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Journal articles on the topic 'Education quality and education service'

Author: Grafiati

Published: 4 June 2025

Last updated: 1 August 2025

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1

Firdaus, Rangga, Sunarno, Ahmad Fahmi, Fadhillah, and Mowafg Masuwd. "Improving the Quality of Education Through Quality of Service and Education Costs." Nidhomul Haq : Jurnal Manajemen Pendidikan Islam 9, no. 3 (2025): 756–68. https://doi.org/10.31538/ndhq.v9i3.63.

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The quality of education is a key measure of an educational institution's ability to produce high-achieving students. Such institutions must provide effective learning services and ensure education costs remain affordable and aligned with students' needs. This research adopts a quantitative approach, using statistical analysis to process data gathered through questionnaires. The results highlight that service quality (X1) and education costs (X2) have a significant and positive impact on education quality (Y), both independently and collectively. Specifically, the t-test reveals that the t-val

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Angell, Robert J., Troy W. Heffernan, and Phil Megicks. "Service quality in postgraduate education." Quality Assurance in Education 16, no. 3 (2008): 236–54. http://dx.doi.org/10.1108/09684880810886259.

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Quinn, Anita, Gina Lemay, Peter Larsen, and Dana M. Johnson. "Service quality in higher education." Total Quality Management & Business Excellence 20, no. 2 (2009): 139–52. http://dx.doi.org/10.1080/14783360802622805.

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Gök, Başak, and Hadi Gökçen. "Distance Education Service Quality in Turkey." Journal of Education in Black Sea Region 6, no. 2 (2021): 29–43. http://dx.doi.org/10.31578/jebs.v6i2.229.

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Universities occupy an important place in the training of qualified manpower needed by a country, in the production of knowledge and in service to the society with the educational services they provide. Due to the limited capacity and increasing demand in higher education, distance education (DE) programs in universities are spreading rapidly. In this study, the components affecting the service quality perception of the DE service offered and the score of the students, who are the most important customers of the DE program, were determined. Service quality was measured by DE-SERVQUAL, which ha

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Oktaviani, Safitri, Ayunda Pratiwi, Sri Wulandari, and Dedet Erawati. "Public Service Mall: Integration Quality In Education Services." Jurnal Polisci 3, no. 2 (2025): 64–77. https://doi.org/10.62885/polisci.v3i2.841.

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Background. The Public Service Mall (MPP) faces challenges, such as complex digital platforms and long service times, especially for people who are less tech-savvy. Aims. This study aims to analyze the implementation of public services at the Majalengka District Education Office through the Public Service Mall (MPP), using Indra Bastian's public service theory, which focuses on six key indicators: accountability, transparency, efficiency, effectiveness, responsiveness, and public satisfaction. Methods. This qualitative study employs interviews, observations, and documentation to collect data f

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Riofita, Hendra, and Muhammad Amjed Iqbal. "Enhancing Islamic Higher Education Image as the Halal Industry Driving Indonesian Halal Industries." Journal of Digital Marketing and Halal Industry 4, no. 1 (2022): 77–90. http://dx.doi.org/10.21580/jdmhi.2022.4.1.12439.

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Islamic higher education image as the halal industry driving Indonesian halal industries should be improved along with the increasing role of higher educations to succeed halal industry, through the services provided to the implementation of three pillars in the fields of academics, research and supporting elements or community services. This study aims to develop e-halal service quality, as an electronic service to enhance the image. Considering that electronic services are part of service innovation, and there is not enough evidence for such service innovation to enhance image, this study al

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Putra, R. R. J., and B. L. Putro. "Smart education: educational service system for equal quality education." Journal of Physics: Conference Series 1280 (November 2019): 032029. http://dx.doi.org/10.1088/1742-6596/1280/3/032029.

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Junaidah, Junaidah. "Adapting of Quality Education; Towards Excellent and Competitive Higher Education." AL-TANZIM: Jurnal Manajemen Pendidikan Islam 6, no. 1 (2022): 207–17. http://dx.doi.org/10.33650/al-tanzim.v6i1.3232.

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This study aims to analyze the adaptation of higher education in facing the dynamics of the times so that excellence and being able to win the competition. This study uses a phenomenological type of qualitative approach, in which researchers collect data through interviews, observation, and documentation. The data analysis technique is carried out through condensation, display, and data verification stages. The results showed that Raden Intan State Islamic University of Lampung has various strategies in improving the quality of its education through vision, leadership, and managerial reformula

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��, I. Burlakova, ��, and G. Chugarova. "Education Quality Assessment by Students." Standards and Monitoring in Education 4, no. 5 (2016): 13–17. http://dx.doi.org/10.12737/22510.

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Questions of education quality have the key positions on the educational services market. The problem of education quality assessment and the problem of education compliance with the requirements of the state and society remain relevant today. Education quality assessment is conducted to ensure quality control and provide objective information to all stakeholders. The tasks of the education quality assessment are: objective monitoring and evaluation of educational achievements of students; conducting of systematic and comparative analysis of educational service quality; infor

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Adhikari, Yadav. "Effect of Education on Service Quality of Service Industries." Social Inquiry: Journal of Social Science Research 4, no. 1 (2022): 64–83. http://dx.doi.org/10.3126/sijssr.v4i1.64807.

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The service sectors always focus to upgrade and improve the service quality when they pursue the new product or services to the customers. Based on the service quality literature, this paper assesses the five dimension of SERVQUAL model and make a gap analysis including antecedents of gaps and effects of education to mould the service quality in different organizational settings, most importantly in the service sector. To collect the information and knowledge on service quality, different service quality literature, practices as well as notions of the service delivery of different service sect

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Vitaloka, Wulansari, Alrizka Hairi Dilfa, and Dwi Setyorini. "Ecological Education as a Strategy for Optimizing Education Service Standards." Buana Pendidikan Jurnal Fakultas Keguruan dan Ilmu Pendidikan 18, no. 2 (2022): 164–73. http://dx.doi.org/10.36456/bp.vol18.no2.a5244.

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The key to the progress of a nation is through education. The benchmark for the success of a good education system arrangement is when educational institutions make the National Education Standards an indicator of Quality and Educational Services. Therefore, the purpose of this article is to identify Education Ecology in improving educational service standards and implementation strategies in education through synergy with educational ecology. The research method used is descriptive with a literature review. The data obtained were collected through the literature related to content analysis. T

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Kang, Man-Su, Sang-Kyu Park, and Yeung-Ki Suk. "IT Service Quality, Business Education Service Quality and Its Outcomes." Journal of the Korea society of IT services 11, no. 2 (2012): 169–83. http://dx.doi.org/10.9716/kits.2012.11.2.169.

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Roberts, Paula, and Helena Priest. "Education: improving quality through service enhancement." Nursing Standard 21, no. 18 (2007): 42–46. http://dx.doi.org/10.7748/ns2007.01.21.18.42.c6399.

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Roberts, Paula, and Helena Priest. "Education: improving quality through service enhancement." Nursing Standard 21, no. 18 (2007): 42–46. http://dx.doi.org/10.7748/ns.21.18.42.s49.

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Teeroovengadum, Viraiyan, T. J. Kamalanabhan, and Ashley Keshwar Seebaluck. "Measuring service quality in higher education." Quality Assurance in Education 24, no. 2 (2016): 244–58. http://dx.doi.org/10.1108/qae-06-2014-0028.

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Purpose – This paper aims to develop and empirically test a hierarchical model for measuring service quality in higher education. Design/methodology/approach – The first phase of the study consisted of qualitative research methods and a comprehensive literature review, which allowed the development of a conceptual model comprising 53 service quality attributes. Quantitative methods were used for the second phase so as to test the dimensionality of the measurement instrument and assess its validity and reliability. A sample of 207 students was surveyed, and data were analysed using exploratory

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Jain, Rajani, Gautam Sinha, and Sangeeta Sahney. "Conceptualizing service quality in higher education." Asian Journal on Quality 12, no. 3 (2011): 296–314. http://dx.doi.org/10.1108/15982681111187128.

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Yeo, Roland K. "Brewing service quality in higher education." Quality Assurance in Education 16, no. 3 (2008): 266–86. http://dx.doi.org/10.1108/09684880810886277.

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Joseph, Mathew. "Determinants of Service Quality in Education." Journal of Professional Services Marketing 16, no. 1 (1998): 43–71. http://dx.doi.org/10.1300/j090v16n01_03.

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Rizos, Spiridon, Eleni Sfakianaki*, and Andreas Kakouris. "Quality of Administrative Services in Higher Education." European Journal of Educational Management 5, no. 2 (2022): 115–28. http://dx.doi.org/10.12973/eujem.5.2.115.

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<p style="text-align: justify;">This study investigates the quality of higher education institutes’ (HEIs’) administrative services by assessing student satisfaction in the context of Total Quality Management (TQM). Differences between students’ perceptions and expectations of administrative service quality are examined and discussed. A questionnaire survey was developed employing the SERVQUAL service quality model, the results of which were further enhanced by the application of importance-performance analysis (IPA). All five dimensions of the model were explored (reliability, assurance

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PalaniNathaRaja, M., S. G. Deshmukh, and Subhash Wadhwa. "Measuring service quality in technical education and healthcare services." International Journal of Services and Operations Management 2, no. 3 (2006): 222. http://dx.doi.org/10.1504/ijsom.2006.009858.

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Nurismilida, Nurismilida. "THE ANALYSIS OF SERVICES QUALITY EDUCATION BY TEACHER’S PROFESSION IN THE MINIMUM OF SERVICE STANDARDS." ELEMENTARY SCHOOL JOURNAL PGSD FIP UNIMED 5, no. 2 (2016): 33–36. http://dx.doi.org/10.24114/esjpgsd.v5i2.4464.

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22

Sanjay, Soni, and Krishna Govender. "South Africa University students’ perceptions of key education service quality determinants." Problems and Perspectives in Management 16, no. 3 (2018): 377–88. http://dx.doi.org/10.21511/ppm.16(3).2018.30.

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Understanding higher education (HE) service quality is critical for success in a highly competitive environment, since through a better understanding of the determinants of HE service quality, HE managers and leaders could better manage HE service quality better. A survey was conducted among a purposive judgmental sample of 400 students, from two HE institution campuses in SA, to identify their perceptions of key service quality determinants (KSQDs), and the importance of the KSQDs, by using a semi-structured questionnaire. It was ascertained that students ranked KSQDs as follows: Responsivene

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Darlin, Darlin, Petrus Petrus, and Asrin Tandi. "Strategy Analysis of Non-Formal Education Service Quality at The Department of Education and Culture, Mamasa District." Devotion Journal of Community Service 3, no. 2 (2021): 141–48. http://dx.doi.org/10.36418/dev.v3i2.117.

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   The implementation of Non-formal Education at the Mamasa Regency Education and Culture Office is still limited in services, both in providing facilities and infrastructure, and other supports so that it is necessary to get maximum service. Research purposes to describe the quality of public and innovative services in the field of non-formal education at the Mamasa District Education and Culture Office, to realize a public service quality strategy with excellent character in the field of non-formal education at the Mamasa District Education and Culture Office. The data used

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Theresiawati, Theresiawati, Henki Bayu Seta, and Artika Arista. "Implementing quality function deployment using service quality and Kano model to the quality of e-learning." International Journal of Evaluation and Research in Education (IJERE) 12, no. 3 (2023): 1560. http://dx.doi.org/10.11591/ijere.v12i3.25511.

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<span lang="EN-US">E-learning has become an important aspect of university education. System evaluation must be carried out by higher education management to identify the number of e-learning successes and future improvement efforts. Three research methodologies were used in this study to measure, classify, and translate service quality into an improvement process, namely SERVQUAL, Kano model, and quality functional deployment (QFD). A survey involving 219 UPN “Veteran” Jakarta students as e-learning users were done to examine the developed methodology. The partial least square (PLS) met

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Hasan, Mahamudul, and Md Zakir Hosen. "University Service Quality." International Journal of Asian Education 1, no. 3 (2020): 135–46. http://dx.doi.org/10.46966/ijae.v1i3.46.

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The present study explores the effect on student satisfaction and student loyalty of higher education service quality dimensions. Ensuring quality improvement and implementation of strategies for the tertiary education sector has become critical. Moreover, the study also tests the mediating impact of university reputation and external prestige between university service quality and satisfaction and loyalty. Data has collected through a structured questionnaire from a sample of 390 graduate and undergraduate students of two public universities in Bangladesh. The study reflects that the performa

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Thi, Hong-Van, Quynh Anh, Mai-Huong Thi, Kien The, Tham Nguyen, and Hung Thanh. "Vietnamese Students’ Satisfaction toward Higher Education Service: The Relationship between Education Service Quality and Educational Outcomes." European Journal of Educational Research 10, no. 3 (2021): 1397–410. http://dx.doi.org/10.12973/eu-jer.10.3.1397.

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<p style="text-align: justify;">Student satisfaction with education service has been considered one of the most critical strategic factors to attract students of higher education institutions around the world. Various models of satisfaction with education service quality have been developed to motivate actions towards improving the education quality. This study aimed to confirm a Vietnamese theoretical five-dimension model of student satisfaction with higher education service and investigate the relationship between student satisfaction with education service quality and student satisfac

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Liu, Hong-Xia, Yong-Heng Zhang, and Sang-Bing Tsai. "Cloud Education Chain and Education Quality Evaluation Based on Hybrid Quantum Neural Network Algorithm." Wireless Communications and Mobile Computing 2021 (August 10, 2021): 1–11. http://dx.doi.org/10.1155/2021/1909345.

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This paper proposes the functional model and application service implementation process of the education cloud platform application service architecture. The entire cloud application service architecture mainly includes four parts: cloud service management, cloud application service rapid creation and deployment, dynamic process configuration, and unified identity authentication. Based on the basic theory of workflow, the process status and business services of cloud application services are discussed. The BP neural network weight optimization model based on the improved quantum evolution meth

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Lockwood, Andrew. "Applying service quality concepts to hospitality education." Education + Training 37, no. 4 (1995): 38–44. http://dx.doi.org/10.1108/00400919510088915.

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Trivellas, Panagiotis, and Dimitra Dargenidou. "Leadership and service quality in higher education." International Journal of Quality and Service Sciences 1, no. 3 (2009): 294–310. http://dx.doi.org/10.1108/17566690911004221.

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Joseph, Mathew, and Beatriz Joseph. "Service quality in education: a student perspective." Quality Assurance in Education 5, no. 1 (1997): 15–21. http://dx.doi.org/10.1108/09684889710156549.

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Lee, Young-Hwan, and Hea-June Jeon. "Students' information communication skill affecting relationship among technology acceptance, education service quality, relationship quality, and education service satisfaction." Journal of the Korea Industrial Information Systems Research 16, no. 5 (2011): 73–81. http://dx.doi.org/10.9723/jksiis.2011.16.5.073.

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Khattab, Farah. "Developing a Service Quality Model for Private Higher Education Institutions in Lebanon." GATR Journal of Management and Marketing Review 3, no. 1 (2018): 24–33. http://dx.doi.org/10.35609/jmmr.2018.3.1(4).

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Objective - The objective of this study is to identify and implement the most suitable and prominent dimensions for service quality, which is key for the development of a successful model. Within a competitive academic environment, Lebanese higher education institutions are forced to develop their own dimensions of service quality and offer higher quality services than their competitors. Therefore, identifying the key dimensions of service quality in the Lebanese higher education sector is a priority for universities, to improve their overall services and maintain high levels of retention. The

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Ahmed, Selim, and Muhammad Mehedi Masud. "Measure Service Quality of a Higher Educational Institute towards Student Satisfaction." American Journal of Educational Research 2, no. 7 (2014): 447–55. http://dx.doi.org/10.12691/education-2-7-3.

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Kurnia, Wahyu Ismail, Radeng Hendang, and Atina Buton. "STRATEGI PENINGKATAN KUALITAS PELAYANAN PENDIDIKAN PADA PERGURUAN TINGGI." Journal of Industrial Engineering Management 4, no. 2 (2019): 11–22. http://dx.doi.org/10.33536/jiem.v4i2.449.

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Service quality is the totality of the characteristics of goods and services used to meet customer needs, the visible and the invisible. The quality of education services in the industrial engineering department of Iqra Buru Namlea university is still very decent, it needs to be improved. The purpose of this study is to study the quality needs of education and develop strategies to improve the quality of educational services in the Department of Industrial Engineering, Iqra Buru Namlea University. This study uses Servqual (quality of service) and QFD (Quality Function Deployment) methods in pl

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Cetinski, Vinka, and Violeta Sugar. "EDUCATION FOR QUALITY TOURISM MANAGEMENT." Tourism and hospitality management 15, no. 2 (2009): 229–45. http://dx.doi.org/10.20867/thm.15.2.7.

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In every analysis of the economic development of Croatia, education is pointed out as a key factor. With the share of highly educated in the workforce of less than 15 percent, Croatia is seriously lagging behind developed countries. Human resource management (HRM) is a philosophy, a way of thinking for each employee. It is especially important in service, work–intensive fields, such as tourism. Croatia should, as a country which declared itself tourism country, as soon as possible apply the good experiences, adopt ways of application and the practice and results of the HRM philosophy. It is im

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Zhou, Linlin, Yaxin Xie, Huihui Chen, and Xiaoming Yi. "Exploring Higher Education International Student Education Management Based on Refined Management Approach." Journal of Education and Educational Research 6, no. 1 (2023): 15–21. http://dx.doi.org/10.54097/jeer.v6i1.14133.

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From the current perspective of management models, admission methods, management concepts, and service quality of international students in universities, we need to pursue a more refined approach in overall management. In terms of recruitment, improvements should be made in market segmentation, increased promotional efforts, enhanced information services, and the establishment of a comprehensive evaluation mechanism for the quality of student sources. Regarding daily management and services, it is necessary to construct a sound management system for foreign students, promoting the formation an

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Sharabati, Abdel-Aziz Ahmad, Mohammad M. Alhileh, and Hesham Abusaimeh. "Effect of service quality on graduates’ satisfaction." Quality Assurance in Education 27, no. 3 (2019): 320–37. http://dx.doi.org/10.1108/qae-04-2018-0035.

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PurposeThe purpose of this paper is to investigate the effect of service quality on graduates’ satisfaction as perceived by Middle East University (MEU) graduates.Design/methodology/approachThis research is cross-sectional and aims to explore the effect of service quality dimensions (academic staff, administration, classrooms and library services) on graduates’ satisfaction. Data were collected from 399 graduates. After confirming validity, reliability and normality of the data, and the correlation between variables, multiple regressions were used to test the hypothesis.FindingsThe results sho

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Mardianto, Anjar Pradipta, Muh Nurtanzis Sutoyo, and Alders Paliling. "Public Education to Maintain the Quality of Population Data." MEKONGGA: Jurnal Pengabdian Masyarakat 1, no. 1 (2024): 21–26. http://dx.doi.org/10.69616/mekongga.v1i1.171.

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Community service is an effort to apply science and knowledge in solving problems faced by society. One important aspect of community service is maintaining population data. Accurate and up-to-date population data is very important for development planning, public policy and various other purposes. Population data is a type of data that has strategic value in development planning, public services, social policy and various other activities. However, there are challenges in managing and maintaining population data so that it remains accurate, reliable and can be accessed easily. Community servi

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Boikov, V.E. "Availability and quality of education." Sociology of Power, no. 1 (June 5, 2009): 9–11. https://doi.org/10.5281/zenodo.13374731.

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The article represents basic results of selective survey of Russian public and experts, conducted by Sociological Center of Russian Academy for Public Service (RAGS) by order of Ministry of Education and Science of the Russian Federation, that characterize respondents' opinions on availability and quality of preschool, formal and professional education.  

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Zammuto, Raymond F., Susan M. Keaveney, and Edward J. O'Connor. "Rethinking Student Services: Assessing and Improving Service Quality." Journal of Marketing for Higher Education 7, no. 1 (1996): 45–70. http://dx.doi.org/10.1300/j050v07n01_05.

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M.Ezhilarasan and R.Jayabharathi. "Paradigm Shift in Quality of Education." Shanlax International Journal of Management 6, no. 2 (2019): 115–18. https://doi.org/10.5281/zenodo.2591109.

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Business houses across the globe identify quality as a key competing strategy either to sustain, improve, or augment their market share, whether they are involved in manufacturing and distributing products or delivering service, or both,. Hence, industries are weighing up on generation of innovative processes using principles of quality management with a sight to design methods and procedures that effectively control and quality can be guaranteed in the quest of excellence. The vision and mission of organizations may vary, but business houses attempt to identify customer necessity and deliver

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POPELO, Olha, and Anatolii MELNYCHENKO. "ORGANIZATIONAL CULTURE OF HIGHER EDUCATION INSTITUTIONS AS A FACTOR FOR IMPROVING THE QUALITY OF EDUCATIONAL SERVICES." Herald of Khmelnytskyi National University. Economic sciences 304, no. 2(2) (2022): 232–36. http://dx.doi.org/10.31891/2307-5740-2022-304-2(2)-36.

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The article examines the impact of the organizational culture of higher education institutions on the quality of providing educational services. It has been proven that the organizational culture of a higher education institution should adapt to the modern conditions of the development of the educational environment, take into account social changes and trends, and also be aimed at achieving the goal, fulfilling tasks and developing the higher education institution in accordance with modern educational trends. It is substantiated that for the formation and development of the organizational cul

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Et. al., Hon Tat, Huam. "The Quality And Satisfaction Of Online Higher Education Environment." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 6 (2021): 1004–10. http://dx.doi.org/10.17762/turcomat.v12i6.2413.

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The rapid growth of online higher education in any part of the world warrants the writing of this paper. Indeed, quality in higher education services is increasingly put in the spotlight in recent years. Service quality must be achieved and maintained at a certain level while responding to the needs of students. Today, online higher education providers should be accountable for the quality of education, particularly with regards to the issue of assuring the delivery of quality online educational programs that they provide. This paper highlights the link between service quality and student sati

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Cahyati, Tetet, and Diah Pudjiastuti. "Innovation in Education Service Policies in Indonesia." Jurnal Aktor 2, no. 1 (2023): 33. http://dx.doi.org/10.26858/aktor.v2i1.46922.

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This article examines the innovative policies in education service delivery in Indonesia. It explores the background and rationale behind the need for policy innovation in the education sector. The article discusses various innovative approaches and initiatives introduced by the Indonesian government to enhance the quality, accessibility, and inclusivity of education services. It analyzes the impact and challenges of these innovative policies and provides recommendations for further improvement. The article concludes by emphasizing the importance of continuous innovation and collaboration to e

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Ziden, Azidah Abu. "Influence of Lecturers Perception of Internet Service Quality in Nigeria Higher Education." International Journal of Psychosocial Rehabilitation 24, no. 5 (2020): 506–15. http://dx.doi.org/10.37200/ijpr/v24i5/pr201715.

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Laliyo, Surajuddin, Idrus Usu, Yakup Yakup, and Deby R. Karundeng. "Service Strategy for Higher Education Service Institutions Region XVI Gorontalo." International Journal Of Education, Social Studies, And Management (IJESSM) 3, no. 2 (2023): 46–58. http://dx.doi.org/10.52121/ijessm.v3i2.153.

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The research objective was to determine the role of the XVI Gorontalo Higher Education Service Institutions in implementing service strategies for improving the management quality of private tertiary institutions, especially in terms of internal and external service strategies and managerial roles in improving the quality management performance of private tertiary institutions within the XVI region Higher Education Service Institutions. Gorontalo. The analytical method uses a technical SWOT analysis. The results of the study show that the Higher Education Service Institution (LLDIKTI) as a fac

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Istaryatiningtias, Istaryatiningtias, and Daliman Daliman. "Management of Education Services for Children." Journal of Education Research and Evaluation 5, no. 1 (2021): 50. http://dx.doi.org/10.23887/jere.v5i1.31583.

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This research was motivated by the fact that the quality of management education services for deaf children has not been fulfilled. This research is important to do to determine the quality of education service management for children with hearing impairment. The research method used by researchers is descriptive qualitative research. In this study the authors found the results of their research; (1) Old buildings that cost money. (2) Teacher competition in controlling the Maternal Reflective Method (MMR) is caused by weak knowledge, skills and abilities in providing educational services to ch

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Mohindra, Abhishek, Gurmeet Singh, and Mandeep Mandeep. "Comparison of Expectation and Perception of Education Service Quality among Perspective Physical Education Professionals." European Journal of Education and Pedagogy 3, no. 3 (2022): 152–55. http://dx.doi.org/10.24018/ejedu.2022.3.3.338.

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Background: Service quality is an important indicator of the programme quality and satisfaction levels among service sectors like offices, banks, recreation clubs, universities etc. The number of studies devoted to service quality in the field of Physical Education is limited. The present study aims to determine the difference in the expectations and perceptions of education service quality among boys and girls studying in BPEd and MPEd courses in UT Chandigarh. Methods: The study is a survey type study with a between group research design. The sample consists of 74 Female and 98 Male su

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Carter, W. Richard. "Focus on Service Quality: Adapting Total Quality Management Principles to Services Marketing Education." Journal of Marketing Education 16, no. 3 (1994): 32–44. http://dx.doi.org/10.1177/027347539401600305.

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Icli, G. E., and N. K. Anil. "The HEDQUAL scale: A new measurement scale of service quality for MBA programs in higher education." South African Journal of Business Management 45, no. 3 (2014): 31–43. http://dx.doi.org/10.4102/sajbm.v45i3.129.

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Abstract:

HEdPERF is the most developed scale in the literature to measure service quality in higher education. However, HEdPERF is designed to measure service quality at university level (macro level) as a generic measurement instrument. Students’ expectations regarding education show differences as levels of education at universities (MBA, PhD) vary. Thus, in order to measure the quality of education at different levels, a new scale is required to meet the needs of that particular level (MBA). The purpose of this study was to develop and validate HEDQUAL, a new measurement scale of service quality spe

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