Service Quality in Higher Education: Expectations and Perceptions of Students
Asim, Ahmed; Kumar, Naresh
Asian Journal of Contemporary Education, v2 n2 p70-83 2018
https://eric.ed.gov/?id=EJ1265991
Application of the SERVQUAL Model for the Evaluation of the Service Quality in Moroccan Higher Education: Public Engineering School as a Case Study
Goumairi, Ouissal; Aoula, Es-Saâdia; Ben Souda, Souad
International Journal of Higher Education, v9 n5 p223-229 2020
The SERVQUAL model, applied to the educational system and more precisely higher education, allows to quantify the non-quality by measuring the gap between the perception of the students and their expectations for a good service. It has the advantage of helping decision-makers take corrective actions needed to improve the service quality provided by universities as a part of a process of continuous improvement to achieve higher degree of excellence.
https://eric.ed.gov/?id=EJ1270484
Case Study of Implementing TQM in Oregon State University in 1989
Updated on 9 March 2023
Pub 18.8.2021
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