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ERIC Number: ED577620
Record Type: Non-Journal
Publication Date: 2017
Pages: 135
Abstractor: As Provided
ISBN: 978-0-3550-9789-4
Determining Perceptual Gaps of Service Quality and Value in Higher Education: A Midwestern Bible College
McIntosh, Benjamin T.
ProQuest LLC, D.B.A. Dissertation, Liberty University
This doctoral research project examined perceptual gaps of service quality and value in the context of higher education. The researcher performed quantitative analysis of survey data gathered from students at a small, Midwestern Bible college. Students self-selected to participate in this research project and, using class status as an independent variable, were grouped as Freshman, Sophomore, Junior, or Senior. Additionally, based on the literature review, the researcher used the Access variable as the primary determinant of service quality and the Functional Value variable as the primary determinant of value. After an analysis of the data, it was determined that there are differing perceptions of service quality and value amongst the students at the target institution. A Scheffe's post-hoc test revealed that the Sophomore class perceives significantly lower levels of Access compared to the Freshman and Senior class. Furthermore, for the Functional Value variable, it was determined that students perceived lower levels of Functional Value the longer they were exposed to the curriculum of the college. These differences were significant at the alpha = 0.05 level. Finally, the findings of this project are useful to college administrators in developing recruitment and retention policies at the target institution. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page:]
ProQuest LLC. 789 East Eisenhower Parkway, P.O. Box 1346, Ann Arbor, MI 48106. Tel: 800-521-0600; Web site:
Publication Type: Dissertations/Theses - Doctoral Dissertations
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A