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Measuring Service Gap of Higher Education in Bangladesh – A Comparative Study between Public University & Private University

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  • Tarannum Islam Shimin

Abstract

The study investigates the gap between student’s expectations and perceptions regarding higher education services in Bangladesh with a special focus on SERVQUAL model along with the following dimensions: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. Thirteen public and private universities were surveyed. Average 20 students were taken as a sample from the universities. As of students perception, the services gap (Expected service – Perceived service), in the dimensions of tangibility, responsiveness, assurance and empathy, is significant because expected service is far below from perceived service in the public universities in Bangladesh. But in the dimension of reliability, the services gap is insignificant because expected service is near about perceived service in the same universities. Again, the services gap (Expected service – Perceived service), in the dimensions of responsiveness, reliability, assurance and empathy, is significant because expected service is far below from perceived service in the private universities in Bangladesh. But in the dimension of tangibility, the services gap is insignificant because expected service is near about perceived service in the private universities. However, this SERVQUAL model is used to find out the services gap as well as ensure the service quality in the public and private universities in Bangladesh and to recommend some strategies to minimize this gap as well as to enhance service quality to benefit students, policy makers, government, service providers and country.

Suggested Citation

  • Tarannum Islam Shimin, 2018. "Measuring Service Gap of Higher Education in Bangladesh – A Comparative Study between Public University & Private University," International Journal of Science and Business, IJSAB International, vol. 2(3), pages 491-502.
    • Handle: RePEc:aif:journl:v:2:y:2018:i:3:p:491-502
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    References listed on IDEAS

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    1. Berry, Leonard L. & Parasuraman, A. & Zeithaml, Valarie A., 1988. "The service-quality puzzle," Business Horizons, Elsevier, vol. 31(5), pages 35-43.
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    Cited by:

    1. Idris Ali & Fatima Kanis Nayan & Md Atiqur Rahman Sarker & Md Tahmidur Rahman Kadery & Yayan Firmansah, 2021. "Management Skill Development of Academic Institutional Heads in Bangladesh: A Conceptual Study on Henri Fayol’s Management Principles," International Journal of Human Resource Studies, Macrothink Institute, vol. 11(3), pages 115-115, December.

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