Evaluating service quality in universities: a service department perspective

Gareth Smith

123 citations0/0 files storedQuality Assurance in Education

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Customer Service Quality and Loyalty Management Systems and Quality Improvement Service and Product Innovation

Abstract

Purpose – The purpose of the study is to report on an in‐depth exploration of service quality in an Information Technology service department in a Higher Education Institute (HEI) and to evaluate the instrument used.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1977Marketing Research: Methodological Foundations 1991Refinement and reassessment of the SERVQUAL scale.1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1992An empirical assessment of the SERVQUAL scale 1996SERVQUAL: review, critique, research agenda 1991Understanding Customer Expectations of Service

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2017Exploring the role of website quality and hedonism in the formation of e-satisfaction and e-loyalty 2013Managing and improving service quality in higher education 2018Dimensions of service quality in higher education – critical review (students’ perspective)2017Outcome-Based Performance Management in the Public Sector 2010Testing the Superiority and Dimensionality of SERVQLAL vs. SERVPERF in Higher Education

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