Measuring Service Quality in Higher Education Industry
Lahore School of Economics
November 9, 2009
The review paper caters to the important practices considered for maintaining quality in Higher Education Industry. It reviewed the chronological development of eight Service Quality measurement models i.e. Service Quality (SERVQUAL), Service Performance (SERVPERF), Evaluated Performance (EP), Normed Quality (NQ), Higher Education Total Quality Management Excellence (HETQMEX), Higher Education Performance (HEdPERF), Service Driven Market Orientation (SERVMO) and Service Quality and Information System Success (SERVCESS). The paper discussed the development of these models as well as changes in their positioning with time. The concepts, methodologies, findings and even implications have been mentioned with respect to the available literature. The most frequently used measurement model (SERVQUAL, SERVPERF, HEdPERF & SERVCESS) by the researchers have been compared to find out the best source for measuring Service Quality. Later on these measurement models have been viewed with respect to the Higher Education Industry, since out of eight measurement models four of them are especially developed to measure quality in Higher Education Industry. The researchers have done extensive work on the importance of service quality management; however there is still a gap in the education industry relating to the measurement of quality parameters.
Number of Pages in PDF File: 29
Keywords: Service Quality, Expectation, Perceptions, Performance, Total Quality Management, Service driven Market Orientation, Higher Education Industryworking papers series
Date posted: November 14, 2009
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