Exploring the relationship between student individual culture dimensions and service quality expectations in higher education

Tsiligkiris, V. ORCID: 0000-0002-5478-3464, Kéri, A. and Cheah, J. ORCID: 0000-0003-2953-3815, 2021. Exploring the relationship between student individual culture dimensions and service quality expectations in higher education. Quality Assurance in Education. ISSN 0968-4883

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Abstract

This study explores the influence of the individual student profile of Hofstede’s Power Distance, Uncertainty Avoidance, Collectiveness and Long-Term Orientation on student service quality expectations in higher education. The service quality items used emerge from previous research and complemented with one new item about innovative online support. Data is collected via a survey consisting of items from a standard Hofstede and a higher education adapted SERVQUAL questionnaire. The survey sample includes 128 students who represent the entire population of a taught postgraduate course in Finance at a UK Higher Education Institution. Descriptive statistics and bivariate correlation analysis are used to describe and identify the relationship between student individual cultural values and student service quality expectations. Multiple regression analysis is applied to estimate the relationship between SERVQUAL constructs and items with respect to Hofstede cultural determinants. The findings of this study suggest that individual culture can influence student service quality expectations in higher education. In a context of a prospective quality management approach, there is value for higher education institutions to explore the individual cultural profile of their students as a way of understanding and actively managing student service quality expectations.

Item Type: Journal article
Publication Title: Quality Assurance in Education
Creators: Tsiligkiris, V., Kéri, A. and Cheah, J.
Publisher: Emerald
Date: 4 November 2021
ISSN: 0968-4883
Identifiers:
NumberType
10.1108/QAE-11-2020-0137DOI
1479048Other
Divisions: Schools > Nottingham Business School
Record created by: Linda Sullivan
Date Added: 20 Oct 2021 08:24
Last Modified: 11 Nov 2021 14:56
URI: http://irep.ntu.ac.uk/id/eprint/44477

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