Title :
Notice of Retraction
Quality, Satisfaction and Loyalty: A Comparison of SERVQUAL and SERVPERF for Educational Service in China
Author_Institution :
Shanghai Kelze Manage. Sch., Shanghai, China
Abstract :
Notice of Retraction
After careful and considered review of the content of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE´s Publication Principles.
We hereby retract the content of this paper. Reasonable effort should be made to remove all past references to this paper.
The presenting author of this paper has the option to appeal this decision by contacting TPII@ieee.org.
This study starts from some management questions and uses the improved SERVQUAL scale and the improved SERVPERF scale to do the research on Shanghai schools´ educational service to find the relations between perceived service quality, student satisfaction and student loyalty. On the basis of which, this study compares these two scales to find differences. By collecting the data and testing the hypotheses, the study concludes that SERVPERF is superior to SERVQUAL and satisfaction acts as a partial mediator in the influence of perceived service quality on student loyalty.
Keywords :
education; quality of service; China; SERVPERF scale; SERVQUAL scale; Shanghai schools educational service; service quality framework; student loyalty; student satisfaction; Analytical models; Customer satisfaction; Educational institutions; Equations; Mathematical model; Mediation; Testing;
Conference_Titel :
Management and Service Science (MASS), 2010 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-5325-2
DOI :
10.1109/ICMSS.2010.5576967
