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Ana Rolo, Saraiva, M., Leandr, G., Nogueiro, Teresa & Alves, R. (2024). A Comparative Study of Service Quality in Portuguese and Angolan Higher Education Institutions. In João Reis, Tiago Pinho, Vítor Barbosa, Luís Barreto, Sandrina B. Moreira, Pedro Pardal, João Nabais, Carlos Mata, Ana Mendes (Ed.), Driving Quality Management and Sustainability in VUCA Environments - ICQIS 2023. Springer Proceedings in Business and Economics .: Springer.

A. Rolo et al.,  "A Comparative Study of Service Quality in Portuguese and Angolan Higher Education Institutions", in Driving Quality Management and Sustainability in VUCA Environments - ICQIS 2023. Springer Proc. in Business and Economics , João Reis, Tiago Pinho, Vítor Barbosa, Luís Barreto, Sandrina B. Moreira, Pedro Pardal, João Nabais, Carlos Mata, Ana Mendes, Ed., Springer, 2024

@incollection{rolo2024_1770116975089,
	author = "Ana Rolo and Saraiva, M. and Leandr, G. and Nogueiro, Teresa and Alves, R.",
	title = "A Comparative Study of Service Quality in Portuguese and Angolan Higher Education Institutions",
	chapter = "",
	booktitle = "Driving Quality Management and Sustainability in VUCA Environments - ICQIS 2023. Springer Proceedings in Business and Economics ",
	year = "2024",
	volume = "",
	series = "",
	edition = "",
	publisher = "Springer",
	address = "",
	url = "https://link.springer.com/chapter/10.1007/978-3-031-52723-4_16"
}

TY  - CHAP
TI  - A Comparative Study of Service Quality in Portuguese and Angolan Higher Education Institutions
T2  - Driving Quality Management and Sustainability in VUCA Environments - ICQIS 2023. Springer Proceedings in Business and Economics 
AU  - Ana Rolo
AU  - Saraiva, M.
AU  - Leandr, G.
AU  - Nogueiro, Teresa
AU  - Alves, R.
PY  - 2024
SN  - 2198-7246
DO  - 10.1007/978-3-031-52723-4_16
UR  - https://link.springer.com/chapter/10.1007/978-3-031-52723-4_16
AB  - Quality in education is a passionate topic, which is reflected in the
educational levels of a society. Many studies consider students as stakeholders,
however, families, employers and society, in general, can also be considered
stakeholders in this educational process. This article addresses the issue from an
international perspective, that results from a collaborative work carried out by
Portuguese and Angolan researchers. The aim is to study service quality in two
Higher Education Institutions (HEIs), one in Portugal and one in Angola. The
study was based on the HEISQUAL model, a modern approach to measuring the
quality of service in higher education institutions. This survey follows a convenience
sampling technique. It was possible to conclude that, for the institutions
under study, the HEI located in Angola presents lower values than those obtained
from the Portuguese HEI regarding the points attributed by the respondents for
the evaluation of the different items, for which a 5-point Likert scale was used.
Based on these results, the items that should be further worked on were identified
and good practices to be implemented were identified. In addition to the scientific
component, this work is based on a greater concern, namely the contribution of
this study to Sustainable Development Goal (SDG) 4 – Quality Education. It is
expected that the application of good practices will result in the improvement of
the quality of education perceived by the students.
ER  -