Students Perception of Service Quality Encountered and their Future Enrichment: Implication for Academic Quality Assurance in Nigeria Polytechnics

Iro-Idoro, Charlotte Bose and AYODELE, KOLAWOLE OLANREWAJU (2014) Students Perception of Service Quality Encountered and their Future Enrichment: Implication for Academic Quality Assurance in Nigeria Polytechnics. International review of management and business research, 3 (2). pp. 929-937. ISSN 2306-9007

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Abstract

Quality is one of the core functions for service organisations, which is an ongoing process of building and sustaining relationships by assessing, anticipating and fulfilling stated and implies needs. It is inevitable to measure the students’ perception on the service quality encountered from Nigerian Polytechnic for their future enrichment. Hence, the present study uses the ‘SERVQUAL’ scale developed by Pariseau & McDaniel (1997) and Tan, et al (2010) to measure the service quality. One thousand eight hundred and fifty (1850) randomly selected students from two Polytechnics in Ogun State, Nigeria took part in the study. Data analysis involved mean and standard deviation as descriptive statistics and Pearson product moment correlation, t-test and regression analysis as inferential statistics. The study showed that the students’ perceptions on service quality encountered are not up to their level of expectations; and there were statistically significant differences in their perception based on gender (t = 2.286, P< 0.05), career choice (t = 5.337, P< 0.05), and on school type (t = 1.581, P>0.05). Also, the results revealed composite (R =.657, R2= .389) contributions of the service quality dimensions on students’ perception of their future enrichment. Tangible (β = .801, t = 7.111, P < .05) has been identified as the most potent predictor of good service quality as compared to other four (4) dimensions; reliability (β = .209, t = 1.614, P < .05), responsiveness (β = .733, t = 5.505, P < .05), assurance (β = .717, t = 5.203, P < .05) and empathy (β = .444, t = 3.181, P < .05). Recommendations and implication for academic quality assurance in Nigeria Polytechnics were given.

Item Type:	Article
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User:	Miss Ann Orjime
Date Deposited:	29 May 2020 19:49
Last Modified:	29 May 2020 19:49
URI:	http://eprints.federalpolyilaro.edu.ng/id/eprint/249

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