Measuring Service Quality in The Context of Higher Education in Vietnam

Abstract

This paper focuses on the understanding of service quality in the context of Vietnamese universities. It proposes an approach for measuring the quality of the higher education service provided by universities in Vietnam. Firstly, an exploratory study was conducted. Then, the set of items which were generated became the subject of a questionnaire that was then administered to 675 students of a Vietnamese university to determine the dimensions of higher education service quality in this context. The obtained results permit us to appropriate a measurement scale which is slightly different from the SERVQUAL scale widely known as the standard for measuring service quality. The results also show that tangible elements, responsiveness and assurance seem to be three specific dimensions of the higher education service of Vietnamese universities.

Validation of a Research Instrument to Measure Generation Y Parents’ Perception of Service Quality and Effect on Satisfaction and Word of Mouth in International Schools

“…Parasuraman [10] and colleagues proposed the SERVQUAL model for measuring service quality that consisted of 5 dimensions: tangibles, reliability, responsiveness, assurance, and empathy. is model has been used widely by many researchers [11][12][13][14][15] and specifically to measure service quality in higher education [2,[16][17][18]. Gronroos [9] developed a service quality model specifying the technical and functional aspects of service quality [9,19].…”

“…Research into service quality has been used in many industries but its use in education has been limited to higher education [16,20] and the researcher was unable to find any studies where it was used in K-12 contexts. Unfortunately, the use in HE is not suitable for K-12 contexts.…”

Ozonation process and water disinfection

“…Water samples are stagnant water taken from a small stagnant lake. [10] In order to keep the initial state of water, all water samples were not filtered before ozonation. Initial water shows high density of total coliform and E. coli (table 2).…”