A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE

Shetty, Khyati; Vardhan, Julie

doi:10.1177/2158244016676294

Cited by 35 publications

(32 citation statements)

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“…The higher education industry has not been exempted from either high competition and student's demand for excellent service quality [2,3]. Currently students have a wide range of universities services to pick from and better service quality indeed influences a university competitive advantage as well [1,4,5].…”

Section: Introductionmentioning

confidence: 99%

“…Service quality is considered an important factor for higher education institutions. However, most of the research studies were focused on the Malaysia [6,7], India [1,8], UAE [5,9] UK, [3,10], and Africa [2,11], and very few studies has been undertaken to measure service quality of universities in Pakistan. Therefore, it is very important for organizations to possess knowledge about the student's' behaviour and satisfaction in order to deliver better service quality to its student's.…”

Section: Introductionmentioning

confidence: 99%

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Service Quality the Road Ahead for Student's Satisfaction

Muhammad¹,

Kakakhel²,

Baloch³

et al. 2018

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The basic purpose of the current study was to investigate the relationship between service quality and student's satisfaction using HEdPERF model. The present study selected 384 respondents from 28 universities of Khyber Pakhunkhwa (Pakistan) using proportionate stratified random sampling method. The data was analysed with the help of SPSS and AMOS to measure service quality and student's satisfaction in higher education industry. The Factor Analysis and Parallel Analysis were also applied for purification of the data. The Structural Equation Modelling was used for the acceptance and rejection of hypotheses. The model fit indices GFI, CFI, RMSEA and SRMR were also applied. Findings of the study reveal that among five dimensions of service quality academic aspects ranked as the most important dimension of service quality.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Service Quality the Road Ahead for Student's Satisfaction

Muhammad¹,

Kakakhel²,

Baloch³

et al. 2018

Review Pub Administration Manag

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“…These may be applicable to different categories of services (Mauri et al, 2013). Based on the bibliography (Datta & Vardhan, 2017;Đonlagić & Fazlić, 2015;Green, 2014). We have adapted these five dimensions to services offered by a Moroccan engineering school.…”

Section: Methodsmentioning

confidence: 99%

“…In addition, a study in the United Arab Emirates (UAE) with 300 students, examined the five dimensions of the SERVQUAL model at seven different campus universities in the UAE (Datta & Vardhan, 2017). The main results revealed that services with higher quality difference fall under assurance.…”

Section: Service Quality In An Engineering Schoolmentioning

confidence: 99%

Application of the SERVQUAL Model for the Evaluation of the Service Quality in Moroccan Higher Education: Public Engineering School as a Case Study

Goumairi

Aoula

Souda

2020

IJHE

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The quality of higher education systems currently represents a major challenge for the development of societies. In Morocco, engineering education is at the heart of this development, it is a major and necessary lever which, due to an increasingly demanding job market, faces several challenges. According to Moroccan Directorate for Strategies and Information Systems (2018) these challenges are classified into two categories: quantitative (low rate of Moroccan engineers compared to global figures; 1.57 graduates in engineering per 10,000 inhabitants in 2016) and qualitative (adaptation of the academic curriculum to the needs of the job market). However, little work has been done on the introduction of service assessment tools in higher education in Morocco (Akrim, Figari, Mottier-Lopez, & Talbi, 2010).In our article, we are interested in the SERVQUAL method (SERVice QUALity-Quality of Service). This approach, initially designed to measure customer satisfaction in a company, allows, when applied to higher education, to measure student satisfaction at the university. Based on a bibliographic research, we have identified the five dimensions of the model that impact the quality of service.Through the application of this model to a sample of students from a public engineering school, we have been able to determine that tangible elements and physical installations have the biggest impact on service quality with a negative quality gap (-2.0275). As a result, more efforts are needed in these dimensions to improve service quality.In conclusion, the SERVQUAL model, applied to the educational system and more precisely higher education, allows to quantify the non-quality by measuring the gap between the perception of the students and their expectations for a good service. It has the advantage of helping decision-makers take corrective actions needed to improve the service quality provided by universities as a part of a process of continuous improvement to achieve higher degree of excellence.

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“…TNHE programs are accredited by the Ministry of Higher Education's Center for Academic Accreditation. Many of the institutions operate in the free zones of the country such as the Dubai International Academic City and the Knowledge Village in Dubai (Datta & Vardhan, 2017).…”

Section: Tnhe In the United Arab Emiratesmentioning

confidence: 99%

Transnational Higher Education and International Branch Campuses in the Gulf Cooperation Council Countries: The Case of the United Arab Emirates

Bridi

2020

6th International Conference on Higher Education Advances (HEAd'20)

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The aim of the paper is to examine the emergence of transnational higher education (TNHE) and international branch campuses (IBCs) in the Gulf Cooperation Council (GCC) countries and the United Arab Emirates (UAE). The findings demonstrate that the emergence of TNHE and IBCs has been the result of interrelated political, economic, social, and academic factors. First, the formation of the GCC was a key moment during which member states sought to stimulate scientific progress through the development of higher education as part of a strategy to meet labor demands and economic development. Second, the commodification of education and the drive to increasing profits in educational institutions combined with decreases in government funding to Western universities during the neo-liberal era of capitalism have been an impetus for Western universities to seek ‘new markets’ beyond their borders. Third, the liberating of regional trade policies in services, including education, combined with the internationalization of education has enabled the cross-border movement of students, educators, and institutions. Fourth, the UAE’s unique demographic group mix, which consists of a majority of international expatriates, combined with significant government funding in the education sector and international partnerships has resulted in the rapid expansion of TNHE and IBCs.

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A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE

Cited by 35 publications

References 35 publications

Service Quality the Road Ahead for Student's Satisfaction

Service Quality the Road Ahead for Student's Satisfaction

Application of the SERVQUAL Model for the Evaluation of the Service Quality in Moroccan Higher Education: Public Engineering School as a Case Study

Transnational Higher Education and International Branch Campuses in the Gulf Cooperation Council Countries: The Case of the United Arab Emirates

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