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 Family-Owned Private Higher Education Institutions in Africa

2018 ◽  
pp. 23
Author(s):  
Wondwosen Tamrat
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Education Sector ◽  
Private Higher Education ◽  
Global Presence ◽  
The Subject ◽  
Private Higher Education Institutions

Notwithstanding the dearth of research on the subject, the increasing global presence of family-owned institutions is introducing a special breed within the private higher education sector. This article broadly explores the nature, continental developments, and implications of this growing phenomenon across Africa.

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 Family-Owned Private Higher Education Institutions in Africa

2018 ◽  
pp. 23-24 ◽  
Author(s):  
Wondwosen Tamrat
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Education Sector ◽  
Private Higher Education ◽  
Global Presence ◽  
The Subject ◽  
Private Higher Education Institutions

Notwithstanding the dearth of research on the subject, the increasing global presence of family-owned institutions is introducing a special breed within the private higher education sector. This article broadly explores the nature, continental developments, and implications of this growing phenomenon across Africa.

Growth and conflict: the views of Chinese private higher education managers

2016 ◽  
Vol 9 (1) ◽  
pp. 17-30 ◽  
Author(s):  
Xiaoying Ma ◽  
Malcom Abbott
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Education Sector ◽  
Private Higher Education ◽  
Content Type ◽  
Academic Literature ◽  
Private Higher Education Institutions ◽  
The Government ◽  
The Relationship ◽  
Education Managers

Purpose The purpose of this paper is to report the findings of a series of interviews conducted with a number of managers of Chinese private higher education institutions on the growth of the private higher education sector in China and the relationship it has with the government. Private higher education managers in China do seem concerned with the regulatory impediments to their institutions’ development and the difficulties involved in competing with state-funded institutions. Design/methodology/approach The paper uses a series of interviews conducted with a number of managers of Chinese private higher education institutions on the growth of the private higher education sector in China and the relationship it has with the government. Findings The research found that private higher education managers in China do seem concerned with the regulatory impediments to their institutions’ development and the difficulties involved in competing with state-funded institutions. Originality/value This work is the only one of its kind in the academic literature.

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 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.

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