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.
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 language | English |
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Title of host publication | Paradigm shifts and interactions |
Subtitle of host publication | 43rd [EMAC] annual conference |
Editors | Enrique Bigné |
Place of Publication | Valencia (ES) |
Pages | 107 |
Number of pages | 1 |
Publication status | Published - Jun 2014 |
Event | 43rd EMAC Annual Conference 2014 - Valencia, Spain Duration: 3 Jun 2014 → 6 Jun 2014 |
Conference
Conference | 43rd EMAC Annual Conference 2014 |
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Abbreviated title | EMAC 2014 |
Country/Territory | Spain |
City | Valencia |
Period | 3/06/14 → 6/06/14 |
Other | 43rd European Marketing Academy annual Conference : Paradigm Shifts & Interactions |
Keywords
- service quality
- postgraduate students
- Higher Education