisher

:

MCB UP Ltd

Copyright © 2000, MCB UP Limited