A Comparative Study of Students' Expected Andactual Perception Towards Services Quality at Jilin Huaqiao University of Foreign Languages, China

Authors

  • Zhenjuan Zhang

Abstract

This research attempted to study the student’ expected and actual perception towards the service  quality  of  Jilin  Huaqiao  University  of  Foreign  Languages  by  using SERVQUAL model. A total of 120 questionnaires were distributed to second year students who are studying in the full- time program at Jilin Huaqiao University of Foreign Languages. Then 120 questionnaires were valid and used for data analysis using Descriptive Statistics (Agreement and Percentage, Mean and Standard Deviation) and Paired-sample t-test. The questionnaire in this research was adapted from the study A study of Parents’, Perceptions and Satisfactions of Top Ten Known Centers in Bangkok by Saowaluck Ngamdustsadeepirom,(2004).The findings of this study showed that there was a significant difference between students’ expected and actual perception towards service quality at Jilin Huaqiao University of Foreign Languages,China. The actual perception was higher than the expected perception. 

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Published

2019-06-27

How to Cite

Zhang, Z. (2019). A Comparative Study of Students’ Expected Andactual Perception Towards Services Quality at Jilin Huaqiao University of Foreign Languages, China. Scholar: Human Sciences, 11(1), 61. Retrieved from https://auojs.au.edu/index.php/Scholar/article/view/2951

Issue

Vol. 11 No. 1 (2019): Scholar : Human Sciences

Section

Articles

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