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Measuring Service Quality in Higher Education: The Case of Serbia

Author

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  • Ljiljana Kontic

    (Faculty of Legal and Business Studies, Serbia)

Abstract

The main aim of this study is to investigate the potential to apply the SERVPERF scale for assessing service quality during the Bologna Process and Higher Education reform in Serbia. The research sample consisted of 109 students of a Faculty of Management at one Serbian University. The questionnaire was designed based upon the SERVPERF survey. Terminology modifications for higher education context were made. The research findings revealed a change of proposed scale, especially in dimension Responsiveness. The management students perceived that the most important dimensions were Assurance and Reliability, followed by Responsiveness and Empathy. The students' perceptions of dimension Responsiveness was the different across gender. The perceptions of service quality elements change over a period of study, with Reliability elements having increasing importance. The factor analysis showed that the modified questionnaire is adequate for assessing the service performance in higher education in Serbia. The main areas for quality improvement for course management teams are suggested.

Suggested Citation

  • Ljiljana Kontic, 2014. "Measuring Service Quality in Higher Education: The Case of Serbia," Human Capital without Borders: Knowledge and Learning for Quality of Life; Proceedings of the Management, Knowledge and Learning International Conference 2014,, ToKnowPress.
    • Handle: RePEc:tkp:mklp14:645-654
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    Citations

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    Cited by:

    1. Yahia-Berrouiguet ABDELKRIM & Bensmain Abdessalem SALIM, 2015. "Assessment Of The Service Quality In The Preparatory School Of Economics Through Servperf Model," Romanian Economic Business Review, Romanian-American University, vol. 10(4), pages 127-136, december.
    2. Khairunnisa & Agus Purwito & Pudji Muljono, 2017. "The Major Minor Curriculum Application in Preparing the Communication Science and Community Development Graduates to the World of Work: Graduates Perception (Case Study in Bogor Agricultural Universit," Journal of Education and e-Learning Research, Asian Online Journal Publishing Group, vol. 4(3), pages 100-107.
    3. Jamila Jaganjac, 2016. "Strengthening Company Image In Service Sector By Improving Relational Capital," Eurasian Journal of Business and Management, Eurasian Publications, vol. 4(4), pages 21-33.
    4. Soni Sanjay & Govender Krishna, 2018. "The Relationship between Service Quality Dimensions and Brand Equity: Higher Education Students’ Perceptions," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 26(3), pages 71-87, September.

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