Service quality in higher education institutions: qualitative evidence from the students’ perspectives using Maslow hierarchy of needs

Jawad Abbas

98 citations0/0 files storedInternational Journal of Quality and Service Sciences

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Customer Service Quality and Loyalty Higher Education Governance and Development Educational Outcomes and Influences

Abstract

Purpose Higher education institutions (HEIs) are responsible for training and transforming the students into valuable resources. Although students are believed to be the principal stakeholders in HEIs, limited research studies are available on service quality (SQ) in HEIs from students’ perspectives. This study aims to bridge this gap by investigating the factors, which constitute SQ in HEIs, specifically from students’ perspective, as existing literature on this topic is either from management and general perspective or is time dated. Design/methodology/approach The current study contributes by reviewing qualitative responses received through interviews and focus groups session with 43 students from 3 Turkey-based private HEIs. Data was collected from 43 students through 26 individual interviews and 3 focus group sessions and was analyzed through deductive reasoning using narrative and framework analysis with open coding. Findings The analysis of data indicated six main themes, specifically: teaching quality, facilities, support staff quality, employability links, safety and security and extra-curricular activities as indicators of SQ from students’ perspective. The findings of the study strongly comply with Maslow’s hierarchy of needs and take steps by identifying employability and safety and security as new emerging indicators of the existing literature of SQ in HEIs. Originality/value The existing literature lacks to provide qualitative data on SQ in HEIs from students’ perspectives in Asian countries, particularly, in Turkey, the place of current research. The findings of the present research provide valuable insights to HEIs’ management to understand students’ perceptions of SQ, their expectations and experiences.

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References

1943A theory of human motivation.1992Measuring Service Quality: A Reexamination and Extension 2019Impact of knowledge management practices on green innovation and corporate sustainable development: A structural analysis 2005The development of HEdPERF: a new measuring instrument of service quality for the higher education sector 2019Impact of total quality management on corporate green performance through the mediating role of corporate social responsibility 2016Does higher education service quality effect student satisfaction, image and loyalty?2009Comparing alternative instruments to measure service quality in higher education 2009Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions

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