Title :
Study on Quality Indicators in Higher Education: An Application of The SERVQUAL Instrument
Author :
Yang, Zhao ; Yan-Ping, Liu ; Jie, Tan
Author_Institution :
Beijing Jiaotong Univ.
Abstract :
Evaluation of the Customer Perceived Service Quality in a quantifying is the most important part of the service management literature. Over the past decade, SERVQUAL instrument has emerged as perhaps the most popular standardized questionnaire to measure service quality. This paper starts with elaborating the great significance to carry out this instrument in Chinese educational institutions. Based on the brief introduction and related review of SERVQUAL instrument, criteria of it are re-designed in order to be suitable to evaluate the service quality of Chinese higher education. Moreover, the data obtained from the utilization of it are analyzed and then applied in a more effective, comprehensive way. As a result, a new quantifying is provided
Keywords :
customer services; educational institutions; service industries; Chinese educational institutions; SERVQUAL instrument; customer perceived service quality; higher education; quality indicators; service management literature; Cultural differences; Data analysis; Decision making; Education; Educational institutions; Educational products; Educational technology; Instruments; Quality assurance; Quality management; SERVQUAL; evaluation technology; higher education; service quality;
Conference_Titel :
Service Systems and Service Management, 2006 International Conference on
Conference_Location :
Troyes
Print_ISBN :
1-4244-0450-9
Electronic_ISBN :
1-4244-0451-7
DOI :
10.1109/ICSSSM.2006.320693
