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Service quality in higher education: Applying HEdPERF scale in Vietnamese universities

Author

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  • Le Dinh Minh Tri

    (International University, Vietnam National University, Ho Chi Minh City, Vietnam)

  • Tran Thi Hoang Lam

    (International University, Vietnam National University, Ho Chi Minh City, Vietnam)

  • Nguyen Quang Trang

    (International University, Vietnam National University, Ho Chi Minh City, Vietnam)

Abstract

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.

Suggested Citation

  • Le Dinh Minh Tri & Tran Thi Hoang Lam & Nguyen Quang Trang, 2021. "Service quality in higher education: Applying HEdPERF scale in Vietnamese universities," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - SOCIAL SCIENCES, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 11(1), pages 101-115.
    • Handle: RePEc:bjw:socien:v:11:y:2021:i:1:p:101-115
    DOI: 10.46223/HCMCOUJS.soci.en.11.1.1905.2021
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    References listed on IDEAS

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    1. Helena Alves & Mário Raposo, 2009. "The measurement of the construct satisfaction in higher education," The Service Industries Journal, Taylor & Francis Journals, vol. 29(2), pages 203-218, February.
    2. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
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