Service quality measurement of higher vocational education based on SERVQUAL and KANO: A case study in Politeknik ATMI Surakarta

2019 ◽  
Author(s):  
Andhy Rinanto ◽  
Eko Pujiyanto ◽  
Cucuk Nur Rosyidi ◽  
Hoedi Prasetyo
Keyword(s):  
Service Quality ◽  
Vocational Education ◽  
Quality Measurement ◽  
Higher Vocational Education

scholarly journals Service Quality of the Higher Vocational Education

2020 ◽  
Author(s):  
Ana Jovičić Vuković ◽  
Jelena Damnjanović ◽  
Nataša Papić-Blagojević
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Vocational Education ◽  
Quality Management System ◽  
Higher Education Institutions ◽  
T Test ◽  
Higher Vocational Education ◽  
Perceived Service Quality ◽  
Vocational Studies

Research Question: The paper will investigate the service quality of the higher education provided by the higher schools of vocational studies using SERVQUAL methodology. Motivation:  The paper will show the characteristics of higher education of vocational studies, and it will point out the significance of creating and maintaining a quality management system in higher education institutions. The new reform of higher education in Serbia and establishment of academies of vocational studies are the main reasons why the question of service quality becomes one of the most important issues for higher education institutions and basis for competitive advantage, better image and reputation. Also, a growing competition on the higher education market and a smaller number of prospective students are also problems which higher vocational schools are faced with. Idea: The goal of this research is to find the differences between expected and perceived service quality. Furthermore, the paper will show if there are differences between perceived service quality among the students of different study years, as well as differences between the students with State scholarship and the self-funded students. Data: The research included 244 students of the first, second, and third years of bachelor studies from higher schools of vocational studies in Novi Sad, significant and the second-largest educational centre in the Republic of Serbia. Tools: Statistical methods used in this paper are frequency analysis, descriptive statistics, while the hypotheses are tested using the paired sample t-test, the independent t-test, and the one-factor variance analysis – ANOVA. Findings: The results of the research show that service quality of higher vocational education does not meet students' expectations (sig.<0,001)  and that the gap is negative for all dimensions of service quality (Tangibles (-.32), Reliability (-.52), Responsiveness (-.49), Assurance (-.33), and Empathy(-.26)). It is also shown by this research that there are no differences in higher education service quality based on the status of students (sig.>0.05) and the year of studying (sig.>0.05). Contribution: The results can be used as basis for introducing further measures to improve the quality of service provided by higher vocational institutions.

An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement

Kybernetes ◽  
2019 ◽  
Vol 49 (10) ◽  
pp. 2419-2453 ◽  
Author(s):  
Serkan Altuntas ◽  
Semih Kansu
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Public Hospital ◽  
Failure Modes ◽  
Quality Measurement ◽  
Integrated Approach ◽  
Content Type ◽  
Integrated Methodology

Purpose The purpose of this paper is to propose an innovative and integrated approach based on service quality measurement (SERVQUAL), quality function deployment (QFD) and failure modes and effects analysis (FMEA) for service quality improvement. Design/methodology/approach The SERVQUAL scale is used for service quality measurement, QFD is used for service design and FMEA is used to prevent possible failures during service delivery. Findings A case study in a public hospital in Turkey is performed to show how the proposed approach works in practice. The results of the study show that the proposed approach can be used effectively to assess service quality in practice. Originality/value Service quality has become an important issue for service enterprises facing a fiercely competitive environment to provide sustainability. This is the first study that applies an integrated methodology based on SERVQUAL scale, QFD and FMEA to service quality improvement.

scholarly journals APPLICATION OF ECOSERV MODEL IN SERVICE QUALITY MEASUREMENT: CASE STUDY OF NATIONAL PARKS IN CROATIA

2020 ◽  
Author(s):  
Iva Valcic ◽  
Suzana Markovic ◽  
Jelena Kljaic Sebrek ◽  
◽  
Keyword(s):  
Service Quality ◽  
National Parks ◽  
Quality Measurement ◽  
Descriptive Statistics ◽  
Model Data ◽  
Perceived Service Quality ◽  
Quality Perceptions ◽  
Key Dimensions ◽  
Self Administered Questionnaire

Service quality plays an important role in improving competitiveness across tourism sectors. In this context, there is a need to gain a better understanding of service quality in the growing segment of ecotourism. This study aims to measure service quality perceptions of visitors of Croatian national parks and identify its key dimensions by using a modified ECOSERV model. Data were collected using a self-administered questionnaire. Descriptive statistics and exploratory factor analysis were used to analyse the data. Six dimensions that seem to best explain perceived service quality in national parks were identified. The results of the study could be relevant for both academics and management active in the area of ecotourism and national parks.

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