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The massification of higher education in the UK: Aspects of service quality

Author

Listed:
  • Mihalis Giannakis

    (Audencia Business School)

  • Nicola Bullivant

    (Aston University [Birmingham])

Abstract

This article explores several aspects of service quality for the provision of higher education. Alongside the trend of the massification of higher education over the past two decades, higher education institutions are required to review quality across a range of outputs, besides teaching and learning. The study was undertaken within the undergraduate placement programme of a UK higher education institution and investigated aspects of service quality through students' surveys conducted over a five-year period and staff questionnaires and interviews. The findings of the study point out that, amongst other factors, the increase in student numbers implies a deterioration of higher education service quality. Based on the findings, several areas that can potentially improve the quality of higher education services in modern universities are identified.

Suggested Citation

  • Mihalis Giannakis & Nicola Bullivant, 2016. "The massification of higher education in the UK: Aspects of service quality," Post-Print hal-01342553, HAL.
    • Handle: RePEc:hal:journl:hal-01342553
    DOI: 10.1080/0309877X.2014.1000280
    Note: View the original document on HAL open archive server: https://audencia.hal.science/hal-01342553
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    References listed on IDEAS

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    1. Peter Elias & Kate Purcell, 2004. "Is Mass Higher Education Working? Evidence from the Labour Market Experiences of Recent Graduates," National Institute Economic Review, National Institute of Economic and Social Research, vol. 190(1), pages 60-74, October.
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    Cited by:

    1. Loutfi Boulahlib & Noor Hazilah Abd Manaf & Izhairi Bt Ismail & Rafikul Islam, 2022. "Exploring Factors Influencing Academic Staff Attitude towards the Implementation of Total Quality Management (TQM) in Higher Education," International Journal of Human Resource Studies, Macrothink Institute, vol. 12(3), pages 98125-98125, December.
    2. Padlee, Siti Falindah & Reimers, Vaughan & Mokhlis, Safiek & Anuar, Marhana Mohamed & Ahmad, Azlinzuraini, 2020. "Keep up the good work in research universities: An importance-performance analysis," Australasian marketing journal, Elsevier, vol. 28(2), pages 128-138.
    3. Sakir Cinkir & Sevgi Yildiz & Gul Kurum, 2022. "The Effect of Undergraduate Students’ Perceived Service Quality on Student Commitment," SAGE Open, , vol. 12(2), pages 21582440221, May.
    4. Freida Ozavize Ayodele & Liu Yao & Hasnah Binti Haron, 2018. "University Knowledge Management: Proposal for Broaden Integrative Perspective," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 17(03), pages 1-23, September.
    5. Nuri Mohamed M. Otman, 2020. "Quality of higher education and incidence of learning styles: A Review," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 9(3), pages 141-148, April.

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    More about this item

    Keywords

    SERVQUAL; Higher education; Survey; Service quality;
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