Conceptualizing service quality in higher education

Abstract

Purpose -In a pursuit of excellence, it is increasingly important to identify customer values and demands. Service quality has been identified as one such demand. The purpose of this paper is to develop the model for service quality in higher education. Design/methodology/approach -The proposed model is based on a current conceptualization of service quality, which suggests that service quality is a multidimensional and hierarchical construct. Findings -In the proposed model, service quality consists of two primary dimensions which are defined by several corresponding sub-dimensions: program quality: curriculum, industry interaction, input quality, academic facilities; and quality of life: non-academic processes, support facilities, campus and interaction quality. Originality/value -The paper has value for the institutes seeking to improve the quality of services they provide.

ANALISIS KEPUASAN PELAYANAN PERGURUAN TINGGI (Kasus pada Prodi Magister Pendidikan Ekonomi Unnes)

“…Ramseook-Munhurrun et al (2010) dan Silva and Fernandes (2012) mengemukakan bahwa studi tentang kualitas pelayanan di dunia pendidikan telah meningkat perhatiannya seiring dengan permintaan pasar atas pendidikan yang berkualitas. Jain et al (2011) mengemukakan bahwa institusi akademik membutuhkan inovasi berkelanjutan, diversitas struktur, dan menemukan cara baru untuk memberikan pelayanan kepada pelanggannya secara lebih efektif. Hal ini ditujukan untuk memperoleh keuntungan kompetitif dengan institusi akademik lainnya.…”

Grupos estratégicos de investigación en escuelas de negocios y su relación con el desempeño: el caso de Chile

“…Estas instituciones se encuentran sometidas a la presión de mejorar los niveles de calidad en las distintas actividades que realizan (Dill, 2007), y de innovar constantemente, diversificar sus estructuras y encontrar formas más efectivas de entregar los servicios a sus clientes (Jain et al, 2011). Lo anterior no es ajeno a Latinoamérica, ya que a partir de la década del 90 la educación superior en la región experimentó un crecimiento cuantitativo y algunos cambios en las políticas públicas del sector (García-Guadilla, 2007).…”

International Students’ Expectations and Perceptions of Service Quality: The Case of a Higher Education Institution in South Africa

“…In pursuit of excellence, it has become more important to identify customer values and demands. The one such demand that has been identified is service quality (Jain, Sinha and Sahney, 2011). Sharma and Kaur (2004) believe that the globalisation of higher education leaves no option for educational institutions, but to improve service quality.…”

“…According to Seymour (1992), higher education is being driven towards a commercially based competition brought about by economic forces. Associated with this, Jain, et al (2011) believe that this competition is a consequence of the growth of the global education market on the one hand, and the curtailment in state funding on the other, making it necessary for educational institutions to seek other sources of income. Stone (2005) suggests that given the highly competitive education market, students have become more discerning in their selection and more demanding of their institution of choice.…”