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A Comparative Study of Service Quality in Portuguese and Angolan Higher Education Institutions

In: Driving Quality Management and Sustainability in VUCA Environments

Author

Listed:
  • Ana Rolo

    (Instituto Politécnico de Setúbal)

  • Margarida Saraiva

    (Universidade de Évora)

  • Gracieth Leandro

    (Universidade Agostinho Neto)

  • Teresa Nogueiro

    (Universidade de Évora)

  • Rui Alves

    (Instituto Politécnico de Setúbal)

Abstract

Quality in education is an important topic as it is reflected in the educational levels of a society. Many studies consider students as stakeholders; however, families, employers, and society in general can also be a set of stakeholders in this educational process. This article addresses this issue from an international perspective that results from a collaborative work carried out by Portuguese and Angolan researchers. He intends to study service quality in three higher education institutions (HEIs), two in Portugal and one in Angola. The study was based on the HEISQUAL model, a modern approach to measuring the quality of service in higher education institutions. In past studies, we used SERVQUAL model. It was possible to concluded that, for the institutions under study located in Angola, the evaluation made by the students is bottom. The quantitative methodology was used, supported by the new instrument called HEISQUAL, a questionnaire that aims to measure the quality of service provided by an HEI. The current survey follows a convenient sampling technique. Based on these results, good practices were identified to be implemented to improve the quality performance indicators in Angola. The half-yearly monitoring will allow following the evolution of this implementation. In addition to the scientific component, this work is based on a greater concern, namely, the contribution to Sustainable Development Goal (SDG) 4 – Quality Education. It is expected that the application of good practices will result in the improvement of the quality of education perceived by the students.

Suggested Citation

  • Ana Rolo & Margarida Saraiva & Gracieth Leandro & Teresa Nogueiro & Rui Alves, 2024. "A Comparative Study of Service Quality in Portuguese and Angolan Higher Education Institutions," Springer Proceedings in Business and Economics, in: João Reis & Tiago Pinho & Vítor Barbosa & Luís Barreto & Sandrina B. Moreira & Pedro Pardal & João N (ed.), Driving Quality Management and Sustainability in VUCA Environments, pages 199-208, Springer.
    • Handle: RePEc:spr:prbchp:978-3-031-52723-4_16
    DOI: 10.1007/978-3-031-52723-4_16
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    Keywords

    Education; HEI; Quality;
    All these keywords.

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