Klitzke, Benjamin , Chamberlain, Laura and Ackfeldt, Anna-Lena (2014) What do students really think? Understanding postgraduate students' perception of service quality. In: 43rd EMAC Annual Conference 2014, Valencia, Spain, 3-6 Jun 2014. Published in: Paradigm shifts and interactions : 43rd [EMAC] annual conference p. 107.

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Abstract

This paper explores the components of Service Quality in HE from the Business School Postgraduate student perspective. A six-dimensional scale measuring Service Quality is developed based on focus group and survey data.
Our findings highlight that postgraduate students are highly outcome oriented; the award of a reputable degree to gain employment is more important than learning for life. Whilst developing employable graduates, Business Schools must not neglect the core service; teaching & learning. In the long-term this contributes to employability rates and the reputation of institutions. However, as student satisfaction is an increasingly paramount objective, balancing the core service and factors perceived as important by postgraduate students is key.

Item Type:	Conference Item (Paper)
Alternative Title:
Divisions:	Faculty of Social Sciences > Warwick Business School
Journal or Publication Title:	Paradigm shifts and interactions : 43rd [EMAC] annual conference
Official Date:	2014
Dates:	Date Event 2014 Published
Page Range:	p. 107
Status:	Peer Reviewed
Access rights to Published version:	Restricted or Subscription Access
Conference Paper Type:	Paper
Title of Event:	43rd EMAC Annual Conference 2014
Type of Event:	Conference
Location of Event:	Valencia, Spain
Date(s) of Event:	3-6 Jun 2014

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