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An Assessment of service Quality Imperatives of Universities in Southwest Nigeria

Ogunnaike, O.O. (2014) An Assessment of service Quality Imperatives of Universities in Southwest Nigeria. ["eprint_fieldopt_thesis_type_phd" not defined] thesis, Covenant University, Ota.

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This thesis assesses Service Quality Imperatives of Universities in South West of Nigeria. The study adopts stakeholders approach and as such harnesses the views of employers and that of the alumni of these Universities. The three categories of Universities; Federal, State and Private were made the units of analysis and comparisons were made where necessary. The study benefited immensely from the established concept of Service Quality Imperatives comprising of Physical Quality, Corporate Quality and Interactive Quality. The general objective of the study was to examine how service quality imperatives lead to acquisition of Graduate Competitive Skills. In the same vein, five other specific objectives were examined. Data for this research were obtained from both primary and secondary sources. The primary data were obtained through questionnaires. Nine Hundred (900) copies of the first set of questionnaire were administered to the alumni of the nine selected Universities and four hundred (400) copies of the second set of the questionnaire were administered to the employers and the data gathered were collated for the analysis. In this study, five hypotheses were formulated. For the data analysis, both descriptive and inferential statistical techniques were employed. The results showed that service quality imperatives (Physical quality, Corporate quality and Interactive quality) are not significant predictors of work performance. However, there is a variation among the Universities examined. The study revealed that physical quality (enabling environment) contributes to the development of graduate basic skills as well as personal and interactive skills. Based on these findings, some recommendations were made. A major recommendation of this study is that service quality imperatives coupled with stakeholders approach that underscores marketing principles, strategies and policies should be adopted in the Nigerian University system.

Item Type: Thesis (["eprint_fieldopt_thesis_type_phd" not defined])
Uncontrolled Keywords: Marketing, Service Quality Imperatives, Stakeholders, Universities.
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User: Mrs Patricia Nwokealisi
Date Deposited: 23 Jan 2015 15:24
Last Modified: 23 Jan 2015 15:24

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