TY - JOUR
T1 - Service Quality
T2 - Gaps in the College of Business
AU - Kassim, Norizan Mohd
AU - Zain, Mohamed
PY - 2010/4
Y1 - 2010/4
N2 - This study investigated the discrepancy between students' expectations and their perceptions towards the quality of services in the college of business of a public university in one of the Gulf Cooperation Council countries. Using the SERVQUAL instrument, this study collected data from 141 students. To test the dimensionality of the instrument, all 22 items were analyzed using oblique rotation and varimax rotation. The results indicate that according to students, the faculty and the college are not currently delivering quality service. However, this study is limited to the result from only one small public college. Future study that can assess continuous performance using a larger sample should be conducted.
AB - This study investigated the discrepancy between students' expectations and their perceptions towards the quality of services in the college of business of a public university in one of the Gulf Cooperation Council countries. Using the SERVQUAL instrument, this study collected data from 141 students. To test the dimensionality of the instrument, all 22 items were analyzed using oblique rotation and varimax rotation. The results indicate that according to students, the faculty and the college are not currently delivering quality service. However, this study is limited to the result from only one small public college. Future study that can assess continuous performance using a larger sample should be conducted.
KW - Continuous improvement
KW - Service quality
KW - SERVQUAL
UR - http://www.scopus.com/inward/record.url?scp=77951098965&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=77951098965&partnerID=8YFLogxK
U2 - 10.1080/15332961003604394
DO - 10.1080/15332961003604394
M3 - Article
AN - SCOPUS:77951098965
SN - 1533-2969
VL - 31
SP - 235
EP - 252
JO - Services Marketing Quarterly
JF - Services Marketing Quarterly
IS - 2
ER -