Investigating Service Quality Issues in Higher Educational Context

Abstract

Recently, quality issues have been widely addressed in the higher education sector as a result of which the identification and the role of stakeholders have come to the forefront. When evaluating service quality in higher education, three distinct levels of operation could be taken into account, namely, institutional level, program or faculty level and course level, on which the relevant stakeholders perceive service quality by focusing on different attributes. Besides students considered as primary stakeholders, the academic staff is paid considerable attention as they have a direct influence on how students perceive educational service quality. The establishment of a course level service quality framework of a special course is presented in this paper by demonstrating not only the students’ but also the supervisors’ aspects through a student questionnaire, focus group discussions and personal interviews. These approaches resulted in a new, more sophisticated understanding of service quality on course level.

Effect of Workplace Spirituality and Servant Leadership on Service Quality in Higher Education: A Mediation Model of Job Satisfaction

“…Therefore, servant leadership does not directly impact the quality of service. The data indicates that servant leadership does not substantially impact service quality, as the nature of services in higher education differs from those in other industries (Surman & Tóth, 2019). This aligns with the previous research (Ferdinandito & Haryani, n.d.;Qiu et al, 2018;Ye et al, 2019;Yuan et al, 2020).…”

Defining Service Quality Attributes at Different Levels of Operation in Higher Education Institutions: How Could the Service Quality Perceptions of Students Contribute to a Better Understanding of Improvement Directions?

“…The next step of the survey development process included the application of consecutive qualitative and quantitative research methods during which students were actively involved (for further details see Surman and Tóth, 2019;Surman and Tóth, 2021). Based upon the results, a pilot survey was developed to collect student ideas to explore how they perceived the primary quality attributes at the macro institution and at the lower operational level where the latter reflects more the programme level view of institutional operation.…”

Role of Erp and Total Quality Management in Education

“…The message is clear that business is improved by the satisfied customers and it is ruined by the dissatisfied customers as expressed by Anderson and Zemke [15]. Lee and Hwan remark customer satisfaction is highly related to service quality and it is an important aspect for service organizations [16]. The observation of Wani and Mehraj is very much profound; according to them, TQM is a management philosophy which creates a customer-driven learning organization, devoted to total customer satisfaction through continuous improvement in the effectiveness and efficiency of the organization and its processes [17].…”