The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
Service quality in Higher Education using an enhanced SERVQUAL approach
Abstract
Customer service and quality are driving forces in the business community. As higher educational institutions tussle for competitive advantage and high service quality, the evaluation of educational service quality is essential to provide motivation for and to give feedback on the effectiveness of educational plans and implementation. This research presents an enhanced approach to using SERVQUAL 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 two local universities. A rigorous analysis demonstrates the usefulness of the approach in gathering students' perceptions, analysing them, and reducing them to a form usable by management as an off‐the‐shelf service quality measurement tool.
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994) · Journal of Marketing · doi:10.1177/002224299405800109 · Cited by 3,322
Cronin, J. J., & Taylor, S. A. (1994) · Journal of Marketing · doi:10.1177/002224299405800110 · Cited by 3,139
An empirical assessment of the SERVQUAL scale
Babakus, E., & Boller, G. W. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90022-4 · Cited by 2,122
Reliability and validity of servqual scores used to evaluate perceptions of library service quality
Cook, C., & Thompson, B. (2000) · The Journal of Academic Librarianship · doi:10.1016/s0099-1333(00)00114-2 · Cited by 185
The Measurement and Analysis of College Student Satisfaction
Betz, E. L., Klingensmith, J. E., & Menne, J. W. (1970) · Measurement and Evaluation in Guidance · doi:10.1080/00256307.1970.12022448 · Cited by 85
Horowitz, M. (2013) · Research in Higher Education · doi:10.1007/11162.1573-188x · Cited by 76
Administrative Effectiveness in Higher Education: Improving Assessment Procedures
Heck, R. H., Johnsrud, L. K., & Rosser, V. J. (2000) · Research in Higher Education · doi:10.1023/a:1007096803784 · Cited by 72
Cited by
Comparing alternative instruments to measure service quality in higher education
Brochado, A. (2009) · Quality Assurance in Education · doi:10.1108/09684880910951381 · Cited by 338
Learning spaces in higher education: an under-researched topic
Temple, P. (2008) · London Review of Education · doi:10.1080/14748460802489363 · Cited by 280
A Leap of Faith: The Role of Trust in Higher Education Teaching
(2009) · Institutional Repositories DataBase (IRDB) · doi:10.18999/njhe.9.221 · Cited by 15
Metadata
- Authors
- Tan, K. C., & Kek, S. W.
- Venue
- Quality in Higher Education
- Publisher
- Informa UK Limited
- Published
- 2004-04
- Volume
- 10
- Issue
- 1
- Pages
- 17-24
- ISSN
- 1353-8322 (ISSN-L)
- 1470-1081
- OpenAlex
- W2113586794
- Cited by
- 329
- References
- 8
- FWCI
- 5.74
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
