IDEAS home Printed from https://ideas.repec.org/h/tkp/mklp17/371-376.html
   My bibliography  Save this book chapter

Assessing Expectation and Perception of Service Quality. Case Study of a Romanian University

Author

Listed:
  • Lecturer Ilie Mihai Taucean

    (Politehnica University Timisoara, Romania)

  • Ana Gabriela Strauti

    (Politehnica University Timisoara, Romania)

  • Matei Tamasila

    (Politehnica University Timisoara, Romania)

  • Serban Miclea

    (Politehnica University Timisoara, Romania)

Abstract

The aims of this paper are to assess the service quality in a university and to identify what dimensions they have to prioritize to attain the customer satisfaction. In general, in service domain there is a demand to find ways to attract new customers, retain existing customers, and pursue customers' loyalty. In universities (as service based organizations), customers are the students, and new students are admitted yearly. There is a need to retain students for their following years at university and to follow graduate studies (master and PhD). The quality of the service has been considered as a critical factor for the success because of the connection to customer satisfaction. SERVQUAL model was used to achieve the objective of the study. To see the applicability of the model, a case study was conducted in a university in Romania

Suggested Citation

  • Lecturer Ilie Mihai Taucean & Ana Gabriela Strauti & Matei Tamasila & Serban Miclea, 2017. "Assessing Expectation and Perception of Service Quality. Case Study of a Romanian University," Management Challenges in a Network Economy: Proceedings of the MakeLearn and TIIM International Conference 2017,, ToKnowPress.
    • Handle: RePEc:tkp:mklp17:371-376
    as

    Download full text from publisher

    File URL: http://www.toknowpress.net/ISBN/978-961-6914-21-5/papers/ML17-072.pdf
    File Function: full text
    Download Restriction: no
    File URL: http://www.toknowpress.net/ISBN/978-961-6914-21-5/MakeLearn2017.pdf
    File Function: Conference Programme
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Sajjakaj Jomnonkwao & Thanapong Champahom & Vatanavongs Ratanavaraha, 2020. "Methodologies for Determining the Service Quality of the Intercity Rail Service Based on Users’ Perceptions and Expectations in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-20, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:tkp:mklp17:371-376. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Miha Jezovnik (email available below). General contact details of provider: http://www.toknowpress.net/proceedings/978-961-6914-21-5/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.