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An Empirical Investigation into the Construct of Higher Education Service Quality

Year 2011, Volume: 1 Issue: 3, 30 - 42, 01.09.2011

Jaroslav Dado Janka Taborecka-petrovicova Dejan Riznic Tamara Rajic

Abstract

The paper addresses the issue of higher education service quality measurement and stresses the need of devising psychometrically as well as diagnostically sound measurement instruments, suitable to the context being investigated. The study builds upon the SERVQUAL scale, the inventory successfully tried and tested across a broad spectrum of service industries. Notwithstanding significant resemblance with the original five dimensions of service quality, research findings indicate six-dimensional structure of the construct of higher education service quality. Study performed on a sample of Engineering Management students reveals perceptions falling short of expectations across all of the determinants of service quality. The largest negative gap between students’ perceptions and expectations has been discovered concerning the potential for future career development, whereas research findings indicate the same dimension to be the most important predictor of students’ future behavioral intentions. In an attempt to inspire further interests in this field, managerial implications and directions for future research have been discussed.

Keywords

Higher education Service quality measurement SERVQUAL

Year 2011, Volume: 1 Issue: 3, 30 - 42, 01.09.2011

Jaroslav Dado Janka Taborecka-petrovicova Dejan Riznic Tamara Rajic

Abstract

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Details

Other ID JA59RT98SD
Journal Section Research Article
Authors

Jaroslav Dado This is me

Janka Taborecka-petrovicova This is me

Dejan Riznic This is me

Tamara Rajic This is me

Publication Date September 1, 2011
Published in Issue Year 2011 Volume: 1 Issue: 3

Cite

APA Dado, J., Taborecka-petrovicova, J., Riznic, D., Rajic, T. (2011). An Empirical Investigation into the Construct of Higher Education Service Quality. International Review of Management and Marketing, 1(3), 30-42.
AMA Dado J, Taborecka-petrovicova J, Riznic D, Rajic T. An Empirical Investigation into the Construct of Higher Education Service Quality. IRMM. September 2011;1(3):30-42.
Chicago Dado, Jaroslav, Janka Taborecka-petrovicova, Dejan Riznic, and Tamara Rajic. “An Empirical Investigation into the Construct of Higher Education Service Quality”. International Review of Management and Marketing 1, no. 3 (September 2011): 30-42.
EndNote Dado J, Taborecka-petrovicova J, Riznic D, Rajic T (September 1, 2011) An Empirical Investigation into the Construct of Higher Education Service Quality. International Review of Management and Marketing 1 3 30–42.
IEEE J. Dado, J. Taborecka-petrovicova, D. Riznic, and T. Rajic, “An Empirical Investigation into the Construct of Higher Education Service Quality”, IRMM, vol. 1, no. 3, pp. 30–42, 2011.
ISNAD Dado, Jaroslav et al. “An Empirical Investigation into the Construct of Higher Education Service Quality”. International Review of Management and Marketing 1/3 (September 2011), 30-42.
JAMA Dado J, Taborecka-petrovicova J, Riznic D, Rajic T. An Empirical Investigation into the Construct of Higher Education Service Quality. IRMM. 2011;1:30–42.
MLA Dado, Jaroslav et al. “An Empirical Investigation into the Construct of Higher Education Service Quality”. International Review of Management and Marketing, vol. 1, no. 3, 2011, pp. 30-42.
Vancouver Dado J, Taborecka-petrovicova J, Riznic D, Rajic T. An Empirical Investigation into the Construct of Higher Education Service Quality. IRMM. 2011;1(3):30-42.