Assessing service quality in schools of business: dimensions of service quality in continuing professional education (CPE)

Authors

  • Miguel Morales Universidad ESAN, Lima, Peru
  • Luis Felipe Calderón Universidad ESAN, Lima, Peru

DOI:

https://doi.org/10.46631/jefas.1999.n9-10.06

Keywords:

business school

Abstract

This paper reports the results of a study on service quality in a business school. We examine the concept of service quality with data collected from 205 executive students. The resulis obtained from applying exploratory factor analysis to our data suggest that the theoretical factor structure consisting offive factors could not be empirically replicated. The empirical factor structure consists of four factors (tangibles, faculty, administration, and reliability-empathy) being reliability-empathy the most important dimension for professional students. Confirmatory factor analysis results provide strong support for the four-dimensional structure of service quality in a business school setting.

Downloads

Download data is not yet available.

References

ALLEN, Jeff and DAVIS, Duane. 1991. “Searching for excellence in marketing education: The relationship between service quality and three outcome variables”. Journal of Marketing Education. Spring, p- 47-55.

BABAKUS, E. and BOLLER, G. W. 1992. “An empirical assessment of the SERVQUAL scale”. Journal of Business Research. Vol. 24, p. 253-268.

BATESON, J. E. G. 1995. Managing service marketing. 3% ed Dryden Press, Fort Worth, TX.

BENTLER, P. M. 1990. “Comparative fit indexes in structural models”. Psychological Bulletin. Vol. 107, p. 238-246.

——. 1995. EQS: Structural equations program manual. Encino, CA, Multivariate Software, Inc.

BENTLER, P. M. and BONNETT, D. 1980. “Significance tests and goodness of fit in the analysis of covariance structures”.

Psychological Bulletin. Vol. 88, p. 588- 606.

BITNER, Maty Jo. 1990. “Servicescapes: The impact of physical surroundings on customers and employees”. Journal of Marketing. Apr. 1992, vol. 56, p. 57-71.

——. 1992. “Evaluating service encounters: The effects of physical surrounding and employee responses”. Journal of Marketing. Apr. 1990, vol. 54, p. 69-82.

BOLLEN, K. 1990. “Overall fit in covariance structure models: Two types of sample size effects”. Psychological Bulletin. Vol. 107,

iss. 2, p. 256-259.

BRIGHAM, S. 1994. “Snapshots of a movement: profiles of campuses implementing CQI”. American Association for Higher

Education. Washington, DC.

BROWN, Daniel and KOENIG, Harold. 1993. “Applying total quality management to business education”. Journal of Education

for Business. Jul.-Aug., p. 325-329.

BROWN, Tom J., CHURCHILL, Gilbert A. Jr. and PETER, J. Paul. 1993. “Research note: Improving the measurement of service quality”. Journal of Retailing. Vol. 69, iss. 1, Printemps 1993, p. 127-139.

BUTTLE, F. 1996. “SERVQUAL: Review, critique, research agenda”. European Journal of Marketing. Vol. 30, iss.1, p. 8-32.

CALDER, Bobby; PHILLIPS, Lynn W. and

TYBOUT, Alice. 1981. “Designing research for application”. Journal of Consumer Research. Sept., vol. 8, p. 197-207.

CARMAN, James H. 1990. “Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions”. Journal of Retailing. Vol. 66, iss. 1, p. 33-55.

CARMINES, Edward and MCcIVER, Johm. 1981. “Analyzing models with unobserved variables: Analysis of covariance structures”. In: G. Bohrnstedt and E. Borgatta (eds.) Social Measurement: Current Issues. Beverly Hills, CA., Sage Publications, p. 65-115.

CASHIN, W. E. 1990. “Students ratings of teaching: A summary of the research”. Management Newsletter. Vol. 4, iss. 1, p. 27.

CHURCHILL, Gilbert. 1979. “A paradigm for developing better measures of marketing Constructs”. Journal of Marketing Research. February, vol. 16, p. 64-73.

COLLTER, D. A. 1990. “Measuring and managing service quality”. In: Bowen, D.E.; Chase, R.B. and Cummings, T. G.

(Eds.). Service Management Effectiveness. San Francisco, CA., Jossey-Bass.

COOK, Robert W. and ZALLOCCO, Ronald. 1979. “A multi-attribute model for the prediction of university preference”. In:

Academy of Marketing Science Proceedings. Academy of Marketing Science.

CRONBACH, J. 1951. “Coefficient alpha and the internal structure Of tests”. Psychometrika. Sept., Vol. 16, p. 297-334.

CRONIN, J. J. Jr. and TAYLOR, $. A. 1994, “SERVPERF vs. SERVQUAL: Reconciling performance-based and perceptionsminus-expectations measurement of service quality”. Journal of Marketing. Vol. 58, iss.1, p.125-131.

——. 1992. “Measuring service quality: A reexamination and extension”. Journal of Marketing. Jul., vol. 56, iss. 3, p. 55-68.

CROSBY, Lawrence; EVANS, Kenneth R. and COWLES, Deborah. 1990. “Relationship quality in services selling: An interpersonal influence perspective”. Journal of Marketing. Jul., vol. 54, p. 68-81.

EIGLIER, Pierre and LANGEARD, Eric. 1987. Servuction: le marketing des services. Auckland, Nouvelle-Zélande; Montréal,

McGraw-Hill. ENTWISTLE, N. J. and TAIT, H. 1990. “Approaches to learning, evaluation of teaching, and preferences for contrasting

academic environments”. Higher Education. Vol. 19, p. 169-194.

FINN, David W. and LAMB, Charles W. 1991. “An evaluation of the SERVQUAL scales in retail setting. Advances in Consumer

Research. Vol. 18, p. 483-490.

FORNELL, Claes and LARCKER, David. 1981. “Evaluating structural equations models with unobservable variables and measurement error”. Journal of Marketing. Feb., Vol. 18, p. 39-50.

GIBBS, G. 1995. “How can promoting excellent teachers promote excellent teaching?”. Innovations in Education and

International Training. Vol. 32, n* 1, p. 74-84.

GRONHAUG, K. and ARNDT, J. 1980. “Consumer dissatisfaction and complaint behavior feedback: a comparison of public

and private delivery systems”. In: Olson,

J.C. (Ed.), Advances in Consumer Research. Vol. 7. Ann Arbor, MI, Association for Consumer Research, p. 324-328.

Gerald M. 1993. “Gap analysis of college student satisfaction as a measure of professional service quality”.

Journal of Professional Services Marketing. Vol. 9, iss. 1, p. 115-128.

HATTITE, J. and WATKINS, D. 1988. “Preferred classroom environment and approach to learning”. British Journal of

Educational Psychology. Vol. 58, p. 345- 349.

HAYES, R. H. and WHEELWRIGHT, $. C. 1984. Restoring our competitive edge. New York, NY., John Wiley £ Sons.

LEBLANC, Gaston and NGUYEN, Nha. 1994. “Searching for excellence in business education: An exploratory study of customer impressions of service quality”. In:

Proceedings of the Annual Conference of the Administrative Sciences Association of Canada, Education Management Division. Vol. 15, iss. 10, p. 1-11.

MARSH, H. W. and BAILEY, M. 1993. “Multidimensional Students” Evaluation of Teaching Effectiveness”. Journal of Higher Education. Vol. 64, N* 1, p. 1-18.

McELWEE, G. and REDMAN, T. 1993. “Upward appraisal in practice: An illustrative example using the QUALED model”. Education + Training. Vol. 35, n* 2, p.

-31.

MORALES, Miguel; LADHARI, Riad; PERREAULT, Simon and NYECK, Simon. 1998. “La validité de la mesure de la qualité

des services: une évaluation de 10 ans d'utilisation de SERVQUAL. Département de Marketing. Faculté des sciences de

Y administration. Université Laval. Research Paper N* 1998-014.

NUNNALLY, Jum C. 1978. Psychometric Theory. 2% ed. New York, McGraw-Hill.

OLIVER, R. L. 1989. “Processing of the satisfaction response in consumption: A suggested framework and research propositions”. Journal of Consumer Satisfaction,

Dissatisfaction, and Complaining Behavior. 1ss. 2, p. 1-16.

PARASURAMAN, A.; ZEITHAML, Valarie A. and BERRY, Leonard L. 1985. “A conceptual model of service quality and

its implications for future research”. Journal of Marketing. Automne, Vol. 49, iss. 4, p. 41-50.

——-. 1994. “Alternative scales for measuring service quality: A comparative assessment

based on psychometric and diagnostic criteria”. Journal of Retailing. Automne, Vol. 70, iss. 3, p. 201-230.

PETERSON, Robert A. 1994. “A Meta-analysis of Cronbach's Coefficient Alpha”. Journal of Consumer Research. Vol. 21,

iss. 2, p. 381-391.

PIKE, G. R. 1993. “The relationship between perceived learning and satisfaction with

college”. Research in Higher Education. Vol. 34, n* 1, p. 23-40.

PUNJI, Girish and STAELIN, Richard. 1978. “The choice process for graduate business schools”. Journal of Marketing Research.

Vol. 15, p. 588-598.

RAMSDEN, P. 1991. “A Performance indicator of teaching quality in higher educa-tion: the course experience questionnaire”.

Studies in Higher Education. Vol. 16, n* 2, p. 129-150.

RIGOTTI,S. and PITT, L. 1992. “SERVQUAL as a measuring instrument for service provider gaps in business schools”. Management Research News. Vol. 15, n* 3, p.

-17.

SEYMOUR, D. T. 1992. On Q: Causing quality in higher education. Macmillan

Press. New York.

STERN, Bruce and TSENG, Douglas P. 1993. “U.S. business schools” reaction tothetotal quality management movement”. Journal

of Education for Business. Sept.-Oct., Vol. 69, p. 44-48.

SURPRENANT, Carol and SOLOMON, Michael. 1987. “Predictability and personalization in the service encounter”. Journal

of Marketing. Apr., vol. 51, p. 73-80.

TABACHNICK, Barbara and FIDELL, Linda. 1996. Using multivariate statistics. 3d. Prentice Hall.

TEAS, R. Kenneth. 1993. “Expectations, performance evaluation and consumers” perception of quality”. Journal of Marketing. Oct., vol. 57, iss. 4, p. 18-34.

——. 1994. “Expectations as a comparison standard in measuring service quality: An assessment of a reassessment”. Journal of Marketing. Jan., vol. 58, iss. 1, p. 132-139.

VALETTE-FLORENCE, Pierre. 1988. “Analyse structurelle comparative des composantes des systémes de valeurs selon

Kahle et Rokeach”. Recherche et Applications en Marketing. Vol. 3, n* 1, p. 15- 34.

VAUGHN, Ronald; PITLIK, Joseph and HASONTIA, Behram.1978. Understanding university choice: A multi-attribute

approach. Association for Consumer Research.

WHEATON, B.; MUTHÉN, B.; ALWIN, D. and SUMMERS, G. 1977. “Assessing reliability and stability in panel models”.

Sociological Methodology. San Francisco, Jossey-Bass. p. 84-136.

ZEITHAML, Valarie and BITNER, Mary Jo.1996. Services Marketing. McGrawHill.

Downloads

Published

2021-09-03

How to Cite

Morales, M., & Calderón , L. F. (2021). Assessing service quality in schools of business: dimensions of service quality in continuing professional education (CPE). Journal of Economics, Finance and Administrative Science, 5(9-10), 125–140. https://doi.org/10.46631/jefas.1999.n9-10.06

Similar Articles

<< < 1 2 3 4 5 > >> 

You may also start an advanced similarity search for this article.