Service Quality Measurement in Higher Education

Abstract

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.