Student Expectations Of Service Quality - 1245 Words

Student’ expectations of service quality in the university hostel Data was analyzed by quantifying respondents’ responses of their levels of agreement with the statements that were used to evaluate students’ expectations of service quality at university hostels and perceptions of service quality at dining rooms. The levels of service quality expectations and perceptions were quantified by calculating the average scores on each statement. Scores obtained from calculating the averages for expectations were subtracted from the scores obtained from customers’ perceptions on each statement. The findings of the study present very important insights in relation to the paper’s problem statement that â€Å"student’s expectation is generally anticipated to be in line with the acceptable levels of service quality in the university hostels. The results revealed that students had higher expectation levels compared to their perceptions of the service quality at the dining rooms on all the service attribute that were used to evaluate the expectations of service quality. Thus, the gap identified was the Gap between Expected Service-Perceived Service Gap. This Gap presents a challenge for hostels managers, which is ensuring that good quality provided meets or exceeds student’ expectations. The average expectations scores were consistently around 1, where 1 on the five point scale used in the questionnaire indicated a strongly agree response. According to Cook (2002), consumers have becomeShow MoreRelatedSusan Munro, Service Customer Analysis1646 Words   |  7 PagesBUSINESS AND ACCOUNTANCY Department of Business Management A.Y. 2010-2011 CASE ANALYSIS Susan Munroe, Service Customer Submitted to: Mrs. Cristina Naguit Submitted by: LEADER: Fernandez, Marvin T. MEMBERS: Lansangan, Chimova Parker, Harley Mae P. 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