Exploring Drivers of Service Quality in Higher Education: Periods in the Pandemic in Mongolia

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Amarjargal Sukhragchaa, Lagnai Tuvshintur, Bolovson Sed

Abstract

This research was made with the purpose to process the feedback on factors of service quality performance level, the satisfaction of students, the influence of students’ loyalty and improvement of service quality, and to research higher education service quality evaluation on the position of students. A total of 227 students of state universities are the object of the research. As the result of the research, the hypothesis that during the pandemic the evaluation for the service is different as a class learning experience of the students are not the same is not accepted. Even though many of the SERVPERF measurement items have been used in this study, Tangibles and Assurance were rated low and all five factors in service quality were found to have a positive effect on satisfaction. Student satisfaction and student loyalty are also directly related.

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