Assessment of quality of education a non-governmental university via SERVQUAL model

Abari, Ahmad Ali Foroughi; Yarmohammadian, Mohammad Hossein; Esteki, M. Zamani

doi:10.1016/j.sbspro.2011.04.097

Cited by 47 publications

(25 citation statements)

References 20 publications

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“…This model has five dimensions and twenty-two questions as shown in Table 1, which can be adapted or supplemented to fit the characteristics or specific needs of a particular organization. SERVQUAL model has been widely applied in a wide variety of areas such as e-learning experience, tourism destinations, technical and vocational colleges, universities, coach companies, high speed rails, and banking industries (Wu et al 2008;Lu and Wu 2010;Chand 2010;Ravichandran et al 2010;Abaria et al 2011;Udo et al 2011;Akhlaghi et al 2012). In addition, some studies in recent years use SERVQUAL model to evaluate service quality in hospitals or healthcare organizations.…”

mentioning

confidence: 99%

Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

et al. 2015

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Telehealth services provide a means of monitoring a patient's vital signs through the use of equipment or mobile devices and have the potential to extend clinical outreach to more patients regardless of geographical locations. However, patient acceptance is essentially important for the success of telehealth implementations. Thus, it is of interest to evaluate patients' attitudes and perceptions toward the use of telehealth services. This study combines service quality model and importance-performance analysis to evaluate telehealth services provided by a case hospital. The results show that six items belong to major weaknesses, which should be addressed immediately in order to reduce patients' complaints. In contrast to major weaknesses, there are seven items classified as major strengths, which should be maintained to provide telehealth service excellence in order to establish better and longer relationships with patients in the long-term perspectives.

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confidence: 99%

Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

et al. 2015

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“…It is used to measure the quality of service, satisfaction level of customers and identify service gap, if any. This method along with SERVQUAL model (Gronroos, 1982;Lewis et al, 1983;Parasuraman et al, 1985) has been successfully used to measure customer satisfaction in service sectors like banks [8], hospitals [9], education [10], e-service [11], ports [12] etc. All these sectors provide basic services like visually appealing facilities consistent with the industry, up to date equipment and well-dressed employees (tangibles), responding within time frame to customers, dependability and efficient service delivery (reliability), polite and trustworthy employees and safe transactions (assurance), prompt service from employees and readiness and willingness of employees to help (responsiveness) and providing individualized attention and understanding customer needs (empathy) [ 13].…”

Section: Service Quality Dimensions and Service Gapmentioning

confidence: 99%

Perceptions on service quality: A study of old age homes in Kerala and Tamil Nadu

Devika

Hemamala

2018

MATEC Web of Conferences

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-The proportion of old age citizens (above 60 years) in India constitutes 8.6% of the total population (60 million). 1% of this population currently resides in old age homes across India due to various reasons. The present living conditions of elderly in old age homes are not commendable. It has been found from research that the setting of old age homes and the employees influence the welfare of the residents and their health care. Despite various services provided, researchers have concluded that service gaps exist among staff and residents of old age homes. In the present scenario, it is the need of the hour to understand the living standards of the older generation in old age homes, to study the various services offered by them and how the residents spend their lives there in order to better their conditions of living. The purpose of this paper is (i) to draw insights from an in-depth analysis of old age homes and (ii) to study the perceptions in service quality of old age homes; by studying old age homes in the Indian states of Kerala and Tamil Nadu. Data for the study was collected through a face to face interview with its residents. Analysis of the collected data shows that "responsiveness" and "empathy" are the dimensions that are to be improved in both the states to increase overall satisfaction levels and meet the expectations of residents. The quality of the attributes, "Cleaning services for rooms", "freedom to plan own time" and "respect for residents" privacy" shall be improved by old age homes in order to improve the perception of service quality by residents.

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“…This in turn leads to the promotion of the university and higher service quality. Assessment of quality of education in a nongovernment university via SERVQUAL model (Abari et al, 2011) Education 2011…”

Section: Ecommerce 2010mentioning

confidence: 99%

Performance evaluation of services quality in higher education institutions using modified SERVQUAL approach with grey analytic hierarchy process (G-AHP) and multilevel grey evaluation

Zareinejad¹,

Kaviani²,

Esfahani³

et al. 2014

10.5267/j.dsl

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In today's climate of fierce competition, there is a necessity to pay especial attention on customer demands either in manufacturing or service sector. Managers in service sector are under pressure in terms of environmental factors, they focus on customers' satisfaction and this has led to the continuous improvement in the performance of service organizations. Meanwhile, customers' expectations should be properly understood and measured. There have been various efforts to measure the quality of services using the SERVQUAL model. In this study, we try to investigate the concepts and factors influencing the quality of services according to modified SERVQUAL model and then utilize the proposed model of Grey Analytic Hierarchy Process (G-AHP) and Multilevel Grey Evaluation in order to evaluate the quality of services in the framework of Grey Systems Theory (GST). In order to propose our method, we will conduct a case study of the performance of service quality in higher education institutions of Isfahan-Iran.

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Assessment of quality of education a non-governmental university via SERVQUAL model

Cited by 47 publications

References 20 publications

Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

Perceptions on service quality: A study of old age homes in Kerala and Tamil Nadu

Performance evaluation of services quality in higher education institutions using modified SERVQUAL approach with grey analytic hierarchy process (G-AHP) and multilevel grey evaluation

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