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.

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.

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 The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector

2019 ◽  
Vol 11 (4) ◽  
pp. 1113 ◽  
Author(s):  
Miklós Pakurár ◽  
Hossam Haddad ◽  
János Nagy ◽  
József Popp ◽  
Judit Oláh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Two Dimensions ◽  
Initial Model ◽  
Four Dimensions ◽  
Sample Data ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Financial Aspect

Banks must meet the needs of their customers in order to achieve sustainable development. The aim of this paper is to examine service quality dimensions, by using the modified SERVQUAL model, which can be used to measure customer satisfaction, and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability, access, financial aspect, and employee competences) on customer satisfaction in Jordanian banks. Data were gathered from 825 customers in the Jordanian banking sector. The sample data were statistically analyzed through exploratory factor analysis by the SPSS program to determine service quality perception and customer satisfaction. The results illustrate that the modified SERVQUAL Model extracted four subscales in the new model instead of eight in the initial model. The first subscale contains four dimensions—assurance, reliability, access and employee competences. The second subscale consists of two dimensions—responsiveness and empathy. The third and fourth subscales—financial aspect and tangibility—are separate factors. Further studies should consider the dimensions of access, financial aspect, and employee competences as essential parts of service quality dimensions with the other subscales, so as to improve wider customer satisfaction in the banking sector. In the authors’ opinion, the modified SERVQUAL model is useful for addressing customer satisfaction in the banking sector.

Service Quality Provided by Colleges in Chitwan and Its Impact on Student Satisfaction

2021 ◽  
Vol 1 ◽  
pp. 15-21
Author(s):  
Shiva Prasad Poudel
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Relationship ◽  
Sampling Technique ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship ◽  
Students Satisfaction

This study attempts to examine the relationship between service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) and students’ satisfaction. Furthermore, this study is also examining critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contribute most to the satisfaction of the students. The study employed both purposive and stratified sampling technique by using a set of questionnaires that was distributed to 120 college students in three of the colleges (Balkumari College, Saptagandaki Campus and Birendra Multiple Campus) in Chitwan. However the study found that there is a positive significant relationship between service quality dimensions and students’ satisfaction. The study also found that Empathy has significant relationship with student’s satisfaction in the students’ perception of service quality rendered by their colleges. Finally the study concludes that assessing level of satisfaction and continuous improvements of the quality of services that colleges provide to their students will help management and other staff of these colleges to reach organizational success.

College clinic service quality and patient satisfaction

2014 ◽  
Vol 27 (6) ◽  
pp. 519-530 ◽  
Author(s):  
Pankaj Deshwal ◽  
Vini Ranjan ◽  
Geetika Mittal
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Student Satisfaction ◽  
Content Type ◽  
Clinic Staff ◽  
Final Sample ◽  
Assess Patient Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Convenience Sampling

Purpose – The purpose of this paper is to identify the service quality dimensions that play an important role in patient satisfaction in campus clinics in Delhi; assess student satisfaction with service; and suggests ways to improve areas of dissatisfaction. Design/methodology/approach – A questionnaire was distributed to students who had completed at least two consultations at the college clinic. Convenience sampling was used to approach respondents. The questionnaire uses modified SERVQUAL and other instruments, including original dimensions and those constructed through detailed discussions. Factor analyses, reliability tests and the Kaiser-Meyer-Olkin measure of sampling adequacy were conducted. The final sample had a total of 445 respondents. Findings – After factor analysis, the authors found that the dimensions affecting patient satisfaction are: staff professionalism; clinic staff reliability; clinic accessibility and basic facilities; tangibles; cleanliness; awareness of the clinic/diseases and how clinic staff deals with emergencies. Most students were satisfied with the professionalism of the clinic staff. More than 70 percent of the respondents reported that the clinic staff paid good attention to them. The campus clinic was deemed reliable by more than 50 percent of respondents. The students found the clinic's location convenient, with more than 50 percent supporting its location. However, there was dissatisfaction among the students regarding the tangibles of the clinic, with more than 50 percent favoring upgrading. There was satisfaction among the respondents regarding the availability of the doctor after clinic hours, but contact details for the clinic staff were not easily accessible on campus. More than 60 percent of respondents were satisfied with the cleanliness of the campus clinic. More than 50 percent felt that the campus clinic was not equipped to deal with emergencies efficiently. At the same time, 90 percent of respondents reported the availability of referral facilities in case of emergencies. Originality/value – The authors believe that this is the first study conducted to assess patient satisfaction in the campus clinics of engineering institutes in Delhi region. This paper provides valuable information to college clinic administrators.

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