Examination of the dimensions of quality in higher education

Stefan Olof Lagrosen · Roxana Seyyed‐Hashemi

308 citations0/0 files storedQuality Assurance in Education

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Customer Service Quality and Loyalty Higher Education Governance and Development Evaluation of Teaching Practices

Abstract

Abstract In recent years, numerous studies in the field of service quality have been carried out. However, relatively few studies have addressed the specific context of higher education. The purpose of this study has been to examine what dimensions constitute quality in higher education and to compare these with the dimensions of quality that have been developed in general service quality research. The focus has been on academic business studies and a student perspective was chosen. First, 29 in‐depth interviews were carried out. Based on the interviews, a questionnaire was constructed and responses were obtained from 448 Austrian and Swedish students. Using factor analysis, quality dimensions were defined. These dimensions are compared with the earlier research in the area of higher education and with the general research into service quality.

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1985A Conceptual Model of Service Quality and Its Implications for Future Research 2003Learning to Teach in Higher Education 1981Qualitative Evaluation Methods 1990Delivering quality service: balancing customer perceptions and expectations 2000Service Management and Marketing: A Customer Relationship Management Approach 1993Qualitative Methods in Management Research.1992Learning to Teach in Higher Education 1992Marketing Services: Competing Through Quality

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