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…

Higher education institutions (HEIs), consider the customer experience an intrinsic component of their strategic plans, decision-making processes, and development. In higher education (HE) contexts, students are customers and demand high service quality. This article evaluates the perception of quality of service (QoS) in a HE setting from the…

The focus of this research is an examination of service quality provided by non-centralized technology personnel, Local Technical Support Providers (LSPs), at a southern research university. The SERVQUAL instrument was selected to measure service quality of LSPs within the Academic Affairs Division. The rationale for selecting and testing SERVQUAL…

Purpose: This study explored the effect of mathematics teaching quality on mathematics achievement among undergraduate students, using the SERVQUAL model. Design/methodology/approach: The sample comprised of 320 first-year undergraduate students of a public university in Ghana. Structural equation modeling (SEM) was run in Amos (v.23) to test the…

Purpose: This study aims to describe the development and validation of a student survey instrument to assess academic advising services. The instrument was based on the SERVQUAL scale, a well-known instrument for service quality. Design/methodology/approach: A quantitative methodology was used. Data were collected through a structured…

The study aimed to investigate undergraduate students' perceptions of the service quality at Madda Walabu University. An innovative sequential explanatory mixed-methods design was employed to comprehensively analyse students' experiences. The quantitative analysis utilized the well-established and adapted SERVQUAL tool with a substantial sample of…

Over the last three decades, higher education institutions have found themselves using vernacular that was once chiefly found in business disciplines, such as value-added and competitive advantage. With the rising costs of tuition, newer-generation students are seeing themselves more and more as customers and universities are beginning to adopt…

This study investigates the quality of higher education institutes' (HEIs') administrative services by assessing student satisfaction in the context of Total Quality Management (TQM). Differences between students' perceptions and expectations of administrative service quality are examined and discussed. A questionnaire survey was developed…

This quantitative research aimed to advance the use of the service quality construct to measure the perceived service quality of K-12 international schools by Generation X parents. It proposed an approach that contextualised previously published scale items for private healthcare into educationally relevant scale items. The revised scale items…

Assessing service quality gaps in Open Distance Learning (ODL) universities is essential to promote quality and develop programmes to manage deficiencies. The purpose of this study was to compare students' expectations and perceptions of student support services, to determine service quality gaps. Data were collected from a sample of ODL students…

The increasing number of educational services has caused a high competition in this industry. In Indonesia, the number of private universities is the highest compared to state universities and other forms of higher education institutions. Ability to predict factors that are important in providing educational services to achieve student…

This paper explores student satisfaction of tutor services provided at the University of Ghana Learning Centres specifically, Koforidua Learning Centre. A simple random sampling method was used to select current 150 undergraduate students pursuing varied degree programmes at the Koforidua Learning Centre. There was an observed significant…

Purpose: The purpose of this study is to demonstrate an adaptation of the SERVQUAL survey method for measuring the quality of higher educational services in a Russian university context. We use a new analysis and a graphical technique for presentation of results. Design/methodology/approach: The methodology of this research follows the classic…

Effective academic advising service has been found to bring positive benefits to educational institutions to increase students' retention rates and graduation. This study sought to find the essential attributes in public university academic advising service in UiTM Pasir Gudang campus, Malaysia, which may be used to improve the service provided to…

The present study aims to conceptualize service quality and perceived value in the context of blended learning by redefining and modifying the existing SERVQUAL model, reviewing prior marketing literature on perceived value, and examining the relationships between service quality, perceived value, and student satisfaction. The sample was…