Investigating Service Quality Issues in Higher Educational Context

Vivien Surman Zsuzsanna Eszter Tóth
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Vivien Surman Zsuzsanna Eszter Tóth: Department of Management and Business Economics, Budapest University of Technology and Economics, Budapest, Hungary. Institute of Business Economics, Eötvös Loránd University, Budapest, Hungary.

Zagreb International Review of Economics and Business, 2019, vol. 22, issue SCI2, 11-37

Abstract: Recently, quality issues have been widely addressed in the higher education sector as a result of which the identification and the role of stakeholders have come to the forefront. When evaluating service quality in higher education, three distinct levels of operation could be taken into account, namely, institutional level, program or faculty level and course level, on which the relevant stakeholders perceive service quality by focusing on different attributes. Besides students considered as primary stakeholders, the academic staff is paid considerable attention as they have a direct influence on how students perceive educational service quality. The establishment of a course level service quality framework of a special course is presented in this paper by demonstrating not only the students’ but also the supervisors’ aspects through a student questionnaire, focus group discussions and personal interviews. These approaches resulted in a new, more sophisticated understanding of service quality on course level. JEL Classification: I21, I23

Keywords: higher education; service quality; operational levels; focus group; survey (search for similar items in EconPapers)
Date: 2019
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