A szolgáltatásminőség mérésének és értékelésének gyakorlata a felsőoktatásban

Főszerepben a hallgatók

Authors

  • Zsuzsanna Eszter Tóth Eötvös Loránd University
    Hungary https://orcid.org/0000-0002-2205-9228
  • Vivien Surman Budapest University of Technology and Economics
    Hungary

DOI:

https://doi.org/10.14267/VEZTUD.2021.11.03

Keywords:

higher education, service quality, evaluation, stakeholders, students

Abstract

The structural changes that have taken place not only in the service sector but specifically in higher education in recent decades, changes in financing conditions, the growing expectations of the socio-economic environment, and increasing competition both domestically and internationally pose new challenges to higher education institutions in the field of service quality management. The primary aim of this paper is to give an overview of the diversified efforts in service quality measurement and evaluation in higher education context. In doing so, the most important antecedents, the primary role of students among stakeholders in higher education, and the most popular approaches based on the SERVQUAL and SERVPERF model are reviewed. The authors’ goal is to summarise the institutional tasks that enable the establishment of methodological applications and the development of a framework aiming at reliable and valid institutional service quality measurement and evaluation.

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Author Biographies

Zsuzsanna Eszter Tóth, Eötvös Loránd University

Associate Professor

Vivien Surman, Budapest University of Technology and Economics

Senior Assistant Professor

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2021-11-12

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Tóth, Z. E., & Surman, V. . (2021). A szolgáltatásminőség mérésének és értékelésének gyakorlata a felsőoktatásban: Főszerepben a hallgatók. Vezetéstudomány / Budapest Management Review, 52(11), 28–44. https://doi.org/10.14267/VEZTUD.2021.11.03

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