Provider-Customer Perceptions in Service Quality: a Gap Analysis at Ishik University, Sulaimani

• Autorzy: Khayal Mahsum , Paveh Muhammed , Ala Omer
• Języki publikacji: EN

Abstrakty

EN

It is known that the service quality is the main parameter of every service providing organization to survival. Thus, the organizations must evaluate their service quality periodically and plan for the improvement. While evaluating their service quality, companies shouldn't rely only on the end users but also the gap between what the customers perceives differ from what the providers do. The study aims to compare the service providing perceptions of department/unit managers and the service quality evaluations of students at private universities. To do this, we have used the ServQual survey questionnaire to all service providing academic and administrative units of Tishk International University (Formerly known as Ishik University). The data has been collected in two phases; first is from all managers and the working staff of the academic/administrative unit and the second is from the students for each unit that they receive service from. Those departments were cafeteria, students' affairs, dean of students, academic department of student, and accounting unit. Based on the results, we have given some suggestions to the administration. (original abstract)

Słowa kluczowe

EN

Higher education; Services; Quality of services; SERVQUAL method; Satisfaction research

PL

Szkolnictwo wyższe; Usługi; Jakość usług; Metoda SERVQUAL; Badanie satysfakcji

• Czasopismo: Economics, Management and Sustainability
• Rocznik: 2019
• Tom: 4
• Numer: nr 2
• Strony: 49--60

Twórcy

autor

Khayal Mahsum

• Ishik University, Sulaimani, Kurdistan Region of Iraq

autor

Paveh Muhammed

• Ishik University, Sulaimani, Kurdistan Region of Iraq

autor

Ala Omer

• Ishik University, Sulaimani, Kurdistan Region of Iraq

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Identyfikatory

DOI

10.14254/jems.2019.4-2.5