Browsing by Subject "Private universities and colleges -- Quality control"
  • Item
    The importance-performance analysis of service quality in administrative departments of private universities in Thailand
    (Assumption University, 2004) Krisana Kitcharoen ; Assumption University. Martin de Tours School of Management and Economics
    Service quality is one of key success factors that lead an organization to success in this era of privatization. To be a service leader is very important in all industries, including education. It is very critical that private universities offer quality services to students. The competition among educational institutions in both the state and private sector in Thailand is intense. Therefore, improving the service quality in private universities is one of the strategies to increase their sustainable competitive advantage. In this paper, a modified Importance-Performance Analysis (IPA) model was constructed on the basis of comparing perceived per/ ormance and the importance of each service attribute of the five dimensions of the SER VQUAL model.
  • Item
    Service quality in administrative departments of private universities in Thailand : strategies and recommendations
    (Assumption University, 2004) Krisana Kitcharoen ; Assumption University. Martin de Tours School of Management and Economics
    To be a service leader in the educational field, it is necessary for private universities to offer quality services to students. As a continuation of the previous paper (Kitcharoen, 2004) on the service quality of administrative departments in Thai private universities, this research was aimed at exploring university senior administrators' opinions about service quality. Six private universities were randomly chosen from the population of 26 private universities in Thailand. The presidents and vice presidents of these universities were interviewed. The research findings show that according to the university senior administrators, the most important service attribute is "Empathy", while the best performed service attribute is "Tangible". Although most administrators believed the students are satisfied with the service quality, all of them acknowledged the necessity for further improvement.