Evaluating Perception, Expectation of Students/Pre-service Teachers and Service Quality Gap in Greek Tertiary Education
Abstract
The main plan of the present article is to explore the inter-relationships of foremost constructs related to students/pre-service teachers as Customer Satisfaction regarding ASPETE services. The aim of the article is to assess the ASPETE service quality in a period of financial crisis and unemployment. The article examines the relationship or the gap between perceived and expected quality of service in terms of all its dimensions such as tangibility, reliability, assurance, responsiveness, empathy and accessibility.
Keywords: students/pre-service teachers, satisfaction, ASPETE, quality, services
References
[1] Alridge, S. and Rowley, J. (2001). Conducting a withdrawal survey. Quality in Higher Education, vol. 7, no. 1, pp. 56–63.
[2] Ananth, A., Ramesh, R., and Prabaharan, B. (2011). Service quality GAP analysis in private sector banks. A customer Perspective. International Indexed Journal, vol. II, no. 1, pp. 245–252.
[3] Anastasiadou, S. (2016). Evaluation of the implementation of TQM principles in tertiary education using the EFQM excellence model: Research in educational departments of Greek Universities. Dissertation, Geek Open University.
[4] Bigne, E., Moliner, M. A., and Sanchez, J. (2003). Perceived quality and satisfaction in multi service organizations: The case of Spanish public services. The journal of Services Marketing, vol. 17, no. 4, pp. 420–442.
[5] Brenders, D., Hope, P., and Ninnan, A. (1999). A systemic student-centered study of university service. Research in Higher Education, vol. 40, pp. 665–685.
[6] Brown, R. and Mazzarol, T. (2009). The importance of institutional image to student satisfaction and loyalty within higher education. Higher Education, vol. 58, pp. 81–95.
[7] Cronin, J. J., Ir. and Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, vol. 56, pp. 55–68.
[8] Goetch D. L. and Davis S. B. (2013). Tziola (ed.) Quality Management and Organizational Excellence. Thessaloniki.
[9] Gronroos, C. (1982). Strategic Management and Marketing in the Service Sector. Helsingfors: Swedish School of Economics and Business Administration.
[10] Han, L. and Hayduk, S. (2003). Gaining competitive advantages in higher education: Analyzing the gap between expectations and perceptions of service quality. International Journal of Value-based Management, vol. 16, no. 3, pp. 223–242.
[11] Hill, F. (1995). Managing service quality in higher educator: The role of the student as primary consumer. Quality Assurance in Education, vol. 3, pp. 10–21.
[12] Hoffman, K. D. and Bateson, J. E. G. (2006). Services Marketing: Concepts, Strategies, and Cases (third edition). Ohio: Thomson South-Western.
[13] Katler, P. and Armostrong, G. (2000). Marketing Principles. Tehran, Iran: Adabestan Publication.
[14] Mohammand, G. and Moghadam, N. S. (2016). The reviews of gap between customers’ expectations and perceptions of electronic service quality Saderat Bank in Zahedam. International Business Management, vol. 10, no. 10, pp. 2017–2022.
[15] Musaba, C. N., Musaba, E. C., and Hoabeb, S. I. R. (2014). Employee perceptions of service quality in the Namibian hotel industry: A SERVQUAL approach. International journal of Asian Social Science, vol. 4, no. 4, ll. 533–543.
[16] Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, vol. 49, no. 4, pp. 41–50.
[17] Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988). SERVQUUAL: A multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing, vol. 64, no. 1, pp. 12–40.
[18] Sadek, D., Zainal, N., Taher, M., et al. (2010). Service quality perceptions between Cooperative and Islamic Banks of Britain. American Journal of Economics and Business Administration, vol. 2, no. 1, pp. 1–5.
[19] Spreng, R. A. and Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, vol. 72, no. 2, pp. 52–64.
[20] Steiakis, E. and Kofidis, N. (2010). Tziola (ed.) Management and Quality Control. Thessaloniki, Greece.
[21] Tan, K. and Kek, S. (2004). Service quality education in higher education using an enhanced SERVQUAL approach. Quality in Higher Education, vol. 10, pp. 17–24.
[22] Wright, R. (1996). Quality factors in higher education: The students’ viewpoint. College Student Journal, vol. 30, pp. 269–273.
[23] Yang, Z. and Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, vol. 15, no. 3, pp. 302–326.