Gap Analysis Model in Service Quality: A Review on the Perspective of Private Universities in Nigeria
| dc.contributor.author | Agada, Solomon Agada | |
| dc.date.accessioned | 2022-07-18T14:29:56Z | |
| dc.date.available | 2022-07-18T14:29:56Z | |
| dc.date.issued | 2016 | |
| dc.description.abstract | Education is a valuable tool for societal development. The quality of educational service at the tertiary level is therefore of a higher perceptual factor to the students, parents, sponsors, government, employers of labour, and other stakeholders. The concept of service quality serves as a determinant of private university performance and a basis for competitive edge. The study explored the gap analysis model of service quality by Parasuraman, Zeithaml and Berry (1985) in order to propose a framework for private universities educational service on how to understand stakeholders’ expectations and perception in terms of the quality of service they render and in effect satisfy them. The evaluation of the gap analysis model in relation to the existing quality of educational service offered by the private universities in Nigeria indicated areas of gaps with service quality implications. The study therefore proposed a conceptual framework of service quality that integrates all stakeholders’ needs and recommended further empirical validations of the proposed model. | en_US |
| dc.identifier.uri | http://dspace.run.edu.ng:8080/jspui/handle/123456789/3445 | |
| dc.language.iso | en | en_US |
| dc.publisher | International Journal of Management and Development Studies, | en_US |
| dc.relation.ispartofseries | 2(2);110-119 | |
| dc.subject | Gap analysis | en_US |
| dc.subject | Service quality | en_US |
| dc.subject | Private Universities | en_US |
| dc.subject | Nigeria | en_US |
| dc.title | Gap Analysis Model in Service Quality: A Review on the Perspective of Private Universities in Nigeria | en_US |
| dc.type | Article | en_US |