...-stage screening process for thematic relevance and methodological robustness. Findings SERVQUAL, SERVPERF, HEdPERF and EduQUAL emerge as predominant assessment models. Persistent gaps are observed between students’ perceptions and expectations, highlighting the need to adapt frameworks to varied...

...@costaatt.edu.tt 26 08 2022 15 11 2022 19 01 2023 02 03 2023 © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Service quality Service excellence SERVPERF SERVQUAL Trinidad and Tobago Higher education For many years...

.... Design/methodology/approach Data is collected via a survey consisting of items from a standard Hofstede and a higher education adapted SERVQUAL questionnaire. The survey sample includes 128 students who represent the entire population of a taught postgraduate course in Finance at a UK Higher Education...

... student loyalty. Design/methodology/approach A plan-do-check-act problem-solving methodology was implemented, and a SERVQUAL survey was conducted on 67 master’s engineering students. Findings Five factors were found to affect student loyalty: facility cleanliness; faculty teaching skills; evening...

... descriptive statistics, reliability analysis, gap analysis and hypotheses tests. Seven dimensions of service quality were identified: the original dimensions of the SERVQUAL, namely, reliability, responsiveness, assurance, empathy and tangibles. Two additional dimensions image and culture/value were added...

...Railya B. Galeeva 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...

...Elizabeth Vaughan; Helen Woodruffe‐Burton 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...

...Roland K. Yeo Purpose The paper seeks to explore the influences of service quality in higher education and the perceptions associated with the implementation of a Singapore tertiary institution. It draws on the underpinnings of SERVQUAL, and discusses the dichotomy and interrelation between...

... surveys customers using the SERVQUAL instrument, which is one of the most widely used and applied scales for the measurement of perceived service quality. Findings A focused and rigorous examination of customers' views of the importance of the service elements is provided. The study confirmed previous...