Human Capital and Their Affect in Service Quality Dimensions

Abstract

The purpose of this study is to investigate the effect of human capital components on quality of educational service through its dimensions. questionnaire were used to extract the components of human capital (HC) that affect the service quality dimensions. These results were then tested using program SPSS, EXCEL. Each components of HC was then tested on the service quality (SQ) using correlation, regression coefficient. The analysis yielded five HC components, which were termed as Knowledge, Experience, skill, Innovation and Talent. It was found that all Knowledge, Experience, skill, Innovation and job-related talent significantly positively predict the SQ. The study offered experiential data to support the contention that university should develop and engage capabilities of lecturers to enhance the quality of educational service.