The importance-performance analysis of service quality in administrative departments of private universities in Thailand
The importance-performance analysis of service quality in administrative departments of private universities in Thailand
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2004
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Assumption University
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eng
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Assumption University. Martin de Tours School of Management and Economics
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AU Journal of Management 2, 2 (June-December 2004), 1-12
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Abstract
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.
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In English ; only abstract in English.
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Thailand
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