Measuring Higher Education Service Quality (A Study across Some Selected Universities in Ghana)

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dc.contributor.advisorAdom, K.
dc.contributor.advisorNarteh, B.
dc.contributor.authorAsinyo, I. K. E.
dc.contributor.otherUniversity of Ghana, College of Humanities, Business School, Department of Marketing and Consumer Management
dc.date.accessioned2016-06-16T10:30:33Z
dc.date.accessioned2017-10-14T01:12:22Z
dc.date.available2016-06-16T10:30:33Z
dc.date.available2017-10-14T01:12:22Z
dc.date.issued2015-07
dc.descriptionThesis (MPhil.) - University of Ghana, 2015
dc.description.abstractMeasuring service quality in higher education has become an important exercise to determine students‟ level of satisfaction and possibility of continue enrolment. This paper focuses on measuring Ghana‟s higher education service quality with the specific objective of identifying perceptions of students in University of Ghana (UG), Ghana Institute of Management and Public Administration (GIMPA) and University of Professional Studies, Accra (UPSA)as a means to evaluate the quality of service offered by these universities. The SERVQUAL model was adopted as the conceptual framework for this study. Questionnaires were used to collect data from randomly selected 300students in the business schools of the above institutions. The study found that, empathizing with students, instilling confidence in students, being responsive to students and timely delivery of promises by staff of the institutions were the key service quality criteria that affect the students‟ perception of service delivery. The study recommended that, higher education institutions in Ghana should therefore put measures in place and take steps that will greatly improve student staff relationships which in the long run, affirmatively influence students‟ perception of service quality. The smallest dimension gap score proved to be tangibles, while the largest gap score in the study proved to be reliability followed by responsiveness.en_US
dc.format.extentxi, 104p. : ill.
dc.identifier.urihttp://197.255.68.203/handle/123456789/8433
dc.language.isoenen_US
dc.publisherUniversity of Ghanaen_US
dc.rights.holderUniversity of Ghana
dc.titleMeasuring Higher Education Service Quality (A Study across Some Selected Universities in Ghana)en_US
dc.typeThesisen_US

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