An analysis of the impact of university expansion on service quality Год выпуска: 2012Автор: Josphat ManyerukeИздательство: LAP Lambert Academic PublishingСтраниц: 104ISBN: 9783659189876Описание In this book five key elements of service quality at Universities were used to measure service quality at Chinhoyi University of Technology and to find out whether universities expansion has any effect on service quality. The five elements include Commitment of top management,course delivery, Campus facilities,courtesy, and customer feedback and improvement. Gaps between actual service delivery by Chinhoyi university and perceptions of students about service quality were noted. It was generally noted that expansion has negative impacts on service quality and organizations are encouraged to match expansion with resources so that expansion would not affect service quality in any way as physical facilities are of tantamount importance in service delivery. Quality audits must also be continuously done by big organizations so as to continuously improve service delivery and to monitor progress towards Total Quality Management.Quality is the lifeblood of any organization in this competitive...
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Елена Юлия, здравствуйте. По результатам встречи с научным руководителем - вроде как менять ничего не надо, нужно будет чуть подправить один из выводов, но я это все сама сделаю. В остальном работа после вашего сопровождения отличная. С законами все получилось прекрасно - она в первую очередь их посмотрела. Спасибо Вам огромное!!!!!
