What do students really think? Understanding postgraduate students' perception of service quality

Benjamin Klitzke, Laura Chamberlain, Anna-Lena Ackfeldt

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

This paper explores the components of Service Quality in HE from the Business School Postgraduate student perspective. A six-dimensional scale measuring Service Quality is developed based on focus group and survey data.
Our findings highlight that postgraduate students are highly outcome oriented; the award of a reputable degree to gain employment is more important than learning for life. Whilst developing employable graduates, Business Schools must not neglect the core service; teaching & learning. In the long-term this contributes to employability rates and the reputation of institutions. However, as student satisfaction is an increasingly paramount objective, balancing the core service and factors perceived as important by postgraduate students is key.
Original languageEnglish
Title of host publicationParadigm shifts and interactions
Subtitle of host publication43rd [EMAC] annual conference
EditorsEnrique Bigné
Place of PublicationValencia (ES)
Pages107
Number of pages1
Publication statusPublished - Jun 2014
Event43rd EMAC Annual Conference 2014 - Valencia, Spain
Duration: 3 Jun 20146 Jun 2014

Conference

Conference43rd EMAC Annual Conference 2014
Abbreviated titleEMAC 2014
CountrySpain
CityValencia
Period3/06/146/06/14
Other43rd European Marketing Academy annual Conference : Paradigm Shifts & Interactions

Fingerprint

business school
student
employability
reputation
learning
neglect
graduate
Teaching
Group

Keywords

  • service quality
  • postgraduate students
  • Higher Education

Cite this

Klitzke, B., Chamberlain, L., & Ackfeldt, A-L. (2014). What do students really think? Understanding postgraduate students' perception of service quality. In E. Bigné (Ed.), Paradigm shifts and interactions: 43rd [EMAC] annual conference (pp. 107). Valencia (ES).
Klitzke, Benjamin ; Chamberlain, Laura ; Ackfeldt, Anna-Lena. / What do students really think? Understanding postgraduate students' perception of service quality. Paradigm shifts and interactions: 43rd [EMAC] annual conference. editor / Enrique Bigné. Valencia (ES), 2014. pp. 107
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Klitzke, B, Chamberlain, L & Ackfeldt, A-L 2014, What do students really think? Understanding postgraduate students' perception of service quality. in E Bigné (ed.), Paradigm shifts and interactions: 43rd [EMAC] annual conference. Valencia (ES), pp. 107, 43rd EMAC Annual Conference 2014, Valencia, Spain, 3/06/14.

What do students really think? Understanding postgraduate students' perception of service quality. / Klitzke, Benjamin; Chamberlain, Laura; Ackfeldt, Anna-Lena.

Paradigm shifts and interactions: 43rd [EMAC] annual conference. ed. / Enrique Bigné. Valencia (ES), 2014. p. 107.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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Klitzke B, Chamberlain L, Ackfeldt A-L. What do students really think? Understanding postgraduate students' perception of service quality. In Bigné E, editor, Paradigm shifts and interactions: 43rd [EMAC] annual conference. Valencia (ES). 2014. p. 107