A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE
A Management Students’ Perspective
Bibliographic Data
| ID | 3274897 |
|---|---|
| Authors | Khyati Shetty Datta, Khyati Shetty (0000-0002-4026-4495, Manipal Academy of Higher Education, corresponding author), Julie Vardhan (0000-0002-4645-7255, Manipal Academy of Higher Education) |
| Year | 2017 |
| Volume | 7 |
| Issue | 1 |
| Publication date | 2017-01-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | SAGE Open (JOURNAL) |
| Journal identifiers | ISSN: 2158-2440 • E-ISSN: 2158-2440 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/2158244016676294 |
| OpenAlex | W2587739363 |
| Language | EN |
| Citations received | 5 |
| References cited | 26 |
The quality of education provided in management institutions is a matter of debate in every country. With a rapid growth in the economy, the quality of management education provided in the United Arab Emirates (UAE) has also been a topic in the forefront. The burgeoning growth in this sector, with mushrooming "branch campuses" from around the world in the UAE, has led policy makers to reflect on the importance of quality of management education being imparted. The main purpose of this article is to explore the quality of management education in the UAE, and the study draws on the SERVQUAL model for the same. The study investigates the five dimensions (responsiveness, assurance, tangibility, empathy, and reliability) of service quality and identifies the gap between the perception and expectation, examining service standards across seven branch campus universities for management education providers in the UAE. A questionnaire survey with 300 university students from seven different branch campus universities in the UAE was conducted. The key findings of the study revealed a significant difference between the student's expectations from management education and their perception in all five dimensions of service quality. The gaps were compared across the five dimensions, and the highest and the lowest service quality gaps were given to assurance and responsiveness, respectively
Business · Empathy · Higher education · Political science · Public relations · Quality assurance · Quality management · Service quality · SERVQUAL · Customer Service Quality and Loyalty · Organizational and Employee Performance · Organizational Leadership and Management Strategies · Psychology · Social Psychology · Marketing
The Nexus of Service Quality, Student Satisfaction and Student Retention in Small Private Colleges in South Africa
The Service of Education. Reconceptualising Teaching Quality and Its Measurement in Higher Education
What matters more? An investigation of factors influencing student satisfaction in transnational higher education
The Impact of College Students’ Perceived Service Quality in the Context of Regional Integration of Education
Challenges and success factors of transnational higher education
| Unique citing works | 5 |
|---|---|
| Citations per year | 0,83 |
| Citation span | 2020 - 2025 (6) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 5 |