scholarly journals Using the SERVQUAL Framework to Examine the Service Quality in Higher Education in Thailand

2021 ◽  
Author(s):  
Kevin Fuchs ◽  
Keerati Fangpong
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Customer Service ◽  
Undergraduate Students ◽  
Driving Forces ◽  
Business Students ◽  
Quality Measurement ◽  
Educational Process ◽  
Business Community ◽  
Measurement Tool

Customer service and quality are driving forces in the business community. As higher educational institutions struggle for competitive advantages and high service quality, the evaluation of educational service quality is essential to provide motivation for and give feedback on the effectiveness of educational plans and their implementation. Monitoring student satisfaction with education quality has become an integral part of the educational process in not only a number of universities, but also further afield. This research presents an enhanced approach to using the SERVQUAL framework for measuring student satisfaction. It involves the use of factors concerning student services that are queried and surveyed using the SERVQUAL methodology. The proposed instrument was tested at a regional university in Thailand with a sample of 400 undergraduate students. Rigorous analysis demonstrates the usefulness of the approach in gathering business students’ perceptions, analyzing them, and reducing them to a form usable by management as an off-the-shelf service quality measurement tool.

scholarly journals Using the SERVQUAL Framework to Examine the Service Quality in Higher Education in Thailand

2021 ◽  
Vol 4 (2) ◽  
Author(s):  
Kevin Fuchs ◽  
◽  
Keerati Fangpong ◽  
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Customer Service ◽  
Undergraduate Students ◽  
Driving Forces ◽  
Business Students ◽  
Quality Measurement ◽  
Educational Process ◽  
Business Community ◽  
Measurement Tool

Customer service and quality are driving forces in the business community. As higher educational institutions struggle for competitive advantages and high service quality, the evaluation of educational service quality is essential to provide motivation for and give feedback on the effectiveness of educational plans and their implementation. Monitoring student satisfaction with education quality has become an integral part of the educational process in not only a number of universities, but also further afield. This research presents an enhanced approach to using the SERVQUAL framework for measuring student satisfaction. It involves the use of factors concerning student services that are queried and surveyed using the SERVQUAL methodology. The proposed instrument was tested at a regional university in Thailand with a sample of 400 undergraduate students. Rigorous analysis demonstrates the usefulness of the approach in gathering business students’ perceptions, analyzing them, and reducing them to a form usable by management as an off-the-shelf service quality measurement tool.

scholarly journals SKALA PENGUKURAN KUALITAS LAYANAN: SEBUAH KAJIAN LITERATUR

2019 ◽  
Vol 1 (2) ◽  
pp. 21-39
Author(s):  
Dewa Nyoman Benni Kusyana ◽  
Komang Ary Pratiwi
Keyword(s):  
Service Quality ◽  
Measurement Techniques ◽  
Quality Measurement ◽  
Measurement Tool ◽  
Quality Model ◽  
The Past ◽  
Quality Literature ◽  
Effective Models ◽  
Important Measurement

Service quality measurement techniques along with dimensions of service quality have become a major issue in the marketing literature over the past few decades. The increasing importance of quality services, both practitioners and scholars began to focus on service delivery. Measurement of service quality is now seen as an important measurement tool for companies to understand the needs and desires of customers by analyzing customer satisfaction and experience with the services provided. Although until now there has been no agreement on a particular model that should be used to measure service quality, the fact is there are several effective models that can be used by both practitioners and scholars that have been produced by researchers. Until now, researchers believe and agree that service quality is multilevel or multidimensional. This study focuses on various types of service quality models that existed until year of 2000. The methodology used is conducting a review of service quality literature. The limitation of this literature review is that the existing service quality model was developed before 2000 because after 2000 the development of quality services was focused on the quality of electronic services.

How Do Undergraduate Tourism Students Perceive the Service Quality in their Educational Institution? An Assessment Using the SERVQUAL Framework

2021 ◽  
Vol 12 (4) ◽  
pp. 1076
Author(s):  
Kevin FUCHS
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Service Sector ◽  
Educational Institution ◽  
Tourism Industry ◽  
Educational Process ◽  
Service Industries ◽  
Business World ◽  
Tourism Education

Tourism education is an important component and contributor to the tourism industry's global success, particularly as technology and innovation become more prevalent in the hospitality and tourism sectors around the world. Several studies have been conducted on student perceptions of tourism education and the tourism industry's long-term viability in the current and future environment. The importance of a capable, competent, passionate, and dedicated workforce in the service industries in general, and the tourism industry in particular, cannot be overstated. Related studies have also suggested that in the service sector, workers' optimistic attitudes about their work are critical for customer loyalty and satisfaction. Service quality and customer service are leading principles in the business world. Assessing educational service quality is important for encouraging and providing feedback on the effectiveness of educational plans and their execution as higher education institutions compete for competitive advantages and high service quality. In a number of universities, as well as further afield, monitoring student satisfaction with education quality has become an important part of the educational process. This study shows how to use the SERVQUAL system to measure student satisfaction in a more effective way.It entails the use of the SERVQUAL methodology to query and survey five factors related to student services. The proposed instrument was tested on 400 undergraduate tourism students at a large regional university in Thailand. The approach's utility in collecting tourism students' impressions, evaluating them, and reducing them to a form usable by management as an off-the-shelf service quality evaluation tool is demonstrated by rigorous study.

SERVICE QUALITY AND STUDENTS’ SATISFACTION IN B.SC MARKETING DEGREE PROGRAMMES OF SELECTED PRIVATE UNIVERSITIES IN SOUTH WESTERN NIGERIA

2021 ◽  
Vol 11 (1) ◽  
pp. 44-61
Author(s):  
Temitayo Famutimi ◽  
◽  
Margret Kabuoh ◽  
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Public Awareness ◽  
Private Universities ◽  
Professional Associations ◽  
Sustainable Competitive Advantage ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Students Satisfaction

Delivering satisfactory educational quality is paramount to achieving institutional objectives such as improve revenue, enrolment growth, contributes significantly to the goal of sustainable competitive advantage for most for-profit universities. In Nigeria, many private universities are recording low enrolment into their BSc Marketing degree programmes. However, students’ disposition to marketing as a course of study has not been well studied. Most marketing education studies have focused mainly on the teaching methodologies without giving due consideration quality of educational experience that shape enrolment into this vital field of study. This study examined the effect Service Quality (SQ) and Students’ Satisfaction (SS) into BSc. Marketing degree programmes in selected Nigerian private universities in South Western Nigeria. Cross-sectional survey research design was adopted in this study. The population consisted of 201 BSc undergraduate students from six selected private universities from South Western geo-political zone of Nigeria. Total enumeration was employed and all the undergraduate marketing students of the six selected private universities were respondents for this work. A structured questionnaire was adapted and validated. The Cronbach’s Alpha reliability coefficient for the constructs were indicated thus; SQ =0.833 and SS=0.88807. The response rate of 97.5 % was achieved for this study. Data were analysed using descriptive and inferential statistics. Findings revealed that that service quality had significant effect on student satisfaction for B.Sc. Marketing degreeprogrammes in selected private universities in South Western Nigeria (R2= 0.084, β = 0.252, t = 2.757, p<0.05). The study recommended that universities and marketing professional associations should commit significant resources to organizing career fairs, workshops, essay competitions and expert series to create public awareness on the importance of marketing as a career and the foundational role the profession plays in profit and non-profit organizations.

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.

Antecedents of Student Satisfaction: The Role of Student Perceived Service Quality

2021 ◽  
Vol 7 (2) ◽  
pp. 216
Author(s):  
Peter Sin Howe Tan ◽  
Yuen Onn Choong ◽  
I-Chi Chen
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Private Universities ◽  
Past Experience ◽  
The Body ◽  
Reliable Information ◽  
Perceived Service Quality

There is a lack of attention from past studies on the role of antecedents in the private higher education in Malaysia. Thus, this paper aim to examine the roles of reliable information and past experience on student’s perceived service quality and satisfaction among the undergraduate students of private universities in Malaysia. A self-administered questionnaire was adopted and collected 388 valid data from the 9 private universities in Malaysia. The SERVPERF instrument was adopted to evaluate the perceived service quality among the undergraduate students. The PLS-SEM was applied to analyze the students’ responses in determining the role of antecedents in improving student satisfaction by providing quality tertiary education in the private universities. The findings depicted that reliable information is significantly related with student perceived service quality. However, there is no relationships between past experience and student perceived service quality. Student perceived service quality is found significantly related to student satisfaction. This paper provides a valuable contribution in the body of knowledge of the antecedent and consequence of perceived service quality. The findings of the study help the management of the universities to improve the student satisfaction through the focus on the role of antecedents, particularly reliable information. Several implications are offered which would benefits Malaysia private universities and Ministry of Higher Education.

scholarly journals Pengaruh Kualitas layanan Terhadap Kepuasan Mahasiswa dengan Moderasi Budaya Organisasi dan Reputasi

2021 ◽  
Vol 10 (2) ◽  
pp. 121-130
Author(s):  
Nilda Tri Putri ◽  
Budi Satria ◽  
Elita Amrina ◽  
Alfadhlani Alfadhlani
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Structural Equation ◽  
Structural Model ◽  
Organization Culture ◽  
Moderating Effect ◽  
Equation Modeling ◽  
The Relationship

The purpose of this paper is to study the effects of service quality, organization culture and reputation on student satisfaction. This study uses 397 data collected from undergraduate students of Andalas University. The data is analyzed using structural equation modeling with SmartPLS 3.0, because of its ability to evaluate the measurement as well as the structural model. The results of this study show that service quality, organization culture and reputation significantly affect the student satisfaction. It is also found that service quality has the highest effect on student satisfaction, which means that increasing Andalas University service quality would significantly improve the satisfaction of its students. The results of this study also show that the organization culture nor reputation do not have moderating effect on the relationship between service quality and student satisfaction. This finding implies that organization culture nor reputation would not strengthen nor weaken the relationship between service quality and student satisfaction. Based on the findings, this study proposes several recommendations for University of Andalas to improve the satisfaction of its students.

scholarly journals PENGARUH LOKASI DAN BRAND IMAGE SERTA KUALITAS LAYANAN TERHADAP KEPUASAN PADA MAHASISWA FAKULTAS KEDOKTERAN UNIVERSITAS JEMBER

BISMA ◽  
2017 ◽  
Vol 11 (2) ◽  
pp. 155
Author(s):  
Herliana Irmawati ◽  
Diah Yulisetiarini ◽  
Deasy Wulandari
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Brand Image ◽  
Research Data ◽  
Sample Data ◽  
Study Population

Abstract: The purpose of this study was to examine the effect of location, brand image, and service quality on student satisfaction in Universitas Jember. This was an explanatory research. Data were collected in December 2016. The study population was undergraduate students in the Faculty of Medicines, Universitas Jember. The Faculty of Medicines was selected because it had the largest number of registrants while the quota for the accepted students was very limited. The total number of the Faculty of Medicines’ students in 2015/2016 was 85 (eighty five). The sample consisted of 96 (ninety six) respondents because all undergraduate students batch 2015/2016 were used as the sample. Data were analyzed using multiple linear regression. Keywords: Location, Brand Image, Service Quality, and Satisfaction

scholarly journals PENGARUH KUALITAS LAYANAN PENDIDIKAN TERHADAP KEPUASAN MAHASISWA PROGRAM STUDI MANAJEMEN FAKULTAS EKONOMI PADA UNIVERSITAS SWASTA DI BANDAR LAMPUNG

2019 ◽  
Vol 10 (01) ◽  
pp. 76-99
Author(s):  
Endang Siswati Prihastuti ◽  
Syahril Daud
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Structural Equation ◽  
Educational Process ◽  
Policy Implications ◽  
Equation Modeling ◽  
Educational Services

This study aims to determine the description of the quality of educational services to student satisfaction after attending the educational process, and the results of this study are used to increase student satisfaction in the future. The population of this research is the management study program students at the Faculty of Economics, Private Universities in Bandar Lampung in 2014, 2015 and 2016. Determination of the size of the sample uses the Isaac and Michael tables with a 5% confidence level and determines the sample members with stratified random sampling. The data analysis technique used is Structural Equation Modeling (SEM), an analysis that combines factor analysis approaches, structural models (Structural Model), and path analysis (Path Analysis). The exogenous variable education service quality (X) consists of tangibles, reliability, responsiveness, assurance and empathy. Whereas endogenous variables of satisfaction (Y) are cognition, affective and psychomotor. The results showed that 1) a description of the quality of educational services according to students' perceptions as a whole including good categories.variable service quality Tangible, reliability, empathy, assurance is more important than responsiveness, 2) description of student satisfaction after attending the education process according to overall student perceptions including good categories, 3) quality of education services has a significant effect on student satisfaction, 4) policy implications indicate the need for improvement in terms of; a) cleanliness of the lecture room, b) resolve student complaints, c) handle administration quickly, d) pay attention to a controlled period of education, e) hospitality of employees in providing services.

scholarly journals A Methodological Approach for Developing and Validating a Parsimonious and Robust Measurement Tool: The Academic E-Service Quality (ACEQUAL) Model

2021 ◽  
Vol 11 (10) ◽  
pp. 613
Author(s):  
Toni Lupo ◽  
Ester Buscarino
Keyword(s):  
Service Quality ◽  
Methodological Approach ◽  
Quality Measurement ◽  
Measurement Model ◽  
Measurement Process ◽  
Measurement Tool ◽  
Related Services ◽  
Quality Improvement Process ◽  
The Subject ◽  
The University

Nowadays, in the higher education sector, the quality measurement process of education-related services is assuming a crucial role to support focused and targeted improvement activities deeply centered on students’ needs/necessities. These are considered crucial factors for dealing with the current academic competitive context. Therefore, the quality measurement process has to be precise and accurate, namely the measurement model on which it is based has to be parsimonious and robust. The present work proposes an effective and easy-to-use methodological approach suitable for supporting the structuring of a measurement tool. Its effectiveness is shown with reference to the academic e-service provided at the University of Palermo. In particular, taking into account the students’ viewpoints and perspectives, a measurement model of the academic e-service quality is developed and validated, thus overcoming the lack of literature on the subject. Finally, a survey is conducted, and highlighted academic e-service quality shortcomings and criticalities are stressed and discussed. The outcomes of this study may be of interest to practitioners and researchers in the field, offering important suggestions on how to support the structuring of a measurement model, as well the data-driven service quality improvement process.

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