Service quality ideals in a competitive tertiary environment

Roland K. Yeo

doi:10.1016/j.ijer.2009.03.004

Service quality ideals in a competitive tertiary environment

Roland K. Yeo^*

^*Corresponding author for this work

King Fahd University of Petroleum & Minerals

Research output: Contribution to journal › Article › peer-review

40 Scopus citations

Abstract

Drawing on the experience of an Engineering School in Singapore, the paper explores the success factors of service quality in higher education by integrating the characteristics of SERVQUAL (an instrument for assessing students' experience of higher education) and SQA (Singapore Quality Award). Data were collected by means of structured interviewing from a variety of faculty within the School. Customer orientation, quality course design and delivery as well as support services were found to have a direct impact on the total experience of students. The study reinforces the emerging educational paradigms that seek to challenge norms and assumptions, gearing educators to do the right things rather than doing things right.

Original language	English
Pages (from-to)	62-76
Number of pages	15
Journal	International Journal of Educational Research
Volume	48
Issue number	1
DOIs	https://doi.org/10.1016/j.ijer.2009.03.004
State	Published - 2009

Keywords

Course design
Customer orientation
Higher education
Service quality
Singapore
Support services

ASJC Scopus subject areas

Education

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10.1016/j.ijer.2009.03.004

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abstract = "Drawing on the experience of an Engineering School in Singapore, the paper explores the success factors of service quality in higher education by integrating the characteristics of SERVQUAL (an instrument for assessing students' experience of higher education) and SQA (Singapore Quality Award). Data were collected by means of structured interviewing from a variety of faculty within the School. Customer orientation, quality course design and delivery as well as support services were found to have a direct impact on the total experience of students. The study reinforces the emerging educational paradigms that seek to challenge norms and assumptions, gearing educators to do the right things rather than doing things right.",

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AB - Drawing on the experience of an Engineering School in Singapore, the paper explores the success factors of service quality in higher education by integrating the characteristics of SERVQUAL (an instrument for assessing students' experience of higher education) and SQA (Singapore Quality Award). Data were collected by means of structured interviewing from a variety of faculty within the School. Customer orientation, quality course design and delivery as well as support services were found to have a direct impact on the total experience of students. The study reinforces the emerging educational paradigms that seek to challenge norms and assumptions, gearing educators to do the right things rather than doing things right.

KW - Course design

KW - Customer orientation

KW - Higher education

KW - Service quality

KW - Singapore

KW - Support services

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JF - International Journal of Educational Research

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ER -

Service quality ideals in a competitive tertiary environment

Abstract

Keywords

ASJC Scopus subject areas

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