QUALITY GAP OF EDUCATIONAL SERVICES IN VIEWPOINTS OF STUDENTS

Jelena Legcevic ()
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Jelena Legcevic: J.J. Strossmayer University in Osijek

Economic Thought and Practice, 2009, vol. 18, issue 2, 279-298

Abstract: Higher education is growing fast and every day it becomes more and more exposed to globalization processes. The aim of this study was to determine the quality gap of educational services by using a originally SERVQUAL instrument among students in Faculty of Law Osijek. In this study, a total of 479 students were selected randomly and asked to complete a questionnaire that was designed according to SERVQUAL methods. This questionnaire measured students' perceptions and expectations in five dimensions of service that consists of assurance, responsiveness, empathy, reliability and tangibles. The quality gap of educational services was determined based on differences between students' perceptions and expectations. The results demonstrated that in each of the five SERVQUAL dimensions, there was a negative quality gap. The least and the most negative quality gap means were in the reliability (-3,45) and empathy (-7,86) dimensions respectively. Also, there were significant differences between perceptions and expectations of students in all of the five SERVQUAL dimensions (p

Keywords: service quality; higher education; measurement; SERVQUAL (search for similar items in EconPapers)
JEL-codes: I21 (search for similar items in EconPapers)
Date: 2009
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