دور جودة الخدمة التعليمية في تعزيز رضا الطلبة /دراسة استطلاعية لآراء عينة من طلبة قسم الإدارة الصناعية/كلية الإدارة والاقتصاد/ جامعة الموصل

[1] أولاً: المصادر العربية

[2] أ. الرسائل والأطاريح الجامعية :

[3] حميدي, زقاوي, (2015), (2016), أثر تطبيق جودة الخدمات التعليمية في ضوء الاصلاح الجامعي الجديد, دراسة حالة جامعة د. الطاهر مولاي سعيدة, اطروحة دكتوراه غير منشورة, جامعة ابي بكر بلقايد.

[4] رائد, عليان, ابو ناموس, (2019) تقييم اجراءات الامن والسلامة في الجامعة الاسلامية واثرها في تحسين كفاءة إدارة الطوارئ, رسالة ماجستير غير منشورة, كلية العلوم في الجامعة الاسلامية بغزة.

[5] ب : المجلات

[6] احمد, فلوح, (2012), مواصفات اساتذة الجامعة من وجهة نظر الطلبة- دراسة ميدانية بجامعة مستغانم دراسات نفسية وتربوية, مجلة تطوير الممارسات النفسية والتربوية, المركز الجامعي غليزان, العدد9.

[7] علي, جواد, يوسف, العبودي, (2015), مدى تحقيق معايير الجودة الشاملة في المناهج الدراسية الجامعية, مجلة العلوم التربوية والنفسية, كلية تربية البنات/ جامعة الكوفة العدد (113).

[8] محمد, احمد, شاهين,(2012(, الانشطة الطلابية اللامنهجية: الواقع والمأمول, جامعة القدس المفتوحة مجلة جامعة القدس .

[9] محمود, داود, الربيعي, (2015), تقويم كفايات تدريسي التربية الرياضية جامعة بابل وفق منظور إدارة الجودة من وجهة نظر طلبتهم , مجلة جامعة بابل كلية التربية الرياضية, عدد(23).

[10] ثانيا: المصادر الأجنبية

[11] A:Conferemces:

[12] De Oliveira, O. J., & Ferreira, E. C. (2009). Adaptation and application of the SERVQUAL scale in higher education. Proceedings of POMS 20th Annual Conference Orlando, Florida USA,

[13] Rózsa, Z. (2010). Adaptation of the SERVQUAL scale in Sempa Bratislava. International Scientific Conference Management, Krusevac.

[14] B: Journals:

[15] Abbas, J. (2020b). Service quality in higher education institutions: qualitative evidence from the students’ perspectives using Maslow hierarchy of needs. International Journal of Quality and Service Sciences, https://doi.org/10.1108/IJQSS-02-2020-0016

[16] Ahmed, I., Nawaz, M. M., Ahmad, Z., Ahmad, Z., Shaukat, M. Z., Usman, A., & Ahmed, N. (2010). Does service quality affect students performance? Evidence from institutes of higher learning. African journal of business management

[17] Alijanzadeh, M., Fattahi, H., Veisi, F., Alizadeh, B., Khedmatgozar, Z., & Gholami, S. (2018). Assessment of Educational Service Quality Gap: The Students’ Perspectives. Educational Research in Medical Sciences.

[18] Alves, H., & Raposo, M. (2010). The influence of university image on student behaviour. International Journal of Educational Management.

[19] Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of service Industry management.

[20] Appleton-Knapp, S. L., & Krentler, K. A. (2006). Measuring student expectations and their effects on satisfaction: The importance of managing student expectations. Journal of marketing education

[21] Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing

[22] Cuthbert, P. F. (1996). Managing service quality in HE: is SERVQUAL the answer? Part 2. Managing Service Quality: An International Journal.

[23] Deba, A. A., Jabor, M. K., Buntat, Y., & Musta'mal, A. H. (2014). Potential of service-learning on students' interpersonal skills development in technical and vocational education. Asian Social Science.

[24] Elliott, K. M., & Shin, D. (2002). Student satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education policy and management,

[25] FitzPatrick, M., Davey, J., & Dai, L. (2012). Chinese students' complaining behavior: hearing the silence. Asia Pacific Journal of Marketing and Logistics.

[26] Foropon, C., Seiple, R., & Kerbache, L. (2013). Using Servqual to examine service quality in the classroom: analyses of undergraduate and executive education operations management courses. International Journal of Business and Management,

[27] Hemmati Nezhad, Z., & Hemmati Nezhad, M. (2014). Evaluation Educational Service Quality of Physical Education and sport sciences faculty of the university of Guilan According to SERVQUAL model. Scientific Journal Of Organizational Behavior Management in Sport Studies

[28] Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988,

[29] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing,

[30] Rezaei, S., Karami Matin, B., Hajizadeh, M., Soroush, A., Mohammadi, Z., Babakhany, M., & Jamshidi, K. (2017). Evaluating service quality in the higher education sector in Iran: an examination of students’ perspective. International Journal of Human Rights in Healthcare, https://doi.org/10.1108/IJHRH-12-2016-0024

[31] Saufi, S., & Razaki, M. M. (2020). The Relationship Between Service Quality and Students Satisfaction Among Students in Kias, Nilam Puri, Kelantan. RABBANICA-Journal of Revealed Knowledge,

[32] Abbas, J. (2020a). HEISQUAL: A modern approach to measure service quality in higher education institutions. Studies in Educational Evaluation, 67, 1933.

[33] Iacovidou, M., Gibbs, P., & Zopiatis, A. (2009). An exploratory use of the stakeholder approach to defining and measuring quality: The case of a Cypriot higher education institution. Quality in higher education.

[34] Kabuoh, N. (2021). Service Quality and Students' Satisfaction in B. Sc Marketing Degree Programmes of Selected Private Universities in South Western Nigeria. Development.

[35] Kanagaretnam, K., Mathieu, R., & Thevaranjan, A. (2003). An economic analysis of the use of student evaluations: Implications for universities. Managerial and Decision Economics.

[36] Mastoi, A. G., & Saengkrod, L. (2019). Higher Education Service Quality based on Students’ Satisfaction in People’s Republic of China. Higher education.

[37] Perales, A. G., Liébana-Cabanillas, F., Sánchez-Fernández, J., & Herrera, L. J. (2020). Assessing university students' perception of academic quality using machine learning. Applied Computing and Informatics.

[38] Salam, A. (2020). Service Quality in Iraqi Higher Education System. White Paper.

[39] Teeroovengadum, V., Nunkoo, R., Gronroos, C., Kamalanabhan, T. J., & Seebaluck, A. K. (2019). Higher education service quality, student satisfaction and loyalty. Quality assurance in education. https://doi.org/10.1108/QAE-01-2019-0003

[40] ur Rahman, K., Sanauddin, N., & Ali, A. (2017). Exploring Association between Educational Service Quality and Students ‘Satisfaction in Hazara University, Pakistan. PUTAJ – Humanities and Social Sciences, 24.

[41] Mukumbareza, C. (2015). Evaluating citizen satisfaction with the quality of e-government information services provided by Southern African Development Community governments.

[42] C: books

[43] Haksever, C., Render, B., Russell, R. S., & Murdick, R. G. (2000). Service management and operations. Pearson College Division.

[44] Palmer, A. (2013): Principles of Services Marketing. McGraw Hill.

[45] Zeithaml, V., & Bitner, M. (1996). Service Marketing, Singapore, Internation Edition. McGraw-Hill Book co.