Beyond service quality dimensions in higher education and towards a service contract

1997 ◽  
Vol 5 (1) ◽  
pp. 7-14 ◽  
Author(s):  
Jennifer Rowley
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Service Contract ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Dimensi Kualitas Layanan dan Pengaruhnya terhadap Loyalitas Mahasiswa dengan Tingkat Kepuasan sebagai Variabel Intervening

2019 ◽  
Vol 7 (2) ◽  
Author(s):  
Mister Candera ◽  
Gumar Herudiansyah
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Path Analysis ◽  
Student Satisfaction ◽  
Indirect Effect ◽  
Direct Influence ◽  
Indirect Influence ◽  
Student Loyalty ◽  
Quality Dimensions ◽  
Service Quality Dimensions

<p><em>This study aims to analyze and describe the direct influence and indirect influence of service quality dimensions on student loyalty through student satisfaction. This study uses perimer data collected through questionnaires with a total of 350 students. Analysis of the data used is Path Analysis. Based on the results of the analysis it was found that tangible has a direct and indirect effect on student loyalty through student satisfaction. reliable variables, responsiveness, and empathy have a direct but not significant effect on loyalty. These three variables have a significant effect on student satisfaction. Meanwhile, assurances have an effect and are not significant towards student loyalty either directly or indirectly through student satisfaction. The results of this study can be used as information for Higher Education in making and implementing policies, so that students are more loyal to Higher Education as a place for respondents to study. </em></p><p><em> </em></p><p><strong><em>Keywords: Dimensions of Service Quality, Satisfaction, and Loyalty</em></strong></p>

A look at university student service quality and satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ling Kee Htang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The One ◽  
The University

Purpose The purpose of this study is to investigate university students’ perception of service quality and satisfaction in a developing country to guide quality improvement. Design/methodology/approach The study uses a quantitative survey design. A new instrument has been developed to measure student perceived service quality. Data was collected from 182 undergraduate students enrolled in a five-year BEd course at the one University of Education in Myanmar. Findings A significant gender difference was found only in one of the service quality dimensions, hostel facilities. There was a significant difference in student satisfaction in the year of study. Apart from cafeteria and hostel facilities, students’ perceived-level of service quality was significantly different. All service quality dimensions were significantly correlated with student satisfaction. Significant relationships were found among intention to leave the university, trust in management and overall satisfaction with the university. Research limitations/implications This study uses data collected from undergraduate students studying at the one University of Education in Myanmar in Myanmar. Practical implications The study adds on to the service quality literature on higher education in developing countries, specifically in Myanmar. The students’ perceived service quality dimensions resulting from this study can be applied by universities to evaluate their performance. Originality/value The research findings presented in this paper fill the gap in the existing literature by providing empirical knowledge on service quality measurement and student satisfaction in the higher education context. The study is among the first studies of students’ perception of service quality and satisfaction in Myanmar.

scholarly journals SERVICE QUALITY DIMENSIONS (SQDS): A COMPREHENSIVE PROPOSAL FOR APPLICATION IN HIGHER EDUCATION

2008 ◽  
pp. 121-134
Author(s):  
Arash Shahin ◽  
Mehdi Jamshidian
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Academic Research ◽  
Vital Role ◽  
Improvement Program ◽  
The Past ◽  
Education Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Simultaneous Evolution

In any quality improvement program, measurement plays a vital role as it provides information for decision making. On the other hand, finding the dimensions of quality is a pre-requisite for the measurement process. Despite the diverse resources on the general dimensions of service quality, little work has been conducted on public services and in particular on higher education. It seems that during the past decades, globalization and quality assurance have developed into systematic characteristics of higher education. In spite of their simultaneous evolution, however, actual links between the two phenomena occurred only recently and establishing a comprehensive set of higher education service quality dimensions seems necessary in order to support such linkages. In this paper, some of the existing sets of Service Quality Dimensions (SQDs), proposed for higher education services have been reviewed. The findings have also been compared and integrated with a general and comprehensive iist of SQDs, compiled during an investigation carried out at an international academic research center. The paper presents a new comprehensive set of SQDs for the higher education applications, at national and international levels.

scholarly journals Service quality in higher education: Applying HEdPERF scale in Vietnamese universities

2021 ◽  
Vol 11 (1) ◽  
pp. 101-115
Author(s):  
Le Dinh Minh Tri ◽  
Tran Thi Hoang Lam ◽  
Nguyen Quang Trang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Two Dimensions ◽  
Education Sector ◽  
Quality Model ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Quality In Higher Education ◽  
General Service

As the higher education sector is more competitive and globalized, service quality and student satisfaction are increasingly essential and attract more attention. However, research on this topic usually employed general service models applied for the higher education context. This paper investigates the service quality in higher education by combining the HEdPERF model and the popular two-dimensional service quality model to link the general and context-focused perspective. Data were obtained from 335 respondents who are students in Vietnamese universities. Findings indicate the effects of functional and technical service quality on student satisfaction and determine each HEdPERF dimension’s relationships on the two dimensions of service quality. This study contributes to understanding the path from service performance in the higher education sector, service quality dimensions, and satisfaction. This also provides suggestions for Vietnamese universities in improving their performance and services.

scholarly journals Service Quality Dimensions of Higher Education Institutions and Students’ Satisfaction: Bangladesh Perspective

2021 ◽  
Vol 9 (2) ◽  
pp. 13
Author(s):  
Dhiman Barua ◽  
Md. Sarwar Uddin
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Research Direction ◽  
Future Research ◽  
Public And Private ◽  
Statistical Measures ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Students Satisfaction

Higher education institutions (HEI’s), both public and private are increasingly focusing on meeting students’ demand as students’ perception on quality of higher educational services are becoming more important. This paper is mainly attempted to examine the relationship between service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) and students’ satisfaction. To conduct the study, a total number of 207 respondents were taken as sample from eight universities including four public universities located in Dhaka and Chittagong. Five point Likert scale type questionnaire was used to collect the data. In this study, some statistical measures such as mean, standard deviation, correlation were used to analyze the linkage. The results found that there is a positive relation between service quality dimensions and students’ satisfaction specifically tangibles and reliability have significant influence on students’ satisfaction. The study also revealed that responsiveness, assurance and empathy have insignificant relation with students’ satisfaction. This paper concludes with limitation and future research direction.

An Examination of Students’ Perceptions of Service Quality Dimensions in Higher Education

2016 ◽  
Vol 24 (1) ◽  
pp. 389-398 ◽  
Author(s):  
Hakan Karatas ◽  
Bulent Alci ◽  
Aydin Balyer ◽  
Mehtap Bademcioglu
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions
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