Service Quality of Higher Education in Palestine

ISBN-13: 9783659461316 / Angielski / Miękka / 2013 / 192 str.

Aida Koni

Opis

This Book assess the service quality gaps at two universities in Palestine. The study employs the SERVQUAL model to gauge the difference between undergraduate students expectations and perceptions utilizing the disconfirmation theory which is grounded in the satisfaction literature. The study further examines undergraduate students loyalty intentions and overall satisfaction. The Book is pioneer in terms of originality of the scope and instrument used.

O autorze

Aida Koni has received her B.Sc. degree in Biotechnology from ANNU, Palestine in 2007. In 2013 she received her M.Sc. degree from UKM, Malaysia in West Asian Studies.