Perception of Service Quality in Higher Education

This study analyses the perception of Service Quality in Higher Education (SQHE): A comparative analysis of the Iranian and Nigerian students in the Eastern Mediterranean University, North Cyprus with the objectives of finding out the perspectives of service quality among the two nationalities regarding their satisfaction in SQHE. The study revealed that comparatively, both nationals see learning setting as the best while administrative process and transformative quality is the worst category of service provided by EMU. Therefore, EMU needs to improve on administrative process and transformative quality to provide comprehensive satisfactory services to the students. Most research studies have over used the SERVQUAL models proposed by Parasuraman et al (1985). Future researchers should extend the use of the adopted model used in this study in order to have a more comprehensive picture of service quality in higher education by testing something new like the HESQUAL dimension scale proposed by Teeroovengadadum et al, (2015).

Autorentext

Maryam Abdullahi ist derzeit Doktorandin an der Abteilung für Hotel- und Tourismusmanagement der Eastern Mediterranean University Nordzypern in Famagusta.