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An Empirical Investigation into the Construct of Higher Education Service Quality

Author

Listed:
  • Jaroslav Dado

    (Matej Bel University, Slovakia)

  • Janka Taborecka Petrovicova

    (Matej Bel University, Slovakia)

  • Dejan Riznic

    (University of Belgrade, Serbia)

  • Tamara Rajic

    (University of Belgrade, Serbia)

Abstract

The paper addresses the issue of higher education service quality measurement and stresses the need of devising psychometrically as well as diagnostically sound measurement instruments, suitable to the context being investigated. The study builds upon the SERVQUAL scale, the inventory successfully tried and tested across a broad spectrum of service industries. Notwithstanding significant resemblance with the original five dimensions of service quality, research findings indicate six-dimensional structure of the construct of higher education service quality. Study performed on a sample of Engineering Management students reveals perceptions falling short of expectations across all of the determinants of service quality. The largest negative gap between students’ perceptions and expectations has been discovered concerning the potential for future career development, whereas research findings indicate the same dimension to be the most important predictor of students’ future behavioral intentions. In an attempt to inspire further interests in this field, managerial implications and directions for future research have been discussed.

Suggested Citation

  • Jaroslav Dado & Janka Taborecka Petrovicova & Dejan Riznic & Tamara Rajic, 2011. "An Empirical Investigation into the Construct of Higher Education Service Quality," International Review of Management and Marketing, Econjournals, vol. 1(3), pages 30-42, September.
  • Handle: RePEc:eco:journ3:2011-03-1
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    References listed on IDEAS

    as
    1. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
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    More about this item

    Keywords

    higher education; service quality measurement; SERVQUAL;

    JEL classification:

    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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