scholarly journals Academic Service Quality Survey in Higher Education

2021 ◽  
Author(s):  
Cucun Sunaengsih ◽  
Aan Komariah ◽  
Dedy Achmad Kurniady ◽  
Muthahharah Thahir ◽  
Badrud Tamam
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Academic Service Quality

Students’ Perspectives on Service Quality in Higher Education for Attaining Global Excellence in Thailand

2015 ◽  
Vol 13 (1) ◽  
Author(s):  
Nipa Sriwarom (Ouppara)
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Competitive Advantage ◽  
Primary Source ◽  
Primary Data ◽  
Sustainable Competitive Advantage ◽  
Quality Systems ◽  
Level Of Satisfaction ◽  
Academic Service Quality ◽  
Quality In Higher Education

At present, higher education institutions (HEIS) need to adopt strategic actions designed to improve quality systems and gain a sustainable competitive advantage. One way in which a university can differentiate its service offering from the competitors is through the provision of excellent service quality. While the benefits of service quality have long been accepted, there are still many schools that ignore its importance. This research investigates the students’ extent of satisfaction in terms of service quality provided by three leading public universities in Thailand. The paper focuses in understanding the concept of academic service quality in the context of attaining global excellence. The results show that the students were very satisfied with the services provided to them in terms of reliability, tangibility, assurance, empathy and responsiveness. In addition, the data disclose that adopting service quality contributed to the attainment of the schools’ thrust in achieving global excellence. The information that were collected through the use of the questionnaire served the as primary source of information. Unstructured interviews were conducted to substantiate the primary data gathered. Service quality in this study was evaluated based on an integrated experience that happens in a network of learning sphere created to promote quality education among the students. Keywords - Global excellence, level of satisfaction, service quality, quality systems, competitive advantage, SERQUAL model, Thailand

Measuring Service Quality in The Context of Higher Education in Vietnam

2013 ◽  
pp. 77-90
Author(s):  
Yen Nguyen Thi Hoang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Exploratory Study ◽  
Measurement Scale ◽  
Education Service ◽  
The Subject

This paper focuses on the understanding of service quality in the context of Vietnamese universities. It proposes an approach for measuring the quality of the higher education service provided by universities in Vietnam. Firstly, an exploratory study was conducted. Then, the set of items which were generated became the subject of a questionnaire that was then administered to 675 students of a Vietnamese university to determine the dimensions of higher education service quality in this context. The obtained results permit us to appropriate a measurement scale which is slightly different from the SERVQUAL scale widely known as the standard for measuring service quality. The results also show that tangible elements, responsiveness and assurance seem to be three specific dimensions of the higher education service of Vietnamese universities.

scholarly journals Assessing the relationship among service quality, student satisfaction and loyalty: the NIGERIAN higher education experience

Heliyon ◽  
2021 ◽  
pp. e07590
Author(s):  
Taiye T. Borishade ◽  
Olaleke O. Ogunnaike ◽  
Odunayo Salau ◽  
Bolanle D. Motilewa ◽  
Joy I. Dirisu
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Education Experience ◽  
The Relationship

The Correlation between Servqual Dimensions and Student Satisfaction

2021 ◽  
Vol 7 (2) ◽  
pp. 7
Author(s):  
Nur Zihan Abd Rashid ◽  
Tuan Nur Athirah Nabilah Tuan Ismail ◽  
Bibianah Thomas
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Learning Experience ◽  
Sampling Technique ◽  
Education Institution ◽  
Primary Objective ◽  
Future Research ◽  
Higher Education Institution ◽  
New Findings

Service quality is a very crucial element in ensuring the competitiveness of various institutions. By having a good service quality, the reputation of the organization will enhance and thus become their added competitive advantage. In higher education institution, service quality is important to ensure the students whom are their primary stakeholders are able to have a good learning experience in which will then influence their satisfaction. The primary objective of this paper is to analyze the correlation between five elements in SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, empathy) and the student satisfaction. The questionnaires were distributed among the students in various faculties in UiTM Sabah by using convenience sampling technique and 250 questionnaires were managed to be collected for analysis. Overall, the result shows that the students are satisfied with service quality in UiTM Sabah. Specifically, all five SERVQUAL dimensions correlate with student satisfaction. Reliability, responsiveness and empathy dimensions have strong correlation with student satisfaction. Meanwhile, both tangibility and assurance have moderate correlation with student satisfaction. This study is hoped to contribute towards the new knowledge in the field of service quality especially in higher education institutions Future research is also proposed at the final section of this study to discover new findings from different perspectives of service quality. Keywords: servqual; students’ satisfaction; service quality; higher education institution; service delivery.

Sign in / Sign up

Export Citation Format

Share Document