Assessment of the university services quality from view of students based on SERVPERF and HEDPERF Models

被引：0

作者：

Abbasi, Ebrahim ^{[1
]}

Gholiyan, Hossein ^{[1
,2
]}

机构：

[1] Al Zahra Univ, Tehran, Iran

[2] Islamic Azad Univ, Aliabad Katool Branch, Tehran, Iran

来源：

FIRST INTERNATIONAL CONFERENCE GLOBALIZATION: BUSINESS, FINANCE AND EDUCATION - GB-2011 | 2011年

关键词：

services quality; University; Servperf; Hedperf;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The goal of this study is comparative survey of students' perspective in Islamic Azad University from provided services quality based on SERVPERF and HEDPERF models. T-test results from 309 students showed that according to SERVPERF questionnaire, services quality is acceptable based on tangible factors, assured and empathy, but is not acceptable based on validity and accountability. Also according to HEDPERF, all of university services quality dimensions are acceptable. The ranking of different dimensions of services quality is not identical in two models as in SERVPERF model tangible factor has the highest rank and accountability has the lowest rank. But in HEDPERF model, academic factor has the highest rank and validity has the lowest rank. So university services quality has not identical results in two models.

引用

页码：67 / 71

页数：5

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