Framtida forskning

Vid fortsatta studier av likartat karaktär kan det vara intressant att i större utsträckning undersöka skillnaderna mellan program. I denna studie har det exempelvis inte gjorts någon närmare jämförelse mellan de olika ekonomprogrammen; en sådan undersökning skulle kunna ge intressanta resultat. Om vi gör ett antagande att kvalitetsskillnader mellan programmen finns, kan lärdomar dras från respektive program för att på så sätt förhöja den totala kvalitetsupplevelsen vid universitet.

Vidare kan det vara relevant att låta de öppna svaren ligga till grund för fokusgrupper, där en rikare datainsamling av studenternas åsikter kan göras.

Om blicken lyfts från universitet, är det viktigt att motsvarande studier görs på andra svenska organisationer i offentlig regi. Även om det finns flertalet studier här, kan nya lärdomar dras om vilka andra verktyg som kan vara lämpliga att använda för att analysera tjänstekvalitet.

REFERENSER

Agus, A., Barker, S. and Kandampully, J. (2007), An exploratory study of service quality in the Malaysian public service sector. International Journal of Quality and Reliability

Management, Vol. 24 No. 2, s. 177-190.

Aldridge, S. & Rowley, J. (1998). Measuring Customer Satisfaction in Higher Education.

Quality Assurance in Education, 4, Vol 6, s. 197-204.

Babakus, E., Boller, W.G., (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research. 24, s. 253–268.

Baines, T., Lightfoot, H., Benedettini, O. and Kay, J. (2009). The servitization of manufacturing:

a review of literature and reflection on future challenges. Journal of Manufacturing Technology Management, 20(5), s. 547-567.

Bay, D. & Daniel, H. (2001). The Student Is Not the Customer-An Alternative Perspective.

Journal of Marketing for service Higher Education, 1, Vol 11, s. 1-19.

Bergman, B. & Klefsjö, B. (2011). Kvalitet från behov till användning. 4th uppl. Lund, Studentlitteratur.

Bergman, B. and Klesjö, B. (1991). Kvalitet i alla led. Lund, Studentlitteratur.

Brown, T. (2007). Coercion versus choice: Citizen evaluations of public service quality across methods of consumption. Public Administration Review, 67(3), s. 559-572.

Browne, B.A., Kaldenberg, D.O., Browne, W.G. & Brown, D.J. (1998). Student as Customer:

Factors Affecting Satisfaction and Assessments of Institutional Quality. Journal of Marketing for Higher Education, 3, Vol 8, s. 1-14.

Bryman, A., & Bell, E. (2013). Företagsekonomiska Forskningsmetoder (2nd ed., s. 84-89).

Stockholm, Liber AB.

Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), s.8-32.

Carman, J.M. (1990). Consumer perceptions of service quality: an assessment of SERVQUAL dimensions. Journal of Retailing, 66 (1), s. 33–55.

Clewes, D. (2003). A Student-centred Conceptual Model of Service Quality in Higher Education. Quality in Higher Education, 1, Vol 9, s. 69.

Cronin, J.J. Jr., Taylor, T.S. (1992). Measuring service quality: a re-examination and extension.

Journal of Marketing 56, s. 55–69.

Dabholkar, P.A. (1995). A contingency framework for predicting causality between customer satisfaction and service quality. Advances in Consumer Research 22, s. 101-108.

Delfgaauw, J. and Dur, R. (2008). Incentives and workers’ motivation in the public sector. The Economic Journal, Vol. 118 No. 525, s. 171-191.

Echeverri, P. and Edvardsson, B. (2002). Marknadsföring i tjänsteekonomin. Lund, Studentlitteratur.

Elliott, K.M. & Shin, D. (2002). Student Satisfaction: An Alternative Approach to Assessing This Important Concept. Journal of Higher Education Policy and Management, 2, Vol 24, s. 197-209.

Foster, S. (2004). Managing quality. Upper Saddle River, N.J., Pearson Prentice Hall.

García-Aracil, A. (2009). European graduates’ level of satisfaction with higher education.

Higher Education, 1, Vol, s. 1-21.

Grönroos, C. (1983). Strategic management and marketing in the service sector. Cambridge, Mass.: Marketing Science Institute.

Grönross, C. and Monthelie, C. (1988). Service management i den offentliga sektorn. Malmö, Liber.

Gustavsson, B.O., Kullvén, H., & Larsson, P. (1997). Tjänstekvalitet – för kund, anställd och ledning. Malmö, Liber AB.

Hansen, M.B. (2011), Antecedents of organizational innovation: the diffusion of new public management into Danish local government. Public Administration, Vol. 89 No. 2, s. 285-306.

Isaac Mwita, J. (2000). Performance management model: a systems-based approach to public service quality. International Journal of Public Sector Management, 13(1), s. 19-37.

Jobber, D. (2001), Principles & practice of marketing. Maidenhead, McGraw-Hill.

Johannessen, A., Tufte, P. and Johansson, G. (2003). Introduktion till samhällsvetenskaplig metod. Malmo, Liber.

Lentell, R. (2000), Untangling the tangibles: physical evidence and customer satisfaction, Managing Leisure: An International Journal, Vol. 1 No. 1, s. 1-16.

Li-Wei, M. (2005). A Comparative Study Between UK and US: The Student Satisfaction in Higher Education and its Influential Factors. Journal of Marketing Management, 7/8, Vol 21, s. 859-878.

MacCarthaigh, M., Roness, P.G. and Sarapuu, K. (2012), Mapping public sector organizations:

an agenda for future research. International Journal of Public Administration, Vol. 35 No.

12, s. 844-851.

Maringe, F. & Gibbs, P. (2009). Marketing Higher Education: Theory and Practice. 1st ed. UK, Open University Press.

Mont, O. (2001). Reaching sustainable consumption through the concept of a product-service system (PSS). Kbh.: Nordisk Ministerråd.

Moore, D., McCabe, G. and Craig, B. (2009). Introduction to the practice of statistics. New York, W. H. Freeman and Company.

Oliva, R. and Kallenberg, R. (2003). Managing the transition from products to services.

International Journal of Service Industry Management, 14(2), s.160-172.

Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 1 Vol 64, s.12-40.

Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), s. 41-50.

Petruzzellis, L., D’Uggento, A.M. & Romanazzi, S. (2006). Student satisfaction and quality of service in Italian universities. Managing Service Quality, 4, Vol 16, s. 349 - 364.

Poister, T. H., & Henry, G. T. (1994). Citizen ratings of public and private service quality: A comparative perspective. Public Administration Review, s. 155-160.

Saunders, M., Lewis, P., & Thornhill, A. (2009). Research Methods for Business Students.

Pearson Education Limited.

Sharrock, G. (2000). Why students are not customers. Journal of Higher Education Policy and Management, 2, Vol 22, s. 149–64.

Sörqvist, L. (2000). Kundtillfredsställelse och kundmätningar. Lund, Studentlitteratur.

Thurén, T. (2006) Vetenskapsteori för nybörjare. Malmö, Liber.

Walker, R.M., Brewer, G.A., Boyne, G.A. and Avellaneda, C.N. (2011), Market orientation and public service performance: new public management gone mad?, Public Administration Review, Vol. 71 No. 5, s. 707-717.

Wallén, G. (1996). Vetenskapsteori och forskningsmetodik. Lund, Studentlitteratur.

Wiers-Jenssen, J., Stensaker, B. & Grøgaard, J.B. (2002). Student Satisfaction: towards an empirical deconstruction of the concept. Quality in Higher Education, 2, Vol 8, s. 183-195.

Zeithaml, V. & Bitner, B. (2003). Service Marketing: Integrating customer focus across the firm. 3rd uppl. New York, McGraw-Hill.

Zeithaml, V.A., Parasuraman, A. & Berry, L.L. (1990). Delivering quality service: Balancing Customer Perceptions and Expectations. New York, Free Press.