dc.contributor.author | Owino, Edward | |
dc.contributor.author | Kibera, Francis | |
dc.contributor.author | Munyoki, Justus | |
dc.contributor.author | Gituro, Wainaina | |
dc.date.accessioned | 2014-07-15T09:37:14Z | |
dc.date.available | 2014-07-15T09:37:14Z | |
dc.date.issued | 2014 | |
dc.identifier.citation | Owino, Edward, et al. "Service Quality in Kenyan Universities: Dimensionality and Contextual Analysis." European Journal of Business and Management 6.11 (2014): 180-194. | en_US |
dc.identifier.uri | http://iiste.org/Journals/index.php/EJBM/article/view/12229/12582 | |
dc.identifier.uri | http://hdl.handle.net/11295/73006 | |
dc.description.abstract | The dimensionality of service quality remains debatable with extant literature revealing divergence in thought.
This study examined the dimensions of service quality and tested the existence of a significant difference in
service quality perception between public and private university students in Kenya. Guided by a positivist
paradigm and cross sectional sample survey, data was collected from 750 randomly selected respondents. A 56
item scale instrument based on performance only paradigm was self-administered to select university students.
Factor analysis was employed in determining potent service quality dimensions and Analysis of Variance test
used in comparative analysis. A four factor construct was revealed, with service blue print emerging as an
additional dimension of service quality in the Kenyan university context. It was established that there exist a
significant difference in the dimensions of service quality between public and private university students. This
implied that an appreciation of service quality dimensions is imperative in managing student’s expectation and
that the university managers have to apply contingent service quality practices. The study recommends adequate
regulation to standardize service quality irrespective of the service context. | en_US |
dc.language.iso | en | en_US |
dc.title | Service Quality in Kenyan Universities: Dimensionality and Contextual Analysis | en_US |
dc.type | Article | en_US |
dc.type.material | en_US | en_US |