Open AccessService quality in higher education: Applying HEdPERF scale in Vietnamese universities
Author(s) -
Le Dinh Minh Tri,
Tran Thi Hoang Lam,
Nguyen Quang Trang
Publication year - 2021
Publication title -
ho chi minh city open university journal of science - social sciences
Language(s) - English
Resource type - Journals
eISSN - 2734-9624
pISSN - 2734-9357
DOI - 10.46223/hcmcoujs.soci.en.11.1.1905.2021
Subject(s) - vietnamese , service quality , context (archaeology) , higher education , service (business) , dimension (graph theory) , quality (philosophy) , scale (ratio) , marketing , business , service design , knowledge management , service delivery framework , computer science , political science , geography , mathematics , philosophy , linguistics , cartography , archaeology , epistemology , pure mathematics , law
As the higher education sector is more competitive and globalized, service quality and student satisfaction are increasingly essential and attract more attention. However, research on this topic usually employed general service models applied for the higher education context. This paper investigates the service quality in higher education by combining the HEdPERF model and the popular two-dimensional service quality model to link the general and context-focused perspective. Data were obtained from 335 respondents who are students in Vietnamese universities. Findings indicate the effects of functional and technical service quality on student satisfaction and determine each HEdPERF dimension’s relationships on the two dimensions of service quality. This study contributes to understanding the path from service performance in the higher education sector, service quality dimensions, and satisfaction. This also provides suggestions for Vietnamese universities in improving their performance and services.