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Activity Number:
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149
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Type:
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Contributed
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Date/Time:
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Monday, August 4, 2008 : 10:30 AM to 12:20 PM
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Sponsor:
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Section on Survey Research Methods
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| Abstract - #301208 |
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Title:
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Analysis of Using the SERVQUAL Model for Student Faculty Course Evaluations
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Author(s):
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Dennis F.X. Mathaisel*+
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Companies:
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Babson College
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Address:
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Babson Hall, Babson Park, MA, 02457-0310,
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Keywords:
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SERVQUAL ; Student Survey
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Abstract:
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The purpose of the research was to ascertain the effectiveness of using the SERVQUAL Model (Parasuraman et al 1988) to assess the differences between college student expectations going into a course at the beginning of the semester and their final perceptions at the end of the semester. Based on past research in employing the SERVQUAL Model in other service industries, such as banking, a "gap" usually occurs because expectations generally exceed perceptions (Schneider and Bowen 1985). The author will also examine the advantages and disadvantages of the SERVQUAL technique and offer suggestions on how to improve the technique's effectiveness.
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- The address information is for the authors that have a + after their name.
- Authors who are presenting talks have a * after their name.
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