Open AccessService Quality Measurement in Higher Education
Author(s) -
Mohammad Razi-ur-Rahim
Publication year - 2017
Publication title -
gbams vidushi
Language(s) - English
Resource type - Journals
ISSN - 0974-6374
DOI - 10.26829/vidushi.v9i02.12289
Subject(s) - servqual , service quality , quality (philosophy) , service (business) , computer science , construct (python library) , empirical research , product (mathematics) , process management , knowledge management , higher education , quality policy , qualitative research , management science , quality management , marketing , engineering , business , mathematics , sociology , statistics , social science , philosophy , geometry , epistemology , law , political science , programming language
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.