THE SERVICES QUALITY LEVEL ASSESSESMENT IN THE TECHNICAL UNIVERSITY WITH SERVQUAL METHOD APPLYING

  • Renata Stasiak-Betlejewska Czestochowa University of Technology Faculty of Management
  • Michael Kaye University of Portsmouth
  • Marilyn Dyason Quality Partnership Solutions Limited
  • Katarina Stachová School of Economics and Management in Public Administration
  • Hana Urbancová Czech University of Life Sciences Prague
Keywords: expectations, perception, SERVQUAL, service quality, university services

Abstract

Contemporary universities services quality level concerns mainly the education efficiency evaluation that results from the learning outcomes realization and innovative features of the teaching programs that differ universities offers. Technical universities attention is focused on ministerial requirements fulfillment which are strictly concentrated on the students skills obtaining in the relation to the employers’ market. The university services quality analysis ignores common expectations of students and candidates for students related to the technical or functional quality, such as university facilities and administrative workers empathy. The aim of this study is to identify the expectations of both students and candidates for studies at technical universities, what allows to identify university services quality level and areas needs improvement in terms of not only the educational services but also technical university facilities. Results show significant importance of the all examined service quality aspects in the context of expectations of candidates and students’ perception. Research findings allow not only to identify the technical university services quality, but also to support the university development within the scientific research process assistance.

References


  • Asubonteng, P., McCleary, K.J., Swan, J.E. (1996) 'SERVQUAL revisited; a critical review of service quality', The Journal of Service Marketing, vol. 10, no. 6, pp. 62-81.

  • Beddowes, P., Gulliford, S., Knight, M., Saunders, I. (1988) Service Success! Who Is Getting There?, Operations Management Association, University of Nottingham, Nottingham.

  • Broady-Preston, J., Preston, H. (1999), “Demonstrating quality in academic libraries”, New Library World, vol. 100, no. 3, pp. 124-129.

  • Brysland, A., Curry, A. (2001) ‘Service improvements in public services using SERVQUAL’, Managing Service Quality, vol. 11, no. 6, pp. 389-401.

  • Buttle, F. (1996) ‘SERVQUAL: review, critique, research agenda’, European Journal of Marketing, vol. 30, no. 1, pp. 8-32.

  • LeBlanc, G., Nguyen, N. (1988) ‘Customers’ Perceptions of Service Quality in Financial Institutions’, International Journal of Bank Marketing, vol. 6, no. 4, pp. 7-18.

  • Edvardsson, B., Gustavsson, B.O., Riddle, D.J. (1989) ‘An Expanded Model of the Service Encounter with Emphasis on Cultural Context’, Research Report 89;4, CTF, Services Research Centre, University of Karlstad, Sweden.

  • Furková, A. (2013) ‘Alternative approaches to efficiency evaluation of higher education institutions’, Journal on Efficiency and Responsibility in Education and Science, vol. 6, no. 3, pp. 167-178. ISSN: 1803-1617. http://dx.http://doi: 10.7160/eriesj.2013.060304

  • Galloway, L. (1998), “Quality perceptions of internal and external customers: a case study in educational administration”, The TQM Magazine, vol. 10, no. 1, pp. 10-26.

  • Heywood-Farmer, J. (1988), “A conceptual model of service quality”, International Journal of Operations & Production Management, vol. 6, no. 3, pp. 5-9.

  • Hill, F.M. (1995) 'Managing service quality in higher education; the role of the student as primary consumer', Quality Assurance in Education, vol. 3, no. 3, pp. 10-21.

  • Johnson, R.H., Winchell, W.O. (1988) 'Educating for quality', Quality Progress, vol. 2, pp. 48-50.

  • Kostolányová, K., Šarmanová, J., Takács, O., (2011) 'Adaptation of teaching process based on a student’s individual learning needs', Journal on Efficiency and Responsibility in Education and Science, vol. 4, no. 1, pp. 3-17.

  • Kaye, M., Dyason, M. (2013) ‘Delivering “more for less” in the public sector: a criminal justice system case study’, Proceeding of 14 International Symposium on Quality, Quality against recession, Rovinj, pp. 571-581. ISBN 978-953-57036-3-1.

  • Lewis, B.R. (1989) 'Quality in the service sector – a review', International Journal of Bank Marketing, vol. 7, no. 5, pp. 4-12.

  • Moore, C.D. (1987) 'Outclass the competition with service distinction', Mortgage Banking, vol. 47, no. 11.

  • Nash, C.A. (1988) 'A question of service: action pack', Business Management Programme, Hotel and Catering Industry Training Board, National Consumer Council, London.

  • Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1985) 'A conceptual model of service quality and its implications for future research', Journal of Marketing, vol. 49, Fall, pp. 41-50.

  • Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1988) 'SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality', Journal of Retailing, vol. 64, no. 1, pp. 12-40.

  • Philip, G., Hazlett, S. (1997) 'The measurement of service quality: a new ‘P-C-P’ attributes model', International Journal of Quality & Reliability Management, vol. 14, No. 2/3, pp. 260-286.

  • Robledo, M.A. (2001) 'Measuring and managing service quality: integrating customer expectations', Managing Service Quality, vol. 11, no. 1, pp. 22-31.

  • Stacho, Z., Urbancová, H., Stachová, K. (2013) 'Organisational Arrangement of Human Resources Management in Organisations Operating in Slovakia and Czech Republic', Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, vol. 6, no. 62.

  • Urbancová, H. (2012) 'Conditions and Principles for Knowledge Continuity Ensuring in Organizations', Scientia Agriculturae Bohemica, vol. 43, no. 4, pp. 166–172.

  • Urbancová, H., Urbanec, J. (2013) 'Learning methods in the Czech and Slovak organizations', [In:] Efficiency and Responsibility in Education, 10th International Conference, pp. 618-625. ISBN 978-80-213-2378-0.

  • Urbancová, H. (2010) 'Role of ICT in area of Knowledge Management', [In:] Efficiency and Responsibility in Education, 7th International Conference, pp. 244-252. ISBN 978-80-213-2084-0.

  • Vostrá Vydrová, H., Jindrová, A., Dömeová, L. (2012) ‘Evaluation of results in chosen subjects and analysis of the motivation of distance students’, Journal on Efficiency and Responsibility in Education and Science, vol. 5, no. 1, pp. 36–37. http://dx.http://doi: 10.7160/eriesj.2012.050104

  • Waugh, R.F. (2002) 'Academic perceptions of administrative quality at universities', Journal of Educational Administration, vol. 40, no. 2, pp. 172-188.

  • Zeithaml, V. (1987) 'Defining and Relating Price, Perceived Quality and Perceived Value', Marketing Services Institute Report, no. 87-101, Marketing Services Institute, Cambridge, MA.

Published
2014-12-31
How to Cite
Stasiak-Betlejewska, R., Kaye, M., Dyason, M., Stachová, K. and Urbancová, H. (2014) ’THE SERVICES QUALITY LEVEL ASSESSESMENT IN THE TECHNICAL UNIVERSITY WITH SERVQUAL METHOD APPLYING’, Journal on Efficiency and Responsibility in Education and Science, vol. 7, no. 3-4, pp. 53-58 https://doi.org/10.7160/eriesj.2014.070302.
Section
Research Paper