STUDY MODE DIFFERENCES IN STUDENT’S PERCEPTION OF EDUCATION SERVICE QUALITY IN SELECTED POLYTECHNICS IN NORTHERN NIGERIA
Keywords:
Polytechnic, Service Quality. Mode of study, SERVPERF
Abstract
This investigation was designed to determine student perception of Polytechnic education service quality dimensions in relation to their mode of study in Northern Nigeria. Six null hypotheses were constructed to guide the study. The quantitative research adopted the descriptive survey design method. The target population are all Polytechnic students studying different programs in Northern Nigeria. A sample size of 441 respondents were determined based Krejice and Morgan Table, and sampled using stratified random sampling technique. A structured questionnaire (SERVPERF) was adopted consisting of 27 items used in similar studies (Brochado, 2009; Cronin & Taylor, 1994, etc.) as tool for data collection. The tool was structured on five point Likert ratting pattern ranging from strongly disagree (1) to strongly agree (5). The composite reliability of the tool was .980 coefficient determined using Cronbach alpha method. Copies of the instrument were personally administered during classes and data were analyzed using both descriptive and inferential; statistics with the help of SPSS. The findings reveal that the level of students’ satisfaction was negative and insignificant, while the perceived level of loyalty was significant. There was significant relationship between each of the service quality dimension and student’s satisfaction, student satisfaction and loyalty. Students in evening/weekend and distance learning mode of study are more satisfied compared to their counterparts on full-time basis. Equally, older students who are more matured and experienced complain less than the younger ones. Based on all these, recommendations were made towards improving the service quality and customer satisfaction in Polytechnic education by the institution’s managers, administrators and policy makers and implementers.
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References
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Adegye, D. I. (2015). Effective working capital management and the probability of quoted Banks in Nigeria. Euro. J. Acc. Aud. Fin. Rese. 3, 97-107.
Adekiye, A.A., Bamidele, A., Paul, K. D., & Adamu, A. G. (2019). Perception of service quality in higher educational institution: A study of selected universities in North West region of Nigeria. Journal of Finance and Marketing, 3(3), 8-19. http://www.allieducademics.org/journal-fianance-marketing/
Adil, D., & Ghaswyneh, O. A. (2013). SERVQUAL and SERVPERF: A review of measures in service marketing research. Global Journal of Business.http://journalofbusiness.org/index.php/GJMBR/article/view/1010
Al-Alak, B.A.M., (2006). The impact of marketing actions on relationship quality in the higher education sector in Jordan. Journal of Marketing for Higher Education. 16(2), 1-23.
Anderson, E. W., Fornell, C., & Lehman, D. R. (1994). Customer satisfaction, Market share and profitability. Findings from Sweden. Journal of Marketing, 58, 53-66.
Arambewela, R., & Hall, J. (2006). A comparative analysis of international education satisfaction suing SERVQUAL. Journal of Services Research, 6, 141-163.
Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: The case of university education. European Journal of Marketing, 31(7), 528-540
Becker. G. S. (1962). Investment in human capital: A theoretical analysis. Journal of Political Economy. Doi:10.1086/258724.
Brochado, A. (2009) Comparing alternative instruments to measure service quality in higher education. Quality Assurance in Education, 17(2), 174-190. Doi: 10.1108/09684880910951381
Cardona, M. M. M., & Bravo, J. J. J. (2012). Service quality perceptions in higher education institutions: The case of a Colombian university. Estuios Gerenciales, 28(125), 23-29. Doi:10.1016/SO123-5923(12)70004-9
Chan, C. Entrekin, L., & Anderson, C. (2003). Psychometrics assessment of the perception of service quality. Res. Pract. Hum. Resour. Manage., 11, 65-74.
Church Hill, Jr G. A. & Surprenant, C. (1982). An investigation into the determinists of customer satisfaction. J. Marketing Res., 19, 491-504
Cronin, J. T. Jr., & Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56, 55-68. http://dx.doi.org/10.2307/1252296.
Crosby, P. B. (1979). Quality is free: The art of making quality certain. New American Library.
De Jager, J., & Gbadamosi, G. (2010). Specific remedy for specific problem measuring service quality in South African Higher education. Higher Education, 60(3), 251-267.
De-Shileds, O. W., Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: Applying Herzberg’s two-factor theory. International Journal of Educational Management, 19(2), 128-139.
Douglas, J., Douglas, A., & Barnes (2006). Measuring student satisfaction at a UK university. Quality Assurance in Education, 14(3), 251-267. doi: 10.1108/09684880610678568
Elliot, K. M., & Healy, M. A. (2001). Key factors influencing student satisfaction related to recruitment and retention. Journal of Marketing for Higher Education, 10(4), 1-11.
Elliott, K., & Shin, D. (2002). Student satisfaction: An alternative approach to assessing this important keting concept. Journal of Higher Education Policy and Management, 24(2), 197-209.
Eshghi, A., Roy, S., & Ganguli, S. (2008). Service quality and customer satisfaction: An empirical investigation in Indian mobile telecommunication services. Marketing Management. http://search.ebscohost.com/login.aspx? direct=true&profile.
Field, A. (2007). Discovering statistics through SPSS. Sage Press
Firdaus, A., (2005). The development of HEDPERF: a new measuring instrument of service quality for Higher Education. Int. Journal of Consumer Studies, 8(10), 231-250
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Garcl a-Aracil, A. (2009). European graduates level of satisfaction with higher education. Journal of Higher Education, 57(1), 1-21.
Gliem, J. A. & Gliem, R. R. (2003). Calculating, interpreting and reporting Cronbach Alfa reliability coefficient for Likert type scale. A paper presented at the Midwest research-to-practice Conference in Adult continuing and Community Education. The Ohio State University, Columbus OH, October, 8-10, 2003.
Groosman, P. C., Compton, D., Igra, M., Ronfeldt,….. & Shahan, E. (2009). Teaching practice: A cross professional perspective. Teachers Coll. Rec., 111, 2055-2100.
Gupta, P., & Kaushik, N. (2018). Dimensions of service quality in higher education – Critical review (students’ perspective). Int. Journal of Educational Management, 32(4), 580-605
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions and triggers on customer retention. J. Mar., 69, 210-218.
Hekgesen, O. & Nesset, E. (2007). What account for students’ loyalty? Some field study evidence. Int. Journal of Educational Management, 21(2), 126-43.
Icli, G., & Ani, N. (2014). The HEDQUAL scale: A new measurement scale fo service quality for MBA programs in higher education. South African Journal of Business Management, 45, 31-43. http://journals,co.za/content/busman/45/3/EJC159440
Illias, A., Hassan, H.F.A., Rahman, R. A. & Yason, M. R. (2008). Student satisfaction and service quality: Any differences in demographic factors? Int. Business Research, 1(4), 131-143.
Iwaarden, V. J., & Wiele, V. (2002). A study on the applicability of SERVQUAL dimensions for web sites. Erim Reort Series Research in Management
Jagar, J. D., & Gbadamasi, G. (2010). Specific remedy for specific problem: Measuring service quality in South African higher education. Higher education. http://link.springer.com/article/10.1007/s10734009-9298-6
Jiewanto, A., Laurens, C., & Nellah, L. (2012). Infleunce of service quality, university image and student satisfaction towards WOM intention: A case study of Univeritas Pilita Harapan Surabaya. Social and Behavioral Sciences, 40, 16-23.
Joo, B. A. (2017). Service quality and value creation in institutions of higher learning. Asian Journal of Research in Banking and Finance, 7(3), 9-17. Doi:10.5958/2249-7323.2017.0000104
Kenney, M. G. & Khanfar, N. M. (2009). Antecedents of repurchase intention: Proposition towards using marketing strategy to mitigate the attrition of online students. Ser. Marketing Q., 30, 270-286.
Khaala, P. B. (2010). The impact of the feelings of economic powerlessness and alienation on self-employment intentions. Journal of Language, Technology and Entrepreneurship in Africa, 2(1), 134-145. Doi:10.4314/jolte.v2i1.51995
Kpolovie, P. J. (2010). Advanced research methods. New Owerri, Nigeria: Springfield Publishers Ltd.
Kpolovie, P. J. (2011). Statistical techniques for advanced research. Owerri: Springfield Publishers’
Krejice, R. & Morgan, D. N. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30, 607-608.
Kwek, C. L., Lau, T. C., & Tan, H. P. (2010). Education quality process model and its influence on students perceived service quality. Int. Journal of Business and Management, 5(8), 154-165.
Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. In Berry, L., Shostack, G., & Upah, G. (Eds.). Emerging perspectives on services marketing. American Marketing Association, 99-107.
Lim, D. (2018). Quality assurance in higher education: A study of developing countries. Routledge.
Mai, L. W. (2005). A comparative study between UK and US: The student satisfaction in higher education and its influential factors. Journal of Marketing Management, 21, (7-8), 859-878. Doi:10.1362/026725705774538471.
Mariman, F., Mas-Machuca, M., & Berbegal-Mirabent, J. (2018). Fulfilment of expectations on students perceived quality in the Catalan higher education system. Total Quality Management & Business Excellence, 1-20. Doi:10.1080/14783363.2018.1433027
Mcfarlane, D. A. (2011). The school economy: Further exploration of concepts opportunities, challenges and questions. J. Bus. Studies Q., 2, 17-40.
Muktar, U., Anwar, S., Ahmed, U., & Baloch, M. A. (2015). Factors effecting the service quality of public and private sector universities comparatively: An empirical investigation. Journal of Arts, Science and Commerce, 6(3,1). 132-142.
Mwuiya, B., Siachinji, B., Bwalya, J., Sikombe, S., Chawala, M., Chanda, H., Kayekesi, M., Sakala, E., Muyenga, A., & Kaulungombe, B. (2019). Are there study mode differences in perceptions of university education service quality? Evidence from Zambia. Cogent Business & Management, 6(1), 157941, DOI:10.1080/23311975.2019.1579414
Naik, C. K., Gantasaia,, S. B., & Prabhakar, G. V. (2010). Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 17(2), 231-243.
Napitupulu, D., Rahim, R., Abdullahi, D., Setiawan, M., Abdillah, L., Ahmmar, R., … & Pranalo, A. (2018). Analysis of student satisfaction towards quality of service facility. Journal of Physics, IOP Publishing, 954 (1), p.012019.
Negi, R. (2009). Determining customer satisfaction through perceived service quality: A study of Ethiopian mobile users. Int. Journal of Mobile Marketing. http://search.ebscohost.com/login.aspx?dire
Odionye, E. (2014). The role of tertiary education in human resource development. J. Edu. Pra.. 5, 35.
Oliver, R. L., & Desarbo, W. S. (1989). Processing of the satisfaction response in consumption: A suggested framework and research proposition. Journal of Consumer Satisfaction. Dissertation and Complaining Behavior, 2, 1-7
Oliver, R. L., (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. J. Market. Res., 17, 460-469.
Pallant, J. (2016). SPSS survival manual: A step-by-step guide to data analysis using SPSS program (6th ed.). McGraw-Hill Education.
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple item scale for measuring consumer perc. Journal of Retailing. http:search.proquest.com/openview/7d007e04d7826195e552415bef6837/1?pq-origsite=gscholars&chi=41988
Saadati, S., (2012). The measurement education services quality payam noor university of garmsarwith using of SERVQUAL model. Journal of Basic Applied, 2(6), 63337-6343.
Salinda, I. M. W. Lalitha, R., & Fernando, S. (2017). Student satisfaction in higher education literature review. American Journal of Educational Research, 5(5), 533-539. Doi:10.12691/education-5-5-9.
Sojkin, B., Bartkowiak, P., & Skuza, A. (2012). Determinants of higher education choices and student satisfaction: The case of Poland. Higher Education, 63(5), 565-81.
Son, H. T., Ha., N. T., & Khuyen, P. T., (2018). Measuring students’ satisfaction with higher education service- An experimental study at Thainguyen University. Int. Journal of Business Marketing and Management, 3(4), 21-34.
Sultan, P., & Wong, H. Y. (2018). How service quality affects university brand performance, university brand image and behavioral intention: The mediating effects of satisfaction and trust and moderating role of gender and study mode. Journal of Brand Management, 1-16.
Twaissi, N.M. & Al-Kilani, M. H. (2015). The impact of perceived service quality on students’ intentions in higher education in a Jordanian government university. International Business Research, 8(5), 81-92. Doi:10.55339/ibr.v8n5B1.
Uppal, M. A., Ali, S., & Gulliver, S. R. (2018). Factors determining e-learning service quality. British Journal of Educational Technology, 49(3), 412-426. doi:10.1111/bje.2018.49.issue-3
Usman, U., & Mokhtar, S. M. (2016). Analysis of service quality, university image and student satisfaction on student loyalty in Higher Education in Nigeria. Int. Business Management, 10(12), 2490-2502.
Van Schal Kungk, R. D., & Steenkemp, R. J. (2014). The exploration by Service Quality and its measurement for private higher education institutions, South African Business Review, 18(2), 83-107. Doi.10.25/59/1998-8/25/5679.
Walsh, G., Mitchell, V. W., Jackson, P. R. & Beaty, S. E. (2009). Examining the Antecedents and consequences of corporate reputation: A customer perspective. British Journal of Management, 20(2), 187-203. doi: 10.1111/bjom, 2009.20 issue-2
Weirs-Jenssen, J., Stensaker, B., & Grogaard, J. B. (2002). Student satisfaction: towards an empirical deconstruction of the concept. Quality in Higher Education, 8(2), 183-96
Wilkins, S., & Balakrishnan, M. S., (2013). Assessing student satisfaction in transnational higher education. International Journal of Educational Management, 28(3), 254-264.
Yusuf, M. A., Afolabi, F. O., Oyetayo, M. D. (2014). Professionalism of teaching through functional teacher education in Nigeria. Euro, Sci, J., 10(4), 107-118.
Zineldin, M. (2007). The quality of higher education and student satisfaction self-assessment and review process from philosophy and 5Qs model. Education Economics and Law: Traditional and Innovations. Vaxjo University, Sweden. http://tempus.ulim.md/proj..dis.php
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Adegye, D. I. (2015). Effective working capital management and the probability of quoted Banks in Nigeria. Euro. J. Acc. Aud. Fin. Rese. 3, 97-107.
Adekiye, A.A., Bamidele, A., Paul, K. D., & Adamu, A. G. (2019). Perception of service quality in higher educational institution: A study of selected universities in North West region of Nigeria. Journal of Finance and Marketing, 3(3), 8-19. http://www.allieducademics.org/journal-fianance-marketing/
Adil, D., & Ghaswyneh, O. A. (2013). SERVQUAL and SERVPERF: A review of measures in service marketing research. Global Journal of Business.http://journalofbusiness.org/index.php/GJMBR/article/view/1010
Al-Alak, B.A.M., (2006). The impact of marketing actions on relationship quality in the higher education sector in Jordan. Journal of Marketing for Higher Education. 16(2), 1-23.
Anderson, E. W., Fornell, C., & Lehman, D. R. (1994). Customer satisfaction, Market share and profitability. Findings from Sweden. Journal of Marketing, 58, 53-66.
Arambewela, R., & Hall, J. (2006). A comparative analysis of international education satisfaction suing SERVQUAL. Journal of Services Research, 6, 141-163.
Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: The case of university education. European Journal of Marketing, 31(7), 528-540
Becker. G. S. (1962). Investment in human capital: A theoretical analysis. Journal of Political Economy. Doi:10.1086/258724.
Brochado, A. (2009) Comparing alternative instruments to measure service quality in higher education. Quality Assurance in Education, 17(2), 174-190. Doi: 10.1108/09684880910951381
Cardona, M. M. M., & Bravo, J. J. J. (2012). Service quality perceptions in higher education institutions: The case of a Colombian university. Estuios Gerenciales, 28(125), 23-29. Doi:10.1016/SO123-5923(12)70004-9
Chan, C. Entrekin, L., & Anderson, C. (2003). Psychometrics assessment of the perception of service quality. Res. Pract. Hum. Resour. Manage., 11, 65-74.
Church Hill, Jr G. A. & Surprenant, C. (1982). An investigation into the determinists of customer satisfaction. J. Marketing Res., 19, 491-504
Cronin, J. T. Jr., & Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56, 55-68. http://dx.doi.org/10.2307/1252296.
Crosby, P. B. (1979). Quality is free: The art of making quality certain. New American Library.
De Jager, J., & Gbadamosi, G. (2010). Specific remedy for specific problem measuring service quality in South African Higher education. Higher Education, 60(3), 251-267.
De-Shileds, O. W., Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: Applying Herzberg’s two-factor theory. International Journal of Educational Management, 19(2), 128-139.
Douglas, J., Douglas, A., & Barnes (2006). Measuring student satisfaction at a UK university. Quality Assurance in Education, 14(3), 251-267. doi: 10.1108/09684880610678568
Elliot, K. M., & Healy, M. A. (2001). Key factors influencing student satisfaction related to recruitment and retention. Journal of Marketing for Higher Education, 10(4), 1-11.
Elliott, K., & Shin, D. (2002). Student satisfaction: An alternative approach to assessing this important keting concept. Journal of Higher Education Policy and Management, 24(2), 197-209.
Eshghi, A., Roy, S., & Ganguli, S. (2008). Service quality and customer satisfaction: An empirical investigation in Indian mobile telecommunication services. Marketing Management. http://search.ebscohost.com/login.aspx? direct=true&profile.
Field, A. (2007). Discovering statistics through SPSS. Sage Press
Firdaus, A., (2005). The development of HEDPERF: a new measuring instrument of service quality for Higher Education. Int. Journal of Consumer Studies, 8(10), 231-250
Fosu, F. F., & Owusu, B. K. (2015). Understanding Ghanaian students’ perception of service quality in Higher Education. European Journal of Business and Management, 7(9), 96-105.
Garcl a-Aracil, A. (2009). European graduates level of satisfaction with higher education. Journal of Higher Education, 57(1), 1-21.
Gliem, J. A. & Gliem, R. R. (2003). Calculating, interpreting and reporting Cronbach Alfa reliability coefficient for Likert type scale. A paper presented at the Midwest research-to-practice Conference in Adult continuing and Community Education. The Ohio State University, Columbus OH, October, 8-10, 2003.
Groosman, P. C., Compton, D., Igra, M., Ronfeldt,….. & Shahan, E. (2009). Teaching practice: A cross professional perspective. Teachers Coll. Rec., 111, 2055-2100.
Gupta, P., & Kaushik, N. (2018). Dimensions of service quality in higher education – Critical review (students’ perspective). Int. Journal of Educational Management, 32(4), 580-605
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions and triggers on customer retention. J. Mar., 69, 210-218.
Hekgesen, O. & Nesset, E. (2007). What account for students’ loyalty? Some field study evidence. Int. Journal of Educational Management, 21(2), 126-43.
Icli, G., & Ani, N. (2014). The HEDQUAL scale: A new measurement scale fo service quality for MBA programs in higher education. South African Journal of Business Management, 45, 31-43. http://journals,co.za/content/busman/45/3/EJC159440
Illias, A., Hassan, H.F.A., Rahman, R. A. & Yason, M. R. (2008). Student satisfaction and service quality: Any differences in demographic factors? Int. Business Research, 1(4), 131-143.
Iwaarden, V. J., & Wiele, V. (2002). A study on the applicability of SERVQUAL dimensions for web sites. Erim Reort Series Research in Management
Jagar, J. D., & Gbadamasi, G. (2010). Specific remedy for specific problem: Measuring service quality in South African higher education. Higher education. http://link.springer.com/article/10.1007/s10734009-9298-6
Jiewanto, A., Laurens, C., & Nellah, L. (2012). Infleunce of service quality, university image and student satisfaction towards WOM intention: A case study of Univeritas Pilita Harapan Surabaya. Social and Behavioral Sciences, 40, 16-23.
Joo, B. A. (2017). Service quality and value creation in institutions of higher learning. Asian Journal of Research in Banking and Finance, 7(3), 9-17. Doi:10.5958/2249-7323.2017.0000104
Kenney, M. G. & Khanfar, N. M. (2009). Antecedents of repurchase intention: Proposition towards using marketing strategy to mitigate the attrition of online students. Ser. Marketing Q., 30, 270-286.
Khaala, P. B. (2010). The impact of the feelings of economic powerlessness and alienation on self-employment intentions. Journal of Language, Technology and Entrepreneurship in Africa, 2(1), 134-145. Doi:10.4314/jolte.v2i1.51995
Kpolovie, P. J. (2010). Advanced research methods. New Owerri, Nigeria: Springfield Publishers Ltd.
Kpolovie, P. J. (2011). Statistical techniques for advanced research. Owerri: Springfield Publishers’
Krejice, R. & Morgan, D. N. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30, 607-608.
Kwek, C. L., Lau, T. C., & Tan, H. P. (2010). Education quality process model and its influence on students perceived service quality. Int. Journal of Business and Management, 5(8), 154-165.
Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. In Berry, L., Shostack, G., & Upah, G. (Eds.). Emerging perspectives on services marketing. American Marketing Association, 99-107.
Lim, D. (2018). Quality assurance in higher education: A study of developing countries. Routledge.
Mai, L. W. (2005). A comparative study between UK and US: The student satisfaction in higher education and its influential factors. Journal of Marketing Management, 21, (7-8), 859-878. Doi:10.1362/026725705774538471.
Mariman, F., Mas-Machuca, M., & Berbegal-Mirabent, J. (2018). Fulfilment of expectations on students perceived quality in the Catalan higher education system. Total Quality Management & Business Excellence, 1-20. Doi:10.1080/14783363.2018.1433027
Mcfarlane, D. A. (2011). The school economy: Further exploration of concepts opportunities, challenges and questions. J. Bus. Studies Q., 2, 17-40.
Muktar, U., Anwar, S., Ahmed, U., & Baloch, M. A. (2015). Factors effecting the service quality of public and private sector universities comparatively: An empirical investigation. Journal of Arts, Science and Commerce, 6(3,1). 132-142.
Mwuiya, B., Siachinji, B., Bwalya, J., Sikombe, S., Chawala, M., Chanda, H., Kayekesi, M., Sakala, E., Muyenga, A., & Kaulungombe, B. (2019). Are there study mode differences in perceptions of university education service quality? Evidence from Zambia. Cogent Business & Management, 6(1), 157941, DOI:10.1080/23311975.2019.1579414
Naik, C. K., Gantasaia,, S. B., & Prabhakar, G. V. (2010). Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 17(2), 231-243.
Napitupulu, D., Rahim, R., Abdullahi, D., Setiawan, M., Abdillah, L., Ahmmar, R., … & Pranalo, A. (2018). Analysis of student satisfaction towards quality of service facility. Journal of Physics, IOP Publishing, 954 (1), p.012019.
Negi, R. (2009). Determining customer satisfaction through perceived service quality: A study of Ethiopian mobile users. Int. Journal of Mobile Marketing. http://search.ebscohost.com/login.aspx?dire
Odionye, E. (2014). The role of tertiary education in human resource development. J. Edu. Pra.. 5, 35.
Oliver, R. L., & Desarbo, W. S. (1989). Processing of the satisfaction response in consumption: A suggested framework and research proposition. Journal of Consumer Satisfaction. Dissertation and Complaining Behavior, 2, 1-7
Oliver, R. L., (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. J. Market. Res., 17, 460-469.
Pallant, J. (2016). SPSS survival manual: A step-by-step guide to data analysis using SPSS program (6th ed.). McGraw-Hill Education.
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple item scale for measuring consumer perc. Journal of Retailing. http:search.proquest.com/openview/7d007e04d7826195e552415bef6837/1?pq-origsite=gscholars&chi=41988
Saadati, S., (2012). The measurement education services quality payam noor university of garmsarwith using of SERVQUAL model. Journal of Basic Applied, 2(6), 63337-6343.
Salinda, I. M. W. Lalitha, R., & Fernando, S. (2017). Student satisfaction in higher education literature review. American Journal of Educational Research, 5(5), 533-539. Doi:10.12691/education-5-5-9.
Sojkin, B., Bartkowiak, P., & Skuza, A. (2012). Determinants of higher education choices and student satisfaction: The case of Poland. Higher Education, 63(5), 565-81.
Son, H. T., Ha., N. T., & Khuyen, P. T., (2018). Measuring students’ satisfaction with higher education service- An experimental study at Thainguyen University. Int. Journal of Business Marketing and Management, 3(4), 21-34.
Sultan, P., & Wong, H. Y. (2018). How service quality affects university brand performance, university brand image and behavioral intention: The mediating effects of satisfaction and trust and moderating role of gender and study mode. Journal of Brand Management, 1-16.
Twaissi, N.M. & Al-Kilani, M. H. (2015). The impact of perceived service quality on students’ intentions in higher education in a Jordanian government university. International Business Research, 8(5), 81-92. Doi:10.55339/ibr.v8n5B1.
Uppal, M. A., Ali, S., & Gulliver, S. R. (2018). Factors determining e-learning service quality. British Journal of Educational Technology, 49(3), 412-426. doi:10.1111/bje.2018.49.issue-3
Usman, U., & Mokhtar, S. M. (2016). Analysis of service quality, university image and student satisfaction on student loyalty in Higher Education in Nigeria. Int. Business Management, 10(12), 2490-2502.
Van Schal Kungk, R. D., & Steenkemp, R. J. (2014). The exploration by Service Quality and its measurement for private higher education institutions, South African Business Review, 18(2), 83-107. Doi.10.25/59/1998-8/25/5679.
Walsh, G., Mitchell, V. W., Jackson, P. R. & Beaty, S. E. (2009). Examining the Antecedents and consequences of corporate reputation: A customer perspective. British Journal of Management, 20(2), 187-203. doi: 10.1111/bjom, 2009.20 issue-2
Weirs-Jenssen, J., Stensaker, B., & Grogaard, J. B. (2002). Student satisfaction: towards an empirical deconstruction of the concept. Quality in Higher Education, 8(2), 183-96
Wilkins, S., & Balakrishnan, M. S., (2013). Assessing student satisfaction in transnational higher education. International Journal of Educational Management, 28(3), 254-264.
Yusuf, M. A., Afolabi, F. O., Oyetayo, M. D. (2014). Professionalism of teaching through functional teacher education in Nigeria. Euro, Sci, J., 10(4), 107-118.
Zineldin, M. (2007). The quality of higher education and student satisfaction self-assessment and review process from philosophy and 5Qs model. Education Economics and Law: Traditional and Innovations. Vaxjo University, Sweden. http://tempus.ulim.md/proj..dis.php
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Published
2024-03-21
How to Cite
Muhammad, A., & Abubakar, M. (2024). STUDY MODE DIFFERENCES IN STUDENT’S PERCEPTION OF EDUCATION SERVICE QUALITY IN SELECTED POLYTECHNICS IN NORTHERN NIGERIA. GPH-International Journal of Educational Research, 7(02), 98-119. https://doi.org/10.5281/zenodo.10850549
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Articles
Copyright (c) 2024 Abdullahi Sabo Muhammad & Maryam Ibrahim Abubakar
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