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Students’ Perceptions about Role of Faculty and Administrative Staff in Business Education Service Quality Assessment

Author

Listed:
  • Maja Arslanagić-Kalajdžić

    (School of Economics and Business, University of Sarajevo)

  • Selma Kadić-Maglajlić

    (School of Economics and Business, University of Sarajevo)

  • Muris Čičić

    (School of Economics and Business, University of Sarajevo)

Abstract

This paper focuses on dimensions of the perceived service quality measurement for business schools. We propose an adapted SERVQUAL measure of expected and perceived quality, where employees at business schools are split into two groups: faculty and administrative staff, and assessed separately. This measure represents a tool for comparable service quality assessment at business schools. Empirical data were collected among undergraduate students in a developing economy. A total of 282 respondents were used to assess the overall fit of the proposed model and to test the differences between the expectations and the perceptions of service quality in a business school. The results support usability of the proposed adapted SERVQUAL measure. Therefore, the study contributes to the existing literature reporting the findings on service quality in an educational context.

Suggested Citation

  • Maja Arslanagić-Kalajdžić & Selma Kadić-Maglajlić & Muris Čičić, 2014. "Students’ Perceptions about Role of Faculty and Administrative Staff in Business Education Service Quality Assessment," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 26(1), pages 93-108.
    • Handle: RePEc:zag:market:v:26:y:2014:i:1:p:93-108
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    References listed on IDEAS

    as
    1. Helm, Sabrina, 2011. "Employees' awareness of their impact on corporate reputation," Journal of Business Research, Elsevier, vol. 64(7), pages 657-663, July.
    2. Anita Ciunova-Shuleska & Nikolina Palamidovska & Marija Grishin, 2013. "An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(1), pages 21-36.
    3. Ariana Nefat & Nika Paus, 2008. "Determinants of customer satisfaction with service encounter," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 20(2), pages 195-210.
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