IDEAS home Printed from https://ideas.repec.org/a/sae/sagope/v7y2017i1p2158244016676294.html
   My bibliography  Save this article

A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE

Author

Listed:
  • Khyati Shetty Datta
  • Julie Vardhan

Abstract

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.

Suggested Citation

  • Khyati Shetty Datta & Julie Vardhan, 2017. "A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE," SAGE Open, , vol. 7(1), pages 21582440166, February.
    • Handle: RePEc:sae:sagope:v:7:y:2017:i:1:p:2158244016676294
    DOI: 10.1177/2158244016676294
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/2158244016676294
    Download Restriction: no
    File URL: https://libkey.io/10.1177/2158244016676294?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Joan Muysken & Samia Nour, 2006. "Deficiencies in education and poor prospects for economic growth in the Gulf countries: The case of the UAE," Journal of Development Studies, Taylor & Francis Journals, vol. 42(6), pages 957-980.
    2. Beverly A. Browne & Dennis O. Kaldenberg & William G. Browne & Daniel J. Brown, 1998. "Student as Customer: Factors Affecting Satisfaction and Assessments of Institutional Quality," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 8(3), pages 1-14, July.
    3. Nor’Aini Yusof & Faiz Abd Rahman & Mohd Fitri Che Jamil & Mohammad Iranmanesh, 2014. "Measuring the Quality of Ecotourism Services," SAGE Open, , vol. 4(2), pages 21582440145, June.
    4. Raymond F. Zammuto & Susan M. Keaveney & Edward J. O'Connor, 1996. "Rethinking Student Services: Assessing and Improving Service Quality," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 7(1), pages 45-70, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ouissal GOUMAIRI & Es-Saâdia AOULA & Souad BEN SOUDA, 2020. "Application of the SERVQUAL Model for the Evaluation of the Service Quality in Moroccan Higher Education: Public Engineering School as a Case Study," International Journal of Higher Education, Sciedu Press, vol. 9(5), pages 223-223, October.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Shamshuritawati Sharif, 2012. "Correlation Network Analysis of International Postgraduate Students’ Satisfaction in Top Malaysian Universities: A Robust Approach," Modern Applied Science, Canadian Center of Science and Education, vol. 6(12), pages 1-91, December.
    2. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    3. Osiris Parcero & James Christopher Ryan, 2024. "Becoming a Knowledge Economy: the Case of Qatar, UAE and 17 Benchmark Countries," Papers 2401.04214, arXiv.org.
    4. Matilde Bini & Lucio Masserini, 2016. "Students’ Satisfaction and Teaching Efficiency of University Offer," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 129(2), pages 847-862, November.
    5. Karanfil, Fatih & Omgba, Luc Désiré, 2023. "The energy transition and export diversification in oil-dependent countries: The role of structural factors," Ecological Economics, Elsevier, vol. 204(PB).
    6. Samia Nour, 2014. "Regional Systems of Innovation and Economic Structure in the Arab Region," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 5(3), pages 481-520, September.
    7. Osiris Jorge Parcero & James Christopher Ryan, 2017. "Becoming a Knowledge Economy: the Case of Qatar, UAE, and 17 Benchmark Countries," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 8(4), pages 1146-1173, December.
    8. Manuel Fernandez & Aysha Abdulla Ahmed Aljeed Alnuaimi & Robinson Joseph, 2020. "FDI Environment in China: A Critical Analysis," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 11(5), pages 238-253, October.
    9. Nour, Samia, 2011. "The use and economic impacts of ICT at the macro-micro levels in the Arab Gulf countries," MERIT Working Papers 2011-059, United Nations University - Maastricht Economic and Social Research Institute on Innovation and Technology (MERIT).
    10. Manuel Fernandez & Robinson Joseph, 2016. "Qatar Emerging as the Most Attractive FDI Destination in the GCC," International Journal of Economics and Finance, Canadian Center of Science and Education, vol. 8(11), pages 175-192, November.
    11. Samia Nour, 2013. "The Incidence and Transfer of Knowledge Within the Arab Societies," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 4(4), pages 406-422, December.
    12. Shetty, Bhavna R. & Gujarathi, Rajashree, 2013. "Students’ Perception About Management Education in India and USA," MPRA Paper 48747, University Library of Munich, Germany, revised 2013.
    13. Ryan, James Christopher, 2016. "Old knowledge for new impacts: Equity theory and workforce nationalization," Journal of Business Research, Elsevier, vol. 69(5), pages 1587-1592.
    14. Jesús de la Fuente & Francisco Javier Peralta-Sánchez & José Manuel Martínez-Vicente & Flavia H. Santos & Salvatore Fadda & Martha Leticia Gaeta-González, 2020. "Do Learning Approaches Set the Stage for Emotional Well-Being in College Students?," Sustainability, MDPI, vol. 12(17), pages 1-23, August.
    15. André Mollick, 2011. "The world elasticity of labor substitution across education levels," Empirical Economics, Springer, vol. 41(3), pages 769-785, December.
    16. Nour, Samia Satti Osman Mohamed, 2013. "Regional systems of innovation in the Arab region," MERIT Working Papers 2013-012, United Nations University - Maastricht Economic and Social Research Institute on Innovation and Technology (MERIT).
    17. Solomon Abekah Keelson, 2011. "Student Perception Of Teaching Quality In Business Schools: Evidence From Polytechnic Institutions In Ghana," Business Education and Accreditation, The Institute for Business and Finance Research, vol. 3(1), pages 77-88.
    18. Asaf Niwaz & Muhammad Saeed Khan & Tariq Mehmood Khan, 2013. "Evaluation of Job Placement and Satisfaction of Graduate Students of Virtual University Pakistan," International Journal of Learning and Development, Macrothink Institute, vol. 3(6), pages 37-46, December.
    19. Manuel Fernandez & Mariam Mohamed Almaazmi & Robinson Joseph, 2020. "Foreign Direct Investment in Indonesia: An Analysis from Investors Perspective," International Journal of Economics and Financial Issues, Econjournals, vol. 10(5), pages 102-112.
    20. Fogarty, Timothy J. & Jonas, Gregory A. & Parker, Larry M., 2013. "The medium is the message: Comparing paper-based and web-based course evaluation modalities," Journal of Accounting Education, Elsevier, vol. 31(2), pages 177-193.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:sagope:v:7:y:2017:i:1:p:2158244016676294. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.