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Service Quality in University Education - Literature review Example

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Service Quality in University Education

1994, 45). The Literature review attempts to illuminate the available pool of knowledge pertinent to the contemporary Graduate Employability discipline, analyze the works, and identify existing gaps with special emphasis on a University setup. The identification of such gaps could motivate the study to enhance the availability of knowledge on Graduate Employment (Jean, W. 2010, 311). Conceptual Framework The fundamental variables of the study include the students, employers and the University, including the student link and the university lecturers. In particular, the study is predominantly projected to focus on the disparity between what graduates primarily consider fundamental for employment and what employers believe the students actually need (Page, B. 2010, 117). This implies that there is also a lack in correspondence between the skills offered by the University and the actual skills required by the learners. The literature review, therefore, illuminates the 7P’s of quality services, the SERVQUAL, GAPs, and the HEDPERF versus SERVPERF Models of Service Quality based on a wide range of both recent and early professional studies associated with Graduate employability and employee-employer interest disparity (Real, S. 2009, 56). Graduate Employability The concept of Graduate Employability virtually alludes to the graduates’ practicality and probability of getting suitable jobs based on the conflict between the skills and knowledge acquired in class and the expectations of the employers. The 7P’s of quality services, the SERVQUAL, GAPs, and the HEDPERF versus SERVPERF Models of Service Quality expansively address the concern (Ray, W. 2009, 47). A series of articles have been reviewed as discussed below. In most establishments today, marketing authorities make use of a business tool known as the marketing mix to limit a product’s offer. This tool incorporates the 7Ps of quality service namely promotion, place, product, price, people, process and physical evidence (Zeal, C. 2009, 118). According to Jalan (2005), a product is any tangible or intangible commodity that meets the needs of a consumer. All products trail a common life progress incorporating the growth, maturity and sale decline stages. To this end, marketing professionals ought to carry out adequate research on the period a particular product would take to reach the decline stage. Similarly, in a University setup, the administrators who are the service-providers in the context must scrutinize all services they provide to ensure that the students, who are the customers in the context, have their demands satisfied. In this realization, all services that appear to be of lower quality than is expected must be dismissed and appropriately replaced by suitable programs. On the other hand, Hoffman and John (2009) suggest that every marketer should take client perceived worth of a product into consideration before setting any price. In this perspective, the university must set service prices including tutorial fees depending on the students’ perception of the services or courses in particular. In addition, the text also encourages effective promotion and distribution (place) of the products. The process of service ...Show more

Summary

GRADUATE EMPLOYABILITY Name: Course Instructor School Date: Introduction A vast array of recent studies have comprehensively explored the Graduate Employability aspect of Human Resource Management and Marketing. In most cases, the studies have always addressed, among other things, the unemployment rates in various states, availability of job opportunities and the impact of the present day recession on graduate employment (Zimmerman, T…
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