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http://dx.doi.org/10.7469/JKSQM.2017.45.1.011

A Study on Quality Dimension and Improvement Priority for Enhancing University Educational Service Satisfaction  

Chang, Youngsoon (Department of Business Administration, Myongji University)
Jung, Dajung (Institute for University Development, Myongji University)
Kim, Donyun (Institute for University Development, Myongji University)
Publication Information
Journal of Korean Society for Quality Management / v.45, no.1, 2017 , pp. 11-24 More about this Journal
Abstract
Purpose: This study is on the priority for improving students satisfaction in university educational service. It explores the dimension of service quality and analyzes the relationship among quality elements, service satisfaction, and loyalty. Methods: This paper performs empirical studies by questionnaire survey. The Timko model is used for finding the degree of possible improvement of quality elements, and structural equation and regression models are used to analyze the effect of them on service satisfaction and loyalty. Also, explanatory factor analysis is used to investigate the quality determinants. Results: The quality dimension is composed of curriculum, employment support, interaction with outsiders, start-up support, learning support, counselling, and administration service. Curriculum, learning support, and administration service are positively correlated with service satisfaction, and service satisfaction has a positive effect on loyalty. Counselling service is an attractive element, and curriculum, start-up support, and learning support are indifferent elements. Conclusion: Comprehensive analysis shows that curriculum, academic advisor, and administration service have high priorities for improving educational service satisfaction.
Keywords
University Education; Educational Service Quality; Educational Service Satisfaction; Improvement Priority;
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Times Cited By KSCI : 1  (Citation Analysis)
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