Title :
The Research of SERVQUAL Instrument Applying in Chinese Higher Education
Author :
Yang, Zhao ; Yan-Ping, Liu ; Jie, Tan
Author_Institution :
Sch. of Econ., Beijing Jiao Tong 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 courses; educational institutions; socio-economic effects; Chinese higher education; SERVQUAL instrument; customer perceived service quality; educational institutions; service management literature; standardized questionnaire; 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 Operations and Logistics, and Informatics, 2006. SOLI '06. IEEE International Conference on
Conference_Location :
Shanghai
Print_ISBN :
1-4244-0317-0
Electronic_ISBN :
1-4244-0318-9
DOI :
10.1109/SOLI.2006.329010
