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Publication Detailed Description
The SERVQUAL instrument to measure service quality in higher education – A case study
Book Title
SHS Web of Conferences. Innovative Economic Symposium 2022 – Opportunities in Post-Covid Era (IES2022)
Year (definitive publication)
2023
Language
English
Country
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More Information
Web of Science®
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Abstract
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.
Acknowledgements
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Keywords
Higher Education,Service Quality,SERVQUAL
Fields of Science and Technology Classification
- Economics and Business - Social Sciences
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