An enhanced Servqual approach to measure service quality in higher education

Keszey, Tamara and Kenesei, Zsófia (2014) An enhanced Servqual approach to measure service quality in higher education. In: Paradigm Shifts & Interactions. EMAC 2014 - European Marketing Academy - 43rd Annual Conference Proceedings. European Marketing Academy, Valencia, Spain, pp. 148-155. . ISBN 978-84-370-9453-3

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Abstract

This paper explores the factors of service quality in higher education and how they contribute to the overall satisfaction and behavioral intentions of students. Our research has three facets. The first is a conceptual issue: using different instrument for the measurement of academic and administrative quality as opposed to an overall assessment of quality. The second is a measurement issue: measuring directly disconfirmation instead of separately measuring perception and expectation. The third issue concerns the concept of minimum service quality level versus an ideal one (zone of tolerance), and their inferences with the disconfirmation concept.

Item Type:

Book Section

Uncontrolled Keywords:

service quality, SERVQUAL, higher education, zone of tolerance

Divisions:

Faculty of Business Administration > Institute of Marketing and Media > Department of Marketing

Subjects:

Marketing
Education

Funders:

János Bolyai Research Program by the Hungarian Academy of Sciences

ID Code:

1787