Assessing students' rating in higher education: A SERVQUAL approach

Aditya Chatterjee · Souvik Kumar Bandyopadhyay

44 citations0/0 files storedTotal Quality Management & Business Excellence

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Evaluation of Teaching Practices Customer Service Quality and Loyalty Higher Education Practises and Engagement

Abstract

The paper addresses two common questions relating to the use of students' feedback reports as valid measures of teaching effectiveness and improvement of teaching quality. A SERVQUAL-type approach to prioritise quality parameters has also been adopted. The role of statistics and quality professionals has been elaborated. Scope for further research about rating instruments and other forms of students' input has been recommended.

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1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1993The Nature and Determinants of Customer Expectations of Service 1980The totalitarian ego: Fabrication and revision of personal history.1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria 1987Students' evaluations of University teaching: Research findings, methodological issues, and directions for future research 1997Making students' evaluations of teaching effectiveness effective: The critical issues of validity, bias, and utility.

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