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Gratitude or entitlement: a study on service quality among paying and non-paying students
Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
2016 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The declining quality of education in Swedish Higher Education has been a topic of much recent debate. As the right to free education, even at higher educational level, is rarely questioned, the absence of tuition is seldom addressed as a possible factor contributing to the quality crisis. Since 2011, students from outside the EU-area pay tuition to attend Swedish Higher Education Institutions.This study researches the potential effect tuition has on the satisfaction among the students that pay tuition to attend higher education in Sweden and those who do not by comparing the level of perceived service quality. Utilizing a theoretical framework built upon theories of Perceived Service Quality and by applying the SERVQUAL measure, a possible gap between the expectation and perception of service quality was researched. The findings revealed a gap between the two groups of students regarding Perceived Quality, with non-paying students being more content with the service quality and identified indicators that the functional aspects of service were influenced to a greater extent than the technical. By revealing the existence of a perception gap between paying and non-paying students, the author believes the outcome of the study to be an incentive for further studies in the area.

Place, publisher, year, edition, pages
2016. , 38 p.
Keyword [en]
education quality, tuition, Higher Education Institute, service quality, SERVQUAL, expected quality, perceived quality, service gap
National Category
Business Administration
URN: urn:nbn:se:uu:diva-277135OAI: oai:DiVA.org:uu-277135DiVA: diva2:903953
Subject / course
Business Studies
Educational program
Bachelor Programme in Business and Economics
Available from: 2016-02-24 Created: 2016-02-17 Last updated: 2016-02-24Bibliographically approved

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