The need for private higher education in South Africa is reflected by the explosive growth of newly registered private higher education institutions. This is coupled with a need for corporate quality management of service quality for students and academics. This article elaborates on service quality from a corporate sociotechnical perspective. The…

The number of enterprises in the service sector is increasing with the time and the market for service sector is expanding. Universities as higher education institutions were affected by these developments in the service sector and have included providing quality service to their internal and external stakeholders as their top priority. Providing…

The service quality in educational institutions has been focused on two dimensions, namely core and value-added service quality. The core service quality is the various basic service quality variables established by the pioneer in the field. These are reliability, responsiveness, empathy, assurance, and tangibles. The paper focuses on the core…

This paper studies the service quality (SQ) of higher education institutes (HEI), offering professional courses from the perspective of faculty as they are the service providers as well as a major stakeholder in the educational arena. PHEISQUAL (Professional higher education institute service quality) scale has been developed to measure the…

IT leaders in higher education institutions (HEI) face a challenge to incorporate the continuous transformation of technology and the way it is applied in HEIs to improve the quality of IT service delivery. Managing IT per se, became more than managing IT systems with a fixed set of knowledge and skills. IT leaders needs to manage IT as a value…

The research explores community orientation (CO) perceptions and their potential outcomes within a higher education context. The study follows a three-step approach that draws from service marketing, organization theory, and higher education literature. Subsequently, a qualitative approach is adopted to develop the research model, followed by a…

This study aims to evaluate the success of the Student Information System (SIS) using the updated Information System Success Model (IS success model) proposed by Delone and McLean. Survey data were collected from 882 students using SIS at a state university in Turkey. Structural Equation Model analysis was applied through R to analyze the obtained…

Purpose: The aim of this paper is to explore the relationship between perception of service quality, student satisfaction, switching barriers on behavioural intentions among private higher education institutions (HEIs) with self-accreditation status in Malaysia. Design/methodology/approach: A total of 388 valid questionnaires were collected via a…

Purpose: This research sought to empirically identify context specific dimensions of service quality at Zimbabwean State Universities. The study also sought to measure the 'university-wide' overall service quality at National University of Science and Technology (NUST) and to explore differences in service quality perception based on selected…

Purpose: This study aims to explore the influence of the individual student profile of Hofstede's Power Distance, Uncertainty Avoidance, Collectiveness and Long-Term Orientation on student service quality expectations in higher education. Design/methodology/approach: Data is collected via a survey consisting of items from a standard Hofstede and a…

Customer service and quality are driving forces in the business community. As higher educational institutions struggle for competitive advantages and high service quality, the evaluation of educational service quality is essential to provide motivation for and give feedback on the effectiveness of educational plans and their implementation.…

Purpose: The purpose of this study is to validate the higher education service quality (HESQUAL) scale using a confirmatory approach and test an improved structural model that predicts student loyalty from image, perceived value, satisfaction and service quality. In addition to validating the HESQUAL scale using a confirmatory approach, two other…

Purpose: Higher learning institutions (HLIs) need to have quality service facilities to achieve customer satisfaction and positive word of mouth (WoM). The purpose of this study is to assess customer satisfaction as a mediator of service facility and WoM in the context of Tanzania's HLIs. Design/methodology/approach: A mixed-methods approach was…

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…

The quality of higher education systems currently represents a major challenge for the development of societies. In Morocco, engineering education is at the heart of this development, it is a major and necessary lever which, due to an increasingly demanding job market, faces several challenges. According to Moroccan Directorate for Strategies and…