Evaluating Educational Service Quality in Technical and Vocational Colleges using SERVQUAL Model

Akhlaghi, Ehsan; Amini, Shahnaz; Akhlaghi, Hossein

doi:10.1016/j.sbspro.2012.06.424

Cited by 48 publications

(43 citation statements)

References 5 publications

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“…This model has five dimensions and twenty-two questions as shown in Table 1, which can be adapted or supplemented to fit the characteristics or specific needs of a particular organization. SERVQUAL model has been widely applied in a wide variety of areas such as e-learning experience, tourism destinations, technical and vocational colleges, universities, coach companies, high speed rails, and banking industries (Wu et al 2008;Lu and Wu 2010;Chand 2010;Ravichandran et al 2010;Abaria et al 2011;Udo et al 2011;Akhlaghi et al 2012). In addition, some studies in recent years use SERVQUAL model to evaluate service quality in hospitals or healthcare organizations.…”

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confidence: 99%

Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

et al. 2015

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Telehealth services provide a means of monitoring a patient's vital signs through the use of equipment or mobile devices and have the potential to extend clinical outreach to more patients regardless of geographical locations. However, patient acceptance is essentially important for the success of telehealth implementations. Thus, it is of interest to evaluate patients' attitudes and perceptions toward the use of telehealth services. This study combines service quality model and importance-performance analysis to evaluate telehealth services provided by a case hospital. The results show that six items belong to major weaknesses, which should be addressed immediately in order to reduce patients' complaints. In contrast to major weaknesses, there are seven items classified as major strengths, which should be maintained to provide telehealth service excellence in order to establish better and longer relationships with patients in the long-term perspectives.

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confidence: 99%

Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

et al. 2015

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“…Calculation result of quality assessment by users is shown in table 3 and 4. 3. It shows that expectation score is higher than perception score.…”

Section: Level Three : Teachers/ustadz Staffs and Studentsmentioning

confidence: 93%

“…Customers' satisfication on merit service quality can be measured by using SERVQUAL (Service Quality) model. This model measures service quality using five different dimensions which can be admitted as indicators making quality service received by customers [3].…”

Section: Introductionmentioning

confidence: 99%

Total Quality Management of Information System for Quality Assessment of Pesantren Using Fuzzy-SERVQUAL

2018

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This research proposed a model combining an approach of Total Quality Management (TQM) and Fuzzy method of Service Quality (SERVQUAL) to asses service quality. TQM implementation was as quality management orienting on customer’s satisfaction by involving all stakeholders. SERVQUAL model was used to measure quality service based on five dimensions such as tangible, reliability, responsiveness, assurance, and empathy. Fuzzy set theory was to accommodate subjectivity and ambiguity of quality assessment. Input data consisted of indicator data and quality assessment aspect. Input data was, then, processed to be service quality assessment questionnaires of Pesantren by using Fuzzy method to get service quality score. This process consisted of some steps as follows : inputting dimension and questionnaire data to data base system, filling questionnaire through system, then, system calculated fuzzification, defuzzification, gap of quality expected and received by service receivers, and calculating each dimension rating showing quality refinement priority. Rating of each quality dimension was, then, displayed at dashboard system to enable users to see information. From system having been built, it could be known that tangible dimension had the highest gap, -0.399, thus it needs to be prioritized and gets evaluation and refinement action soon.

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“…With little modifications in SERVQUAL due to contextual differences, it has been found valid in various services sectors. For example, educational institutes (Akhlaghi, Amini, & Akhlaghi, 2012), insurance companies (Tsoukatos & Rand, 2007), Travel agencies (Bigne´, Martı´nez, Miquel, & Andreu, 2003), Banks (Karatepe, Yavas, & Babakus, 2005), Islamic banks (Ali & Raza, 2017), hospitality industry (Akbaba, 2006), telecom (Johnson & Sirikit, 2002) etc. Although SERVQUAL is a recognized model and is highly applicable in services sector, it has been subject to criticism.…”

Section: Literature Reviewmentioning

confidence: 99%

Revision and Validation of Retail Service Quality Scale in Branchless Banking

Ali

Azam

Hunjra

2017

BER

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Evaluating Educational Service Quality in Technical and Vocational Colleges using SERVQUAL Model

Cited by 48 publications

References 5 publications

Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

Total Quality Management of Information System for Quality Assessment of Pesantren Using Fuzzy-SERVQUAL

Revision and Validation of Retail Service Quality Scale in Branchless Banking

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