The services quality level assessment at the Technical University using the Servqual Method

Renata Stasiak-Betlejewska, Mike Kaye, Marilyn Dorothy Dyason, Katarina Stachová, Hana Urbancová

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Abstract

The main conclusion of the research results analysis concerns identifying factors that play the greatest role in the university education process improvement programme. In order to receive the appropriate level of service quality, taking into account the students’ satisfaction, the process of creating university services quality should be properly managed. Servqual methodology provides a tool with which to identify and measure a more holistic range of factors perceived as important by university students
Original languageEnglish
Pages (from-to)53-58
Number of pages3
JournalERIES Journal
Volume7
Issue number3-4
DOIs
Publication statusPublished - 31 Dec 2014

Keywords

  • expectations
  • perception
  • SERVQUAL
  • service quality
  • university services

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