Exportar Publicação

Ana Rolo, Alves, R. , Saraiva, M. & Leandr, G. (2023). The SERVQUAL instrument to measure service quality in higher education – A case study. In J. Horák, A. Rolo and E. Dolejšová  (Ed.), SHS Web of Conferences. Innovative Economic Symposium 2022 – Opportunities in Post-Covid Era (IES2022).: EDP Sciences.

A. Rolo et al.,  "The SERVQUAL instrument to measure service quality in higher education – A case study", in SHS Web of Conf.s. Innovative Economic Symp. 2022 – Opportunities in Post-Covid Era (IES2022), J. Horák, A. Rolo and E. Dolejšová , Ed., EDP Sciences, 2023

@incollection{rolo2023_1770122745047,
	author = "Ana Rolo and Alves, R.  and Saraiva, M. and Leandr, G.",
	title = "The SERVQUAL instrument to measure service quality in higher education – A case study",
	chapter = "",
	booktitle = "SHS Web of Conferences. Innovative Economic Symposium 2022 – Opportunities in Post-Covid Era (IES2022)",
	year = "2023",
	volume = "",
	series = "",
	edition = "",
	publisher = "EDP Sciences",
	address = "",
	url = "https://www.shs-conferences.org/articles/shsconf/abs/2023/09/shsconf_ies2022_01011/shsconf_ies2022_01011.html"
}

TY  - CHAP
TI  - The SERVQUAL instrument to measure service quality in higher education – A case study
T2  - SHS Web of Conferences. Innovative Economic Symposium 2022 – Opportunities in Post-Covid Era (IES2022)
AU  - Ana Rolo
AU  - Alves, R. 
AU  - Saraiva, M.
AU  - Leandr, G.
PY  - 2023
DO  - 10.1051/shsconf/202316001011
UR  - https://www.shs-conferences.org/articles/shsconf/abs/2023/09/shsconf_ies2022_01011/shsconf_ies2022_01011.html
AB  - Students and employers, are the "clients" of Higher Education
Institutions (HEI), so it is important to obtain their feedback on the quality of
HEI and the courses they attend. This article aims to listen to students' opinion
as "clients" of higher education, based on their expectations and perceptions,
to measure the quality of the service of HEI. The results from empirical
research were presented on the measurement of expectations and perceptions
to assess the quality of services provided by a HEI perceived by students, based
on observations obtained through survey. Quantitative methodology and data
analysis techniques were applied. The SERVQUAL questionnaire was filled
by 271 students who attended the 1st, 2nd and 3rd year of the five undergraduate
courses taught by the institution, in the academic year 2021/2022. The values
obtained for the expectations were very high which translated into negative
deviations (Gaps). Thus, we can conclude that ESCE students are very
demanding, have high expectations or are very demanding when they classify
perceptions by assigning them low values.
ER  -