Are there study mode differences in perceptions of university education service quality? Evidence from Zambia

While a plethora of studies examines the relationships amongst university education service quality, customer satisfaction and loyalty, there is hardly any focus in the literature on study mode differences. Further, many developing country contexts such as Zambia are under-researched, limiting gener...

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Autores principales:	Bruce Mwiya, Beenzu Siachinji, Justice Bwalya, Shem Sikombe, Moffat Chawala, Hillary Chanda, Maidah Kayekesi, Eledy Sakala, Alexinah Muyenga, Bernadette Kaulungombe
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2019
Materias:	service quality university higher education study mode servperf zambia developing country Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/ba65870f5f994494a7aabbaee2eb1921
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spelling	oai:doaj.org-article:ba65870f5f994494a7aabbaee2eb19212021-12-02T16:09:29ZAre there study mode differences in perceptions of university education service quality? Evidence from Zambia2331-197510.1080/23311975.2019.1579414https://doaj.org/article/ba65870f5f994494a7aabbaee2eb19212019-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2019.1579414https://doaj.org/toc/2331-1975While a plethora of studies examines the relationships amongst university education service quality, customer satisfaction and loyalty, there is hardly any focus in the literature on study mode differences. Further, many developing country contexts such as Zambia are under-researched, limiting generalisability of prior research conclusions. Hence, the purpose of this paper is to examine university study mode differences in the under-researched context of Zambia. Specifically, it examines study mode differences among undergraduate students in relation to service quality dimensions and overall satisfaction. Based on a quantitative approach, survey data were collected from 824 students at a public university and analysed using correlation and one-way analyses of variance techniques. The findings indicate that while each of the five dimensions of service quality performance (tangibility, reliability, responsiveness, empathy and assurance) is significantly related to overall student satisfaction for all study modes, distance students were the most satisfied on all dimensions, followed by evening students and the least were full-time students. For scholars, administrators and policymakers, the study shows that the service performance model is a valid and useful framework for assessing and monitoring how the primary stakeholders form their service quality perceptions of higher education. However, the students with less contact with university staff and facilities seem to be more satisfied, a phenomenon that requires amelioration and reconnoitring. Since the study took place in one public university, increasing the sample base by covering more universities would improve generalisability.Bruce MwiyaBeenzu SiachinjiJustice BwalyaShem SikombeMoffat ChawalaHillary ChandaMaidah KayekesiEledy SakalaAlexinah MuyengaBernadette KaulungombeTaylor & Francis Grouparticleservice qualityuniversityhigher educationstudy modeservperfzambiadeveloping countryBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 6, Iss 1 (2019)
institution	DOAJ
collection	DOAJ
language	EN
topic	service quality university higher education study mode servperf zambia developing country Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	service quality university higher education study mode servperf zambia developing country Business HF5001-6182 Management. Industrial management HD28-70 Bruce Mwiya Beenzu Siachinji Justice Bwalya Shem Sikombe Moffat Chawala Hillary Chanda Maidah Kayekesi Eledy Sakala Alexinah Muyenga Bernadette Kaulungombe Are there study mode differences in perceptions of university education service quality? Evidence from Zambia
description	While a plethora of studies examines the relationships amongst university education service quality, customer satisfaction and loyalty, there is hardly any focus in the literature on study mode differences. Further, many developing country contexts such as Zambia are under-researched, limiting generalisability of prior research conclusions. Hence, the purpose of this paper is to examine university study mode differences in the under-researched context of Zambia. Specifically, it examines study mode differences among undergraduate students in relation to service quality dimensions and overall satisfaction. Based on a quantitative approach, survey data were collected from 824 students at a public university and analysed using correlation and one-way analyses of variance techniques. The findings indicate that while each of the five dimensions of service quality performance (tangibility, reliability, responsiveness, empathy and assurance) is significantly related to overall student satisfaction for all study modes, distance students were the most satisfied on all dimensions, followed by evening students and the least were full-time students. For scholars, administrators and policymakers, the study shows that the service performance model is a valid and useful framework for assessing and monitoring how the primary stakeholders form their service quality perceptions of higher education. However, the students with less contact with university staff and facilities seem to be more satisfied, a phenomenon that requires amelioration and reconnoitring. Since the study took place in one public university, increasing the sample base by covering more universities would improve generalisability.
format	article
author	Bruce Mwiya Beenzu Siachinji Justice Bwalya Shem Sikombe Moffat Chawala Hillary Chanda Maidah Kayekesi Eledy Sakala Alexinah Muyenga Bernadette Kaulungombe
author_facet	Bruce Mwiya Beenzu Siachinji Justice Bwalya Shem Sikombe Moffat Chawala Hillary Chanda Maidah Kayekesi Eledy Sakala Alexinah Muyenga Bernadette Kaulungombe
author_sort	Bruce Mwiya
title	Are there study mode differences in perceptions of university education service quality? Evidence from Zambia
title_short	Are there study mode differences in perceptions of university education service quality? Evidence from Zambia
title_full	Are there study mode differences in perceptions of university education service quality? Evidence from Zambia
title_fullStr	Are there study mode differences in perceptions of university education service quality? Evidence from Zambia
title_full_unstemmed	Are there study mode differences in perceptions of university education service quality? Evidence from Zambia
title_sort	are there study mode differences in perceptions of university education service quality? evidence from zambia
publisher	Taylor & Francis Group
publishDate	2019
url	https://doaj.org/article/ba65870f5f994494a7aabbaee2eb1921
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Are there study mode differences in perceptions of university education service quality? Evidence from Zambia

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