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Green, Paul – Journal of International Education Research, 2014
The goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing five dimensions of service quality (tangibles, responsiveness, empathy, assurance, and…
Descriptors: Foreign Countries, Educational Quality, Quality Assurance, Higher Education
Widaryanti; Daryanto, Arief; Fauzi, Anas Miftah – Journal of Education and e-Learning Research, 2016
Higher education institutions must have a strategy change management in the increasingly competitive business environment. A continous performance improvement should be made accordingly. This study was conducted with the case of MSP-IPB, to analyze the priority of academic services improvement which were oriented in student satisfaction. This…
Descriptors: Foreign Countries, Student Satisfaction, Undergraduate Students, Student Surveys
Lodesso, Solomon L.; van Niekerk, Eldridge J.; Jansen, Cecelia A.; Müller, Hélène – Journal of Student Affairs in Africa, 2018
The quality of services rendered to stakeholders at Higher Education Institutions (HEIs) is of critical importance to the esteem of these institutions. Perceptions of the quality of such services can be measured in various ways. This study assesses the extent of service quality as evaluated in students' satisfaction with services received at…
Descriptors: Student Satisfaction, Educational Quality, Higher Education, Undergraduate Students
Uppal, Muhammad Amaad; Ali, Samnan; Gulliver, Stephen R. – British Journal of Educational Technology, 2018
e-Learning courses are fast becoming common-place, yet the success of these online courses varies considerably. Since limited research addresses the issue of e-learning quality (ELQ) of service in higher education environments, there is an increasing need to effectively assess ELQ. In this paper, we argue that to obtain a satisfactory e-learning…
Descriptors: Electronic Learning, Educational Quality, Quality Assurance, Reliability
Hasan, Mahamudul; Hosen, Md. Zakir – Online Submission, 2020
The present study explores the effect on student satisfaction and student loyalty of higher education service quality dimensions. Ensuring quality improvement and implementation of strategies for the tertiary education sector has become critical. Moreover, the study also tests the mediating impact of university reputation and external prestige…
Descriptors: Foreign Countries, Educational Quality, College Students, Student Satisfaction
Oliver, Henry; Koeberg, Jeremy – Africa Education Review, 2013
This article describes a work in progress study which extends traditional quality assurance mechanisms through the application of the SERVQUAL instrument. It assesses the difference between pre-service teacher expectations and actual experience during a Teaching Practice period. Anecdotal evidence points to students being the recipients of poor…
Descriptors: Quality Assurance, Preservice Teachers, Teaching Experience, Educational Practices
Vaz, Anthony; Mansori, Shaheen – International Education Studies, 2013
Intense competition among existing private education providers and the Malaysian government's relaxation of regulations for allowing international universities to open off shore campuses in Malaysia, have forced companies in the education industry to develop strategies which can help them to make their existing students satisfied and keep them…
Descriptors: Foreign Countries, Private Education, Private Colleges, Universities
Vaughan, Elizabeth; Woodruffe-Burton, Helen – Quality Assurance in Education: An International Perspective, 2011
Purpose: The purpose of this paper is to empirically test a new disabled service user-specific service quality model ARCHSECRET against a modified SERVQUAL model in the context of disabled students within higher education. Design/methodology/approach: The application of SERVQUAL in the voluntary sector had raised serious issues on its portability…
Descriptors: Disabilities, College Students, Student Experience, Measures (Individuals)
Dursun, Tolga; Oskaybas, Kader; Gokmen, Cansu – Contemporary Educational Technology, 2014
The purpose of this study is to measure the quality of distance education services received from educational institutions which are among the leading service enterprises. More specifically, the study aims to find out what the students' expectations are, to what extent the student expectations are met and whether or not the acquired findings vary…
Descriptors: Distance Education, Educational Quality, Student Attitudes, Expectation
Saleem, Muhammad; Hussain Ch., Abid; Ahmad, Saghir – Bulletin of Education and Research, 2017
Gap means difference between perception and expectation. Identification of gap provides an opportunity to bridge it and thus to enhance the service. Higher education is getting popularity as a service industry day by day. This study focuses to identify the gaps in service quality of higher education by using a self-developed instrument on the…
Descriptors: Higher Education, Student Attitudes, Empathy, Reliability
Hoon, Teoh Sian; Satiman, Faziana – Asian Journal of University Education, 2016
The study was conducted to investigate the level of service quality for different dimensions based on the perception of private school teachers towards service quality. The investigation indicated level of perception for different dimensions namely tangibles, responsiveness, empathy, reliability and assurance. A questionnaire on Service Quality…
Descriptors: Educational Quality, Private Schools, Teacher Attitudes, Questionnaires
Alhabeeb, Abdurrahman Mohammad – Journal of Education and Practice, 2015
The goal of this study is measuring the level of quality service offered to students at the college of education at King Saud University, specifically the gap between students' perceptions and expectations of the quality of the offered service. The descriptive analytical approach has been applied in the study using SERVQUAL method to collect data…
Descriptors: Foreign Countries, College Students, Student Personnel Services, Expectation
Daniel, Dawit; Liben, Getachew; Adugna, Ashenafi – Journal of Education and Practice, 2017
Universities in the modern world are expected to seek and cultivate new knowledge, provide the right kind of leadership and strive to promote equality and social justice. The general objective of the study is to investigate the satisfaction level of undergraduate level students enrolled in regular program of Dire-Dawa University and there by…
Descriptors: Student Satisfaction, Case Studies, Student Surveys, Attitude Measures
Silva, Danilo Soares; de Morales, Gustavo Hermínio Salati Marcondes; Makiya, Ieda Kanashiro; Cesar, Francisco Ignácio Giocondo – Quality Assurance in Education: An International Perspective, 2017
Purpose: This study aims to find evidence of the HEdPERF scale use for measuring the perceived service quality from the perspective of students in higher education institutions (HEIs) worldwide. Design/methodology/approach: A systematic review of the literature was conducted to find evidence of the scale use in articles published between January…
Descriptors: Higher Education, Performance, Measures (Individuals), College Students
Shurair, Amal S. A.; Pokharel, Shaligram – Quality Assurance in Education: An International Perspective, 2019
Purpose: The purpose of this paper is to investigate and report students' perception of service quality in a university by examining the perceptual context of service quality with respect to students' loyalty behavior, image of the university and culture/values. Design/methodology/approach: A research framework is developed for quality assessment…
Descriptors: Foreign Countries, College Students, Student Attitudes, Educational Quality