...Anita Kéri; Mahesh Rajan Purpose Service quality perceptions in higher education play a crucial role in student satisfaction. While service quality measurement is an established stream of research in higher education, there remains a notable gap in understanding how and to what extent the cultural...

...Pawan Kataria; Chetna Sharma Rajput Purpose This comprehensive systematic review aims to examine service quality assessment frameworks in higher education over four decades, from 1984 to 2024. It aims to identify key models, analyse applications and provide actionable insights. Design...

...John Ceniza Chavez; Consorcio Jr S. Namoco Purpose This study aims to enhance administrative service quality in higher education by developing an integrated framework for registrar’s office operations. It addresses a notable research gap by applying the HESQUAL model alongside quality function...

...Rashmi Mishra; Abhishek Mishra; Veenus Tiwari; Rajendra Kumar Jain Purpose The purpose of this paper is to examine the education service quality factors, for online education context, that drive the brand equity of a higher education institute. In the times of emerging online education programmes...

... to measure the service quality offered in universities by examining teachers’ satisfaction with the curriculum. Design/methodology/approach Using quantitative gap analysis, the study evaluated the knowledge and skills of teachers in their preservice education regarding the perceived importance...

..., viability of the institutions will be adversely affected (Canic and McCarthy, 2000). The purpose of this paper is to evaluate the quality of selected administrative and academic support services by a community college in Trinidad and Tobago using a performance-only model of service quality (SERVPERF...

...Lovemore Chikazhe; Thomas Bhebhe; Brighton Nyagadza; Edmore Munyanyi; Tricia Singizi Purpose This paper aims to investigate how graduates’ perceptions of self-service technology and perceived job performance can be used to assess university service quality. Also, this study examines the mediating...

...Ha Thi Thu Bui; Quyen Thi Tu Bui; Thanh Thi Phuong Nguyen; Quang Huu Cao; Thuy Van Phung; Ha Thanh Nguyen Purpose Service quality has been widely recognized as the core value of any higher education institution (HEIs), especially in the context of higher education reform in Vietnam. The paper aims...

...María Begoña Peña-Lang; Jose M. Barrutia; Carmen Echebarria Purpose This paper aims to propose and examine the relationship between students’ perception of service quality and dimensions and their academic achievement. Design/methodology/approach Based on the resource-based view, a conceptual...

...Mark Christopher Springer; Craig K. Tyran 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...

...Vangelis Tsiligiris; Anita Kéri; Jeremy Eng-Tuck Cheah 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...

... involved stakeholder groups are also demonstrated to provide a better understanding of student expectations. Methodology Students of quality management courses were invited to collect those attributes that could have an impact on their perceived educational service quality. The compiled list of 23...

... of employees and their ability to convey trust and confidence; and empathy (items 18–22), which reflects the individual attention provided to customers. SERVQUAL and SERVQUAL adaptations have been used to assess higher education service quality in several countries and to identify the relationships...

... satisfaction with the quality of higher education services and student satisfaction with the ICT system used. Based on this, there are three aspects that are thought to affect student satisfaction with the implementation of online thesis exams, higher education service quality, examiner performance...

...Ling Kee Htang Purpose The purpose of this study is to investigate university students’ perception of service quality and satisfaction in a developing country to guide quality improvement. Design/methodology/approach The study uses a quantitative survey design. A new instrument has been...

...Sartaj Chaudhary; Ajoy Kumar Dey Purpose The past decade has seen a proliferation of research on service quality in education. However, little attempt has been made to understand the impact of student perceived service quality on sustainability practices of the university or the effect...

..., rather than “what” services they received, i.e. they evaluated the quality of the process. In contrast, graduates gave more importance to functional service quality. They evaluated the quality of “what they received,” i.e. the result. Research limitations/implications The study has several...

.... Design/methodology/approach SVE service quality was approached on the basis of the performance-only model. The participatory research paradigm was followed, engaging students with disability and specifically with intellectual disability in several stages of the instrument development. The methodological...

...Viraiyan Teeroovengadum; Robin Nunkoo; Christian Gronroos; T.J. Kamalanabhan; Ashley Keshwar Seebaluck 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...

...Abdel-Aziz Ahmad Sharabati; Mohammad M. Alhileh; Hesham Abusaimeh Purpose The purpose of this paper is to investigate the effect of service quality on graduates’ satisfaction as perceived by Middle East University (MEU) graduates. Design/methodology/approach This research is cross-sectional...