scholarly journals SERVICE QUALITY DIMENSIONS (SQDS): A COMPREHENSIVE PROPOSAL FOR APPLICATION IN HIGHER EDUCATION

2008 ◽  
pp. 121-134
Author(s):  
Arash Shahin ◽  
Mehdi Jamshidian
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Academic Research ◽  
Vital Role ◽  
Improvement Program ◽  
The Past ◽  
Education Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Simultaneous Evolution

In any quality improvement program, measurement plays a vital role as it provides information for decision making. On the other hand, finding the dimensions of quality is a pre-requisite for the measurement process. Despite the diverse resources on the general dimensions of service quality, little work has been conducted on public services and in particular on higher education. It seems that during the past decades, globalization and quality assurance have developed into systematic characteristics of higher education. In spite of their simultaneous evolution, however, actual links between the two phenomena occurred only recently and establishing a comprehensive set of higher education service quality dimensions seems necessary in order to support such linkages. In this paper, some of the existing sets of Service Quality Dimensions (SQDs), proposed for higher education services have been reviewed. The findings have also been compared and integrated with a general and comprehensive iist of SQDs, compiled during an investigation carried out at an international academic research center. The paper presents a new comprehensive set of SQDs for the higher education applications, at national and international levels.

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.

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 University Service Quality

2020 ◽  
Vol 1 (3) ◽  
pp. 135-146
Author(s):  
Mahamudul Hasan ◽  
Md. Zakir Hosen
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Public Universities ◽  
Educational Institutions ◽  
Student Loyalty ◽  
University Reputation ◽  
Study Results ◽  
Education Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The present study explores the effect on student satisfaction and student loyalty of higher education service quality dimensions. Ensuring quality improvement and implementation of strategies for the tertiary education sector has become critical. Moreover, the study also tests the mediating impact of university reputation and external prestige between university service quality and satisfaction and loyalty. Data has collected through a structured questionnaire from a sample of 390 graduate and undergraduate students of two public universities in Bangladesh. The study reflects that the performance on service quality dimensions of selected public universities is not satisfactory. The study results have shown that Teaching, Support services, Library and lab facilities, and internationalization significantly influence student satisfaction except for Administrative service and Hostel facilities. Teaching, Administrative Services, Library and lab facilities, and internationalization significantly influence student Loyalty. The mediating analysis has shown that student satisfaction partially mediates between service quality and student loyalty. The study results have also indicated that university reputation and external prestige partially mediate between service quality and student satisfaction and loyalty. The previous studies which measure service quality of Bangladeshi higher educational institutions have applied the SERVQUAL model, which is not suitable for an educational institution. However, this study has applied a higher education service quality model uniquely developed to measure higher educational institutions' service quality.

scholarly journals Correlation Analysis of Service Quality Gaps in a Four-Star Hotel in Iran

2010 ◽  
Vol 3 (3) ◽  
pp. 40 ◽  
Author(s):  
Arash Shahin ◽  
Reza Dabestani
Keyword(s):  
Correlation Analysis ◽  
Service Quality ◽  
Service Sector ◽  
Focal Point ◽  
The Past ◽  
Important Player ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Almost All

During the past decades, service sector has been known as an important player in the world economy. Considering the significant role of services in the hospitality industry, this research assesses the expectations and perceptions of customers of service quality dimensions in a four-star hotel in Isfahan as the major tourism focal point in Iran. For this purpose, service quality gaps have been measured and studied through correlation analysis in order to determine most important service quality dimensions based on a comprehensive set of service quality dimensions. The findings imply that almost all of the service quality gaps are negative and “price” as a service quality dimension has the highest negative value. “Communication” also has the highest correlation with other service quality dimensions.

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