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Service Quality Measurement in Higher Education

Ghanshyam Binani Academy of Management Sciences

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Field Value
 
ISSN 0974-6374
 
Authentication Code dc
 
Title Statement Service Quality Measurement in Higher Education
 
Personal Name Razi-ur-Rahim, Mohammad
Assistant Professor Aligarh Muslim University Kishanganj Centre
 
Uncontrolled Index Term Quality, interactive quality, higher education, models, and techniques.
 
Summary, etc. Quality is an elusive and indistinct construct in higher education. Research has demonstrated the strategic benefits of quality measurement. Basically, there are three quality dimensions which are physical, corporate, and interactive quality. This paper attempts to rectify the situation by reviewing the small number of studies that have investigated service quality in the higher education sector. By combining the different findings paper compares the quality dimensions proposed in service, product, and software quality dimensions. Acomprehensive list of service quality dimensions together with proposed interpretations for a higher education environment is presented. Various models and tools are discussed for measuring service quality. A new attempt has to be made to propose a new instrument based on new approaches and techniques. Purpose The purpose of this research article is to examine service quality in Higher Education and various instruments used in the evaluation of service quality in Higher Education. Design/methodology/approach The study uses qualitative methodology involving in-depth study of various research papers. Findings There is a need to determine how quality dimensions/factors are perceived by students' groups. The modifications have been recognized as the new service quality measurement instruments. Research limitations/implications Since the study has used the qualitative methodology, observations and findings need to be validated with empirical data. Practical implications The paper suggests that experimental application of SERVQUAL is quite important for further research.
 
Publication, Distribution, Etc. Ghsnshyam Binani Academy of Mamanegement Sciences
 
Electronic Location and Access application/pdf
http://gbams-vidushi.com/index.php/GV/article/view/51
 
Data Source Entry GBAMS-Vidushi; Vol 9, No 02 (2017)
 
Language Note eng
 
Terms Governing Use and Reproduction Note Copyright (c) 2018 GBAMS-Vidushi