A Quest for Service Quality in Higher Education: Empirical Evidence from Sri Lanka

R.A.C. Ushantha · P. A. P. Samantha Kumara

35 citations0/0 files storedServices Marketing Quarterly

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Customer Service Quality and Loyalty Evaluation of Teaching Practices Educational Outcomes and Influences

Abstract

This study endeavors to address the service quality of a higher education institute in Sri Lanka from the students’ perspective. Data were collected through a structured questionnaire from 250 randomly selected full-time students. The HEdPERF scale was adapted to measure the service quality perceptions of higher education. Cronbach's alpha values were used to examine the internal consistency of the HEdPERF dimensions. Multiple regression analysis was conducted to examine how service dimensions contribute to the service quality perception. It was found that only access and nonacademic dimensions have significant contributions to the service quality perceptions in higher education context.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Measuring Service Quality: A Reexamination and Extension 1984A Service Quality Model and its Marketing Implications 1995The determinants of service quality: satisfiers and dissatisfiers 2005Service quality models: a review 2005The development of HEdPERF: a new measuring instrument of service quality for the higher education sector 2008Transforming Higher Education in Whose Image? Exploring the Concept of the ‘World-Class’ University in Europe and Asia 2004Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education

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