Service Quality in Higher Education
A successful educational institute emphasizes developing personality and quality education. It adopts modern teaching-learning methodologies to build employability and interpersonal skills. It sets moral values and societal commitment in students. It also provides a holistic learning environment and promotes a global outlook. Its students have the necessary knowledge, skills, and attitudes to succeed. Moreover, they gain a positive image of society and themselves.
Service quality is a key performance measure in educational excellence.
Higher education institutions aim to deliver high service quality in all processes. They are committed to serving the primary consumer, the student, as they are the key stakeholders in the educational process. Moreover, students’ overall perception of service quality is essential for student satisfaction, retention, and referral. This is why a high service quality rating is an important performance measure for universities. However, there are many ways to measure service quality in higher education.
The research conducted by Anantha et al. (2012) explored the literature on service quality. Ultimately, they came up with a list of factors determining service quality. Education professionals, in particular, should focus on the following four aspects to improve their service quality:
Service quality is the ability of an organization to meet mutually-defined standards. This is a post-purchase cognitive phenomenon that is interrelated with customer satisfaction. A company’s service quality reflects its ability to deliver an outstanding customer experience.
However, many educational professionals need help to measure service quality. This article provides actionable insights on how to improve service quality. The following tips can help managers evaluate their services and improve service quality.
Establish a comprehensive performance measurement scale for educational institutions. This is necessary because the context of higher education is unique. KPIs should be broad enough to cover educational services and their context.
This study aimed to design a more comprehensive and generous performance measurement scale for educational institutions. The findings will help develop a quality improvement strategy. This article provides an overview of the KPIs that should be measured.