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Title: Students' perceptions of service quality at the Durban University of Technology
Authors: Arpin, Justin 
Keywords: Universities and colleges--Quality control;Universities and colleges--Evaluation;Marketing research;Consumers--Research
Issue Date: 2007
Interest in the quality of university education has grown considerably over the last decade. Higher education institutions are increasingly placing greater emphasis on meeting students’ expectations and needs. As universities become more student orientated, student perceptions of higher educational facilities and services are becoming more important. It is apparent that there is a need to measure students’ perceptions of service quality at the Durban University of Technology.
To investigate students’ perceptions of service quality, a study was conducted which was guided by four objectives. These objectives were: firstly, to identify students’ expectations in terms of higher educational services provided; secondly, to ascertain the perceptions of students towards the service the Durban University of Technology provides; thirdly, to measure the gaps between the expectations and perceptions, using the SERVQUAL score, and fourthly, to calculate and measure the score of the five SERVQUAL dimensions.
Thesis (M.B.A.)-Business Studies Unit, Durban University of Technology, Durban, South Africa, 2007.
Appears in Collections:Theses and dissertations (Management Sciences)

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