Service Quality Essay

www.sciedu.ca/ijba

International Record of Business Administration

Vol. 2, Number 1; Feb 2011

Comparative Analysis of Business Students' Perceptions of Service Quality Offered in Kenyan Universities Debbie Wambui Kimani (Corresponding author) The Catholic University of Eastern The african continent P. To. Box 62157, 00200, Nairobi, Kenya Tel: +254-716-642262 Email: [email protected], [email protected] com Elias Kiarie Kagira Department of Business Government, Africa Nazarene University (Kenya) P. Um. Box -53067 Nairobi, Kenya Tel. +254- 713-209606 Email: [email protected] ac. ke, [email protected] com Lydia Kendi Section of Educational Psychology, Kenyatta University (Kenya) P. To. Box 43844 Nairobi, Kenya Tel. +254-723- 835188 Received: December 6, 2010 Fuzy The purpose of this kind of study was going to ascertain business students' notion of service quality provided by general public and private universities in Kenya. As a relative study, it aimed at understanding how various elements or sizes of services quality influenced their perception within a school setting. The comparison was between two public and two exclusive universities situated in rural and urban settings in Kenya. A study design of cross sectional characteristics was used to assess business students' perception of service top quality. A 7-point likert size questionnaire was used. It included 73 statements about university or college administration, lecture halls, students' cafeteria, catalogue, residential entree, switch table, student support, academic staff, general organization and students' welfare. The questionnaire also contained assertions about overall quality with the institution, students' feelings about the establishment and their long term visits as well as the background info of the respondents. A total of 424 forms were utilized for analysis. Studies indicated that a majority of university students had been positive about the quality of services they received in their respective universities with overall imply scores endowed. The important sizes or elements that decided service quality in Kenya universities were administrative quality, academic top quality, programs quality, student support, and accessibility to resources. Acceptable analysis suggested that the Country Private university perception was most great leading with an average report of five. 25, and then Urban Public university (4. 42), City Private college or university (4. 22) and Non-urban Public school (4. 07) in that order on a size of 7. 0. One of the constraints of this analyze was in the sample where the study tested only organization students' awareness and ignored all the other learners taking additional degree programs. This restrictions the generalization of the conclusions across universities. The managerial implication is the fact measuring college students perceptions of service quality enables a university to prioritize key elements identified as important by the students for powerful allocation of resources. Evaluating perceptions throughout the universities is critical for benchmarking and collaborative accreditations. Keywords: Service top quality, Higher education, Belief 1 . Launch In today's competitive environment, object rendering quality assistance is a important for success, and a lot of experts concur that the most strong competitive instrument currently reshaping marketing and business strategy can be service quality. Over the years, 98

ISSN 1923-4007 E-ISSN 1923-4015

E-mail: [email protected] co. uk doi: 12. 5430/ijba. v2n1p98

Accepted: January 31, 2011

www.sciedu.ca/ijba

Foreign Journal of Business Operations

Vol. 2, No . one particular; February 2011

service top quality has been associated with increased earnings and is viewed as providing an important competitive advantage by generating repeat sales, positive recommendations feedback, customer loyalty and competitive item and services differentiation. Since Zeithaml, Bitner and Glemler (Zeithaml, Bitner, & Glemler, 2009) speak about that the issue of greatest priority requires understanding the impact of...

Popular

 Sales And Inventory System Essay
Sales And Inventory System Essay

п»ї This kind of data dictionary is all about the do of all my system like order buttons, text message boxes and others.. example…...

 Abigail Williams Questions Article
Abigail Williams Questions Article

AbiThesis- Abigail Williams used her manipulative skills to acquire her way and produce hysteria in the town of Salem. 1 . Why would Abigail run away Salem?…...

 Federer Essay
Federer Essay

Presently there shouldn't be nearly anything left to say of Roger Federer. The superlatives ought to be fatigued, the eulogies weary, the mysteries solved, the magic tips deconstructed. And…...

 Marketing and Quartz Model Essay
Marketing and Quartz Model Essay

Aqualisa Circumstance Analysis Nature of the Condition Aqualisa, a U. T. shower company is having difficulties selling their particular newly created, technologically innovated Quartz shower product. The Quartz…...