Assessing students' rating in higher education: A SERVQUAL approach

Chatterjee, Amlan; Ghosh, Chiranjib; Bandyopadhyay, Souvik

doi:10.1080/14783360903247114

Cited by 38 publications

(13 citation statements)

References 30 publications

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“…Student evaluation has become a key metric by which administrators evaluate the teaching quality of the faculty they oversee [[1], [2], [3], [4]]. A higher rating on student satisfaction is positively correlated with the students’ grades in those courses [[5], [6], [7], [8], [9], [10], [11], [12], [13]]. The data were collected from various sources: National Student Survey (NSS), the Higher Education Academy (HEA), and the Russell Group (UK).…”

Section: Methods Detailsmentioning

confidence: 99%

Does teaching qualification matter in higher education in the UK? An analysis of National Student Survey data

et al. 2019

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Section: Methods Detailsmentioning

confidence: 99%

Does teaching qualification matter in higher education in the UK? An analysis of National Student Survey data

et al. 2019

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“…Early attempts to implement SERVQUAL in education dealt mainly with the identification of relevant components of service and adaptation of the SERVQUAL model to the higher education context (McElwee and Redman, 1993). Contemporary utilizations of SERVQUAL methods in education have expanded to national, international and cross-cultural contexts, including India (Chatterjee et al, 2009), Spain (Gallifa and Batalle, 2010), Germany (Gruber et al, 2010), Australia (Rodrigues et al, 2011;Sultan and Wong, 2012) and Pakistan (Ilyas et al, 2013).…”

Section: Literature Reviewmentioning

confidence: 99%

SERVQUAL application and adaptation for educational service quality assessments in Russian higher education

Galeeva¹

2016

QAE

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Purpose The purpose of this study is to demonstrate an adaptation of the SERVQUAL survey method for measuring the quality of higher educational services in a Russian university context. We use a new analysis and a graphical technique for presentation of results. Design/methodology/approach The methodology of this research follows the classic SERVQUAL method in terms of data acquisition but provides a new approach for data analysis and presentation of findings. The technique is intended to improve upon the original method by including an importance-quality analysis grid and extending it with an innovative graphical tool for presenting results to decision-makers that is based on area-based ratios rather than difference scores. Findings The report includes survey results of two waves of research conducted in 2009 and 2014. Each wave consisted of 1,000 respondents from 20 branches of study and 11 higher education institutions, respectively. Research limitations/implications It is argued that the SERVQUAL method can be improved significantly with the proposed technique. However, the validity and reliability of the importance, expectation and perception summary scores need to be further investigated. Also, alternative methods for quality assessment (SERVPERF/HEdPERF) should be tested and compared with the modified SERVQUAL method in Russian and other international education contexts. Practical implications Educational service quality assessments allow the management to acquire an image of the overall quality of an institution, as well as its strengths and weaknesses, thereby improving its strategic positioning to make improvements. It is hoped that the proposed improvement to the SERVQUAL technique will increase adoption of the method among academic institutions. Originality/value The improved SERVQUAL methodology demonstrated in this research replaces the widely criticised “difference scores” with an easily applied graphical display. The methodology also incorporates an importance-quality analysis providing a new perspective on the SERVQUAL data. The current findings provide valuable insights into the perceived quality of the Republic of Tatarstan’s higher education system in Russia, as given by its student customers.

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“…Although labelled as generic, these two scales and other versions of them have been used in several different service industries. As such, they have been used in public services (Agus, Barker, & Kandampully, 2007;Chatterjee, Ghosh, & Bandyopadhyay, 2010;RamseookMunhurrun, Lukea-Bhiwajee, & Naidoo, 2010;Rhee & Rha, 2009;Rita & Ganesan, 2010;Silvestro, 2005;Yusoff, Ismail, & Newell, 2004). In addition, they also have been used in other service industries, such as higher education (Yildiz & Kara, 2009), banking (Al-Hawari, Ward, & Newby, 2009Nadiri, Kandampully, & Hussain, 2010;Saunders, 2008), IT-services (Kang & Bradley, 2002;Roses, Hoppen, & Henrique, 2009), hospitality, and tourism (Chen & Chen, 2010;Singh & Dutta, 2010;Yilmaz, 2010).…”

Section: Introductionmentioning

confidence: 96%

An assessment of performance-related practices in service operational settings: measures and utilization patterns

Gomes

Yasin

2013

The Service Industries Journal

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The objective of this study is to examine the current practices related to performance measurement in service operational settings. Several statistical procedures are utilized to analyse the data collected from Portuguese service organizations. These procedures include multiple regression analysis, cluster analysis, and gap analysis. Overall, the results of this study indicate that service organizations are beginning to view performance from a broad, organizational perspective. However, they are still, to a certain extent, emphasizing financial measures of performance. This study provides managers of service organizations with valuable insights into the organizational role of performance measures and measurement. This line of research is consistent with the significant growth of the service sector in recent years. IntroductionService organizations are unique operational open systems. These operational systems, dynamically, interact with their environments in order to satisfy the needs and wants of the increasingly sophisticated customers. In this context, measuring, tracking, and improving the performance of these systems require a systematic approach which takes into account the different aspects of performance. The effective management of the different dimensions of service performance is critical towards achieving and sustaining a competitive advantage in an increasingly competitive market place. However, due to the difficulties associated with the measurement of certain aspects of performance, some service organizations tend to emphasize certain performance dimensions at the expense of others. Such approach to service performance may compromise the effort to improve the overall organizational performance. This, in turn, may lead to difficulties in achieving a competitive advantage in the market place.Despite the difficulties associated with measuring certain aspects of service performance, managers of service organizations are becoming increasingly aware of the need to capture, monitor, and improve their organizational performance in order to create or sustain a competitive strategic advantage (Forslund, 2007;Tiernan, Rhoades, & Waguespack, 2008;Urban, 2009). However, due to their intense interaction with customers, the main concerns of the managers of organizations in service industries have been focused on measuring customer satisfaction and service quality (Chen, 2009;Deng, 2008).Although customer satisfaction and service quality are considered critical aspects of performance, other aspects of service performance, such as aspects related to efficiency of operations, competitive environment, and human resources utilization, among others, should not be overlooked. While studies dealing with these performance-related concerns in manufacturing operational settings have been forthcoming ), this has not been the case in most service operational settings (Jusoh & Parnell, 2008).A literature review which examined articles related to service performance measurement and measures utilized, between 1981 and 2008, call...

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Assessing students' rating in higher education: A SERVQUAL approach

Cited by 38 publications

References 30 publications

Does teaching qualification matter in higher education in the UK? An analysis of National Student Survey data

Does teaching qualification matter in higher education in the UK? An analysis of National Student Survey data

SERVQUAL application and adaptation for educational service quality assessments in Russian higher education

An assessment of performance-related practices in service operational settings: measures and utilization patterns

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