An Empirical Investigation into the Construct of Higher Education Service Quality

Jaroslav Dado, Janka Taborecka Petrovicova, Dejan Riznic and Tamara Rajic
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Jaroslav Dado: Matej Bel University, Slovakia
Janka Taborecka Petrovicova: Matej Bel University, Slovakia
Dejan Riznic: University of Belgrade, Serbia
Tamara Rajic: University of Belgrade, Serbia

International Review of Management and Marketing, 2011, vol. 1, issue 3, 30-42

Abstract: The paper addresses the issue of higher education service quality measurement and stresses the need of devising psychometrically as well as diagnostically sound measurement instruments, suitable to the context being investigated. The study builds upon the SERVQUAL scale, the inventory successfully tried and tested across a broad spectrum of service industries. Notwithstanding significant resemblance with the original five dimensions of service quality, research findings indicate six-dimensional structure of the construct of higher education service quality. Study performed on a sample of Engineering Management students reveals perceptions falling short of expectations across all of the determinants of service quality. The largest negative gap between students’ perceptions and expectations has been discovered concerning the potential for future career development, whereas research findings indicate the same dimension to be the most important predictor of students’ future behavioral intentions. In an attempt to inspire further interests in this field, managerial implications and directions for future research have been discussed.

Keywords: higher education; service quality measurement; SERVQUAL (search for similar items in EconPapers)
JEL-codes: L84 M31 (search for similar items in EconPapers)
Date: 2011
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