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Conceptualizing service quality in higher education

Conceptualizing service quality in higher education 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asian Journal on Quality Emerald Publishing

Conceptualizing service quality in higher education

Asian Journal on Quality , Volume 12 (3): 19 – Nov 29, 2011

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Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
1598-2688
DOI
10.1108/15982681111187128
Publisher site
See Article on Publisher Site

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.

Journal

Asian Journal on QualityEmerald Publishing

Published: Nov 29, 2011

Keywords: Customer services quality; Higher education; Hierarchical model

References