Review of "Developing a Service Quality Model for Private Higher Education Institutions in Lebanon"

2018 ◽  
Author(s):  
Hussin Hejase
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Private Higher Education ◽  
Quality Model ◽  
Private Higher Education Institutions

Developing a Service Quality Model for Private Higher Education Institutions in Lebanon

2018 ◽  
Vol 3 (1) ◽  
pp. 24-33
Author(s):  
Farah Khattab
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Quality Assessment ◽  
Higher Education Institutions ◽  
Education Sector ◽  
Private Higher Education ◽  
Assessment Process ◽  
Quality Model ◽  
Quality Dimensions ◽  
Private Higher Education Institutions

Objective - The objective of this study is to identify and implement the most suitable and prominent dimensions for service quality, which is key for the development of a successful model. Within a competitive academic environment, Lebanese higher education institutions are forced to develop their own dimensions of service quality and offer higher quality services than their competitors. Therefore, identifying the key dimensions of service quality in the Lebanese higher education sector is a priority for universities, to improve their overall services and maintain high levels of retention. The foremost condition to success is a well-developed service quality assessment process to evaluate university services. This paper aims to investigate the most effective service quality assessment tool for Lebanese universities, in addition to the corresponding dimensions of service quality and their impact on the satisfaction of the students. Methodology/Technique - This study undertakes a comprehensive review of recent studies dealing with different aspects of service quality models and the corresponding service quality dimensions are presented and discussed. Considering the proved and established qualities and capabilities of the SERVQUAL model and the urgent need for service quality assessment for private higher education institutions in Lebanon, a modified SERVQUAL model with seven dimensions is proposed and highlighted as a potential model for assessing service quality in the Lebanese higher education sector. Findings - Based on the comprehensive literature review carried out, it was noted that the SERVQUAL instrument is the most prominent model used in recent investigations to assess service quality in the higher education sector. Novelty - Choosing the proper and the most influential service quality model is one of the crucial challenges faced in higher education. Type of Paper: Review. Keywords: Service Quality; Quality Dimensions; Service Model; Customer Satisfaction; Lebanese Higher Education. JEL Classification:

scholarly journals Service quality – Cases of private higher education institutions explored

2014 ◽  
Vol 11 (2) ◽  
pp. 402-414 ◽  
Author(s):  
Riaan Dirkse van Schalkwyk ◽  
Rigard J. Steenkamp
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
South African ◽  
Higher Education Institutions ◽  
Private Higher Education ◽  
Niche Markets ◽  
Private Higher Education Institutions ◽  
Educational Need ◽  
Questionnaire Surveys ◽  
Primary Service

The South African higher education landscape has changed significantly. PHEIs (private higher education institutions) play a more important role although they are not yet fully acknowledged as higher education “universities”. This may be a strategic incentive for service quality excellence. It seems if the market responds well to PHEIs, because they complement the higher educational need and cater for unique niche markets. The article reports on the level and importance of service quality in three cases of South African PHEIs with the focus on primary service quality dimensions. The purpose of the study was to explore the strategic importance of service quality at PHEIs per se, its general service quality status and their endeavours to manage (measure and improve) service quality. The investigation followed a mixed method approach and applied interviews, observation and questionnaire surveys (using the SERVQUAL instrument). Case research has consistently been of the most powerful research methods in operations and quality management, particularly in contributing to the paucity of literature and the development of new theory and/or new hypotheses. Besides the paucity of literature, the results indicate that service quality at the PHEIs is a high strategic priority and may be a higher priority than service quality at public universities (a hypothesis for further investigation).

scholarly journals The exploration of service quality and its measurement for private higher education institutions

2019 ◽  
Vol 18 (2) ◽  
pp. 83-107 ◽  
Author(s):  
R Dirkse Van Schalkwyk ◽  
R J Steenkamp
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Internal Validity ◽  
Service Industries ◽  
Private Higher Education ◽  
Research Approach ◽  
Service Quality Management ◽  
Private Higher Education Institutions

The strategic importance of service excellence for service industries places the focus on service quality leadership, service quality management systems, service quality dimensions and the measurement of service quality. Many businesses such as private higher education institutions (PHEIs) regard service quality excellence as the single most important and distinct competence for survival and sustainability. The paucity of literature on the topic does not reflect the substantial growth of PHEIs in South Africa, and this paper explores service quality in this context. This exploratory study focuses on service quality (general insights), the need for service quality management and measurement at PHEIs, and the practical value of the SERVQUAL methodologies. The research approach is exploratory in the sense that it involves a literature review and an empirical application of the SERVQUAL instrument at a PHEI. The results (with internal validity) indicate the following three factors: the increasing strategic importance of service quality at PHEIs; good service quality levels at the PHEI studied; and why and how SERVQUAL (and SERVPERF) can benefitt PHEIs.

scholarly journals The Effect of Service Quality on Internal Stakeholder’s Satisfaction: Evidence from Private Higher Education Institutions in UAE

2021 ◽  
Vol 05 (01) ◽  
Author(s):  
Dr. Hany Mamdouh Selim ◽  
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Private Higher Education ◽  
Survey Method ◽  
Educational Services ◽  
Primary Concern ◽  
Private Higher Education Institutions ◽  
Internal Stakeholders

Higher education is considered as the shield of the nations and the benchmark of progress, it is essential for it to be sustainable and to have continuous development. Private Higher Education plays a key role in the UAE, attracting many students. There is a great competition between these institutions in terms of providing the appropriate educational services, to win and satisfy the stakeholders. Undoubtedly, the satisfaction of stakeholders with the quality of educational services provided is the primary concern of any educational institution. The focus on the student takes special. However, the satisfaction of the staff who works to provide this service is also important and to be taken care of with high importance. Hence, the main purpose of this study is to focus on the quality of higher education services and its impact on the internal stakeholders’ satisfaction in the private higher education institutions in the UAE. HEdPERF and SERVPERF compiled scale was used for evaluating service quality and internal stakeholders’ satisfaction and survey method utilized to gather the data. A total number of 1264 students, 54 Professors and 93 non- academic staff participated in the survey.

scholarly journals A top management perspective of total quality service dimensions for private higher education institutions in South Africa

2019 ◽  
Vol 20 (1) ◽  
pp. 577-599
Author(s):  
R Dirkse van Schalkwyk ◽  
R J Steenkamp
Keyword(s):  
Higher Education ◽  
South Africa ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Private Higher Education ◽  
Quality Service ◽  
Total Quality ◽  
Management Perspective ◽  
Private Higher Education Institutions ◽  
Service Framework

The growing need for higher education in Africa with the concurrent explosive growth of private higher education institutions in South Africa indicates the concomitant need for quality assurance of these institutions. This article presents leadership perspectives on the strategic need for developing a service quality excellence framework for private higher education institutions, a need which arises from the limitations of conventional quality assurance instruments, and highlights the importance of a holistic approach to service quality management in terms of a total quality service framework. The development of such a framework is being done in two phases: (1) from a top management perspective (the qualitative phase) and (2) from the perspective of academics and students (the quantitative phase). This article explains the first phase of the research with the focus on prominent South African private higher education institutions offering degree qualifications. In-depth semi structured interviews were conducted with 15 principals (CEOs or top managers) of these institutions. A thematic analysis approach was followed to identify service quality dimensions as the point of departure for the eventual development of a total quality service framework.

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