About this paper

Appears in:
Pages: 8373-8382
Publication year: 2018
ISBN: 978-84-09-02709-5
ISSN: 2340-1117
doi: 10.21125/edulearn.2018.1951

Conference name: 10th International Conference on Education and New Learning Technologies
Dates: 2-4 July, 2018
Location: Palma, Spain

GAP ANALYSIS BETWEEN PERCEIVED AND EXPECTED OF SERVICE QUALITY IN GREEK TERTIARY EDUCATION

S. Anastasiadou

Univerity of Western Macedonia (GREECE)
Purpose:
The key aim of the present paper is to investigate the inter-relationships of major constructs related to tertiary students’ satisfaction regarding University services. The aim of the paper is to assess in University service quality in Greece. The paper examines the relationship or the gap between perceived and expected of service quality related to its dimensions named tangibility, reliability, assurance, responsiveness, empathy, and accessibility.

Design/ Methodology/ Approach:
The present study aims at enlightening the causes leading to Greek tertiary students’ satisfaction or obstructing it. The instrument, which measured customers’ satisfaction in relation to service quality, is SERVQUAL.

Findings:
The research findings can draw awareness to significant and arbitrate effects of tangibility, reliability, assurance, responsiveness, empathy, and accessibility related to service quality in university departments. In addition, it highlights on Greek tertiary students’ negative attitudes and obstacles or positive behaviors toward University services. Moreover, the research findings point out the necessity of understanding the current situation related to Quality Assurance Principles in Tertiary educational level and accepting the real need of initiatives changes in order to find appropriate solutions which will meet the need of students’ needs and demands for excellence.

Research limitations / implications:
The study was refereeing to Greek graduate students’ satisfaction from University services during their studies. Future research could supply new empirical results in relation to the current situation of young people employment.

Originality/ value:
The paper contributes to portraying a totally new situation, asking for excellence concerning Greek University services in relation to students’ needs.
@InProceedings{ANASTASIADOU2018GAP,
author = {Anastasiadou, S.},
title = {GAP ANALYSIS BETWEEN PERCEIVED AND EXPECTED OF SERVICE QUALITY IN GREEK TERTIARY EDUCATION},
series = {10th International Conference on Education and New Learning Technologies},
booktitle = {EDULEARN18 Proceedings},
isbn = {978-84-09-02709-5},
issn = {2340-1117},
doi = {10.21125/edulearn.2018.1951},
url = {http://dx.doi.org/10.21125/edulearn.2018.1951},
publisher = {IATED},
location = {Palma, Spain},
month = {2-4 July, 2018},
year = {2018},
pages = {8373-8382}}
TY - CONF
AU - S. Anastasiadou
TI - GAP ANALYSIS BETWEEN PERCEIVED AND EXPECTED OF SERVICE QUALITY IN GREEK TERTIARY EDUCATION
SN - 978-84-09-02709-5/2340-1117
DO - 10.21125/edulearn.2018.1951
PY - 2018
Y1 - 2-4 July, 2018
CI - Palma, Spain
JO - 10th International Conference on Education and New Learning Technologies
JA - EDULEARN18 Proceedings
SP - 8373
EP - 8382
ER -
S. Anastasiadou (2018) GAP ANALYSIS BETWEEN PERCEIVED AND EXPECTED OF SERVICE QUALITY IN GREEK TERTIARY EDUCATION, EDULEARN18 Proceedings, pp. 8373-8382.
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