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Investigating Service Quality Issues in Higher Educational Context

Author

Listed:
  • Vivien Surman Zsuzsanna Eszter Tóth

    (Department of Management and Business Economics, Budapest University of Technology and Economics, Budapest, Hungary. Institute of Business Economics, Eötvös Loránd University, Budapest, Hungary.)

Abstract

Recently, quality issues have been widely addressed in the higher education sector as a result of which the identification and the role of stakeholders have come to the forefront. When evaluating service quality in higher education, three distinct levels of operation could be taken into account, namely, institutional level, program or faculty level and course level, on which the relevant stakeholders perceive service quality by focusing on different attributes. Besides students considered as primary stakeholders, the academic staff is paid considerable attention as they have a direct influence on how students perceive educational service quality. The establishment of a course level service quality framework of a special course is presented in this paper by demonstrating not only the students’ but also the supervisors’ aspects through a student questionnaire, focus group discussions and personal interviews. These approaches resulted in a new, more sophisticated understanding of service quality on course level. JEL Classification: I21, I23

Suggested Citation

  • Vivien Surman Zsuzsanna Eszter Tóth, 2019. "Investigating Service Quality Issues in Higher Educational Context," Zagreb International Review of Economics and Business, Faculty of Economics and Business, University of Zagreb, vol. 22(SCI2), pages 11-37, December.
    • Handle: RePEc:zag:zirebs:v:22:y:2019:i:sci2:p:11-37
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    References listed on IDEAS

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    1. Melodi Guilbault, 2016. "Students as customers in higher education: reframing the debate," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 26(2), pages 132-142, July.
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    More about this item

    Keywords

    higher education; service quality; operational levels; focus group; survey;
    All these keywords.

    JEL classification:

    • I21 - Health, Education, and Welfare - - Education - - - Analysis of Education
    • I23 - Health, Education, and Welfare - - Education - - - Higher Education; Research Institutions

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