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A review of application of servqual model globally to measure perceived service quality in higher education

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Original Article

Author Details : Linsha Thankachan*

Volume : 6, Issue : 3, Year : 2019

Article Page : 142-146

https://doi.org/10.18231/j.jmra.2019.029

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Abstract

Customer service and quality of the service provided are considered to be the most important and significant forces in a service driven organization. Customer satisfaction being the tool to measure if the expectations of the customers are met. The present research focuses on service quality provided by the higher education. Higher education in today’s world is facing tremendous competition, thereby constantly looking forward to gain competitive advantage over other competitors. The customer set to be satisfied or more precisely the target customers being the students themselves, service quality provided depends mainly on the perceptions they hold about how well their needs and wants are being satisfied. These perceptions on quality service provided are made based on different factors and sets of services provided, be it the quality of teaching, infrastructure or other tangibles. The research here focuses on one such model which measures the service quality. The model discussed below is SERVQUAL Model given by Parasuraman et al. The research also focuses on how this model is being used effectively globally across different borders in order to bring improvements in the service provided, as change being the only constant while what varies is how and with what the needs are met and the expectations of the students as customers are met or exceeded for that matter.

Keywords: SERVQUAL, Service quality, Quality management, Higher education.

How to cite : Thankachan L, A review of application of servqual model globally to measure perceived service quality in higher education. J Manag Res Anal 2019;6(3):142-146

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