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Service Quality Higher Education and Customer Satisfaction Among Undergraduate Students of the University of Jordan

Alnaser, Ahmad Salih Mheidi (2010) Service Quality Higher Education and Customer Satisfaction Among Undergraduate Students of the University of Jordan. Masters thesis, Universiti Utara Malaysia.

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Abstract

This study attempts to examine the relationship between service quality dimensions and overall service quality (tangibility, responsiveness, reliability, assurance and empathy) and students satisfaction. Data were collected through distributing 185 questionnaires among undergraduate students in a faculty of business at University of Jordan. The finding of this study showed that the assurance and the reliability dimensions of service quality are the two most important dimensions and have significant positive relationship with knowledge sharing.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Service quality, SERVQUAL, Student satisfaction, Higher education
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
Divisions: College of Business (COB)
Depositing User: Mr Husni Ismail
Date Deposited: 14 Nov 2011 08:58
Last Modified: 24 Jul 2013 12:16
URI: http://etd.uum.edu.my/id/eprint/2472

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