A szolgáltatásminőség mérésének és értékelésének gyakorlata a felsőoktatásban

Főszerepben a hallgatók

Authors

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.

Downloads

Download data is not yet available.

Author Biographies

Zsuzsanna Eszter Tóth, Eötvös Loránd University

Associate Professor

Vivien Surman, Budapest University of Technology and Economics

Senior Assistant Professor

References

Abari, A. A. F., Yarmohammadian, M. H., & Esteki, M. (2011). Assessment of quality of education a non-governmental university via SERVQUAL model. Procedia Social and Behavioral Sciences, 15, 2299–2304. https://doi.org/10.1016/j.sbspro.2011.04.097

Abdullah F. (2006a). Measuring service quality in higher education: HEdPERF versus SERVPERF. Marketing Intelligence & Planning, 24(1), 31-47. https://doi.org//10.1108/02634500610641543

Abdullah F. (2006b). The development of HEdPERF: a new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30(6), 569-581. https://doi.org/10.1111/j.1470-6431.2005.00480.x

Abdullah, A. H., Wasiuzzaman, S., & Musa, R. (2014). The effects of university quality on emotional attachment: a case from a private higher education institution. Fourth International Conference on Marketing and Retailing-INCOMaR-2013. Procedia Social and Behavioural Sciences, 130, 282-292. https://doi.org/10.1016/j.sbspro.2014.04.033

Abili, K., Narenji Thani, F., & Afarinandehbin, M. (2012). Measuring university service quality by means of SERVQUAL method. Asian Journal On Quality, 13(3), 204-211. https://doi.org/10.1108/15982681211287766

Aghamolaei, T., & Zare, S. (2008). Quality gap of educational services in viewpoints of students in Hormozgan University of medical sciences. BMC Medical Education, 8, 34. https://doi.org/10.1186/1472-6920-8-34

Ali, F., Zhou, Y., Hussain, K., Nair, P. K., & Ragavan, N. A. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality Assurance in Education, 24(1), 70-94. https://doi.org/10.1108/QAE-02-2014-0008

Angell, R. J., Heffernan, T. W., & Megicks, P. (2008). Service quality in postgraduate education. Quality Assurance in Education, 16(3), 236-254. https://doi.org/10.1108/09684880810886259

Annamdevula, S., & Bellamkonda, R. S. (2012). Development of HiEdQUAL for measuring service quality in Indian higher education sector. International Journal of Innovation, Management and Technology, 3(4), 412-416. https://doi.org/10.7763/ijimt.2012.v3.265

Arambewela, R., & Hall, J. (2006). A comparative analysis of international education satisfaction using SERVQUAL. Journal of Services Research, 6(7), 141-163. https://dro.deakin.edu.au/eserv/DU:30003511/arambewela-comparativeanalysisof-2006.pdf

Athiyaman A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European Journal of Marketing, 31(7), 528-540. https://doi.org/10.1108/03090569710176655

Babakus, E., & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253-268. https://doi.org/10.1016/0148-2963(92)90022-4

Bahadori, M., Sadeghifar, J., Nejati, M., Hamouzadeh, P., & Hakimzadeh, M. (2011). Assessing Quality of Educational Service by the SERVQUAL model: Viewpoints of Paramedical Students at Tehran University of Medical Science. Technics Technologies Education Management, 6(4), 1058-1065.

Baniya, R. (2016). Relationship between perception of service quality and students’ satisfaction – a case study of a management school. Journal of Education and Research, 6(2), 36-55. http://dx.doi.org/10.3126/jer.v6i2.22149

Becser, N. (2005). A SERVQUAL (szolgáltatásminőség) modell alkalmazhatóságának elemzése sokváltozós adatelemzési módszerekkel (63. sz. Műhelytanulmány). Budapest: Budapesti Corvinus Egyetem, Vállalatgazdaságtan Intézet.

Bedzsula, B., & Topár, J. (2014). Minőségmenedzsment szemlélet és eszközök szerepe a felsőoktatás fejlesztésében. Magyar Minőség, 23(3), 34-69. https://quality-mmt.hu/wp-content/uploads/2016/06/2014_03_MM.pdf

Berács, J., Derényi, A., Kádár-Csoboth, P., Kováts, G., Polónyi, I., & Temesi, J. (2017). Magyar felsőoktatás 2016: Stratégiai helyzetértékelés. Budapest: Budapesti Corvinus Egyetem, Nemzetközi Felsőoktatási Kutatások Központja. http://nfkk.uni-corvinus.hu/fileadmin/user_upload/hu/kutatokozpontok/NFKK/konferencia2015jan-MF2014/Magyar_Felsooktatas_2016.pdf

Berg, M., & Seeber, B. K. (2016). The slow professor: Challenging the culture of speed in the academy. Toronto: University of Toronto Press.

Butt, B. Z., & Rehman, K. (2010). A study examining the students’ satisfaction in higher education. Procedia Social and Behavioral Sciences, 2(2), 5446-5450. https://doi.org/10.1016/j.sbspro.2010.03.888

Calvo-Porral, C., Lévy-Mangin, J. P., & Novo-Corti, I. (2013). Perceived quality in higher education: an empirical study. Marketing Intelligence & Planning, 31(6), 601-619. https://doi.org/10.1108/mip-11-2012-0136

Carman, J. M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33‐55.

Çerri, S. (2012). Assessing the quality of higher education services using a modified SERVQUAL scale. Annales Universitatis Apulensis Series Oeconomica, 14(2), 664-679. https://doi.org/10.29302/oeconomica.2012.14.2.32

Cheng, Y. C., & Tam, W. M. (1997). Multi‐models of quality in education. Quality Assurance in Education, 5(1), 22-31. https://doi.org/10.1108/09684889710156558

Chopra, R., Chawla, M., & Sharma, T. (2014). Service quality in higher education: a comparative study of management and education students. NMIMS Management Review, 24(April-May), 59-72.

Chua, C. (2004). Perception of quality in higher education. In Proceedings of the Australian Universities Quality Forum (pp. 1-7). Melbourne: AUQA Occasional Publication.

Clewes, D. (2003). A student-centred conceptual model of service quality in higher education. Quality in Higher Education, 9(1), 69–85. https://doi.org/10.1080/1353832032000085467

Cronin, J. J., & Taylor S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55-68. https://doi.org/10.2307/1252296

Cullen, J., Joyce, J., Hassall, T., & Broadbent, M. (2003). Quality in higher education: from monitoring to management. Quality Assurance in Higher Education, 11(1), 30-4. https://doi.org/10.1108/09684880310462038

Cuthbert P. F. (1996). Managing service quality in HE: is SERVQUAL the answer? Part 2. Managing Service Quality, 6(3), 31-35. https://doi.org/10.1108/09604529610115858

Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health service quality: scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123-142. https://doi.org/10.1177/1094670507309594

De Oliveira, O. J., & Ferreira, E. C. (2009). Adaptation and application of the SERVQUAL scale in higher education. Paper presented at POMS 20th Annual Conference, 1-4 May 2009, Orlando, Florida USA. https://pomsmeetings.org/ConfProceedings/011/Full-Papers/011-0072.pdf

Donaldson, B., & McNicholas, C. (2004). Understanding the postgraduate education market for UK‐based students: a review and empirical study. International Journal of Nonprofit and Voluntary Sector Marketing, 9(4), 346-360. https://doi.org/10.1002/nvsm.259

Douglas, J., McClelland, R., & Davies, J. (2008). The development of a conceptual model of student satisfaction with their experience in higher education. Quality Assurance in Education, 16(1), 19-35. https://doi.org/10.1108/09684880810848396

Dursun, T., Oskaybaş, K., & Gökmen, C. (2013). The quality of service of the distance education. Thirteenth International Educational Technology Conference. Procedia Social and Behavioral Sciences, 103, 1133-1151. https://doi.org/10.1016/j.sbspro.2013.10.441

Emanuel, R., & Adams, J. N. (2006). Assessing college student perceptions of instructor customer service via the Quality of Instructor Service to Students (QISS) Questionnaire. Assessment & Evaluation in Higher Education, 31(5), 535-549. https://doi.org/10.1080/02602930600679548

ESG (2015). Az Európai Felsőoktatási Térség minőségbiztosításának standardjai és irányelvei.

Farahmandian, S., Minavand, H., & Afshardost, M. (2013). Perceived service quality and student satisfaction in higher education. IOSR Journal of Business and Management, 12(4), 65-74. https://doi.org/10.9790/487X-1246574

Fassin, Y. (2009). The Stakeholder Model Refined. Journal of Business Ethics, 84, 113-135. https://doi.org/10.1007/s10551-008-9677-4

Foropon, C., Seiple, R., & Kerbache, L. (2013). Using SERVQUAL to examine service quality in the classroom: analyses of undergraduate and executive education operations management courses. International Journal of Business and Management, 8(20), https://doi.org/10.5539/ijbm.v8n20p105

Gregory, J. L. (2019). Applying SERVQUAL: Using service quality perceptions to improve student satisfaction and program image. Journal of Applied Research in Higher Education, 11(4), 788-799. https://doi.org/10.1108/JARHE-12-2018-0268

Grönroos, C. (1990). Service Management and Marketing. Lexington, MA: Lexington Books. cited in Owlia, M. S. & Aspinwall, E. M. (1996). A framework for the dimensions of quality in higher education. Quality Assurance in Education, 4(2), 12–20. https://doi.org/10.1108/09684889610116012

Gruber, T., Fuß, S., Voss, R., & Gläser-Zikuda, M. (2010). Examining student satisfaction with higher education services: Using a new measurement tool. International Journal of Public Sector Management, 23(2), 105-123. https://doi.org/10.1108/09513551011022474

Guilbault, M. (2016). Students as customers in higher education: reframing the debate. Journal of Marketing for Higher Education, 26(2), 132-142. https://doi.org/10.1080/08841241.2016.1245234

Gupta, S. K. (1993). Explorations in teaching and learning. In Lewis, R.G., & Smith, D.H. (Eds.), Total Quality in Higher Education. Delray Beach, FL: St Lucie Press.

Ham, L., & Hayduk, S. (2003). Gaining competitive advantages in higher education: analyzing the gap between expectations and perception of service quality. International Journal of Value-Based Management, 16(3), 223-42. https://doi.org/10.1023/A:1024083226628

Hasan, H. F. A., Ilias, A., Rahman, R. A., & Razak, M. Z. A. (2009). Service quality and student satisfaction: a case study at private higher education institutions. International Business Research, 1(3), 163-175. https://doi.org/10.5539/ibr.v1n3p163

Heidrich, B. (2010). A szolgáltatásminőség hallgatóközpontú megközelítése a feslő(?)oktatásban: Szolgáltatásminőség modellek elemzése – Nemzetközi kitekintés. Magyar Minőség, 19(11), 5-24. https://quality-mmt.hu/wp-content/uploads/2016/06/2010_12MM.pdf

Helms, S., & Key, C. H. (1994). Are students more than customers in the classroom? Quality Progress, 27(9), 97-100.

Hemsley‐Brown, J., & Oplatka, I. (2006). Universities in a competitive global marketplace: A systematic review of the literature on higher education marketing. International Journal of Public Sector Management, 19(4), 316-338. https://doi.org/10.1108/09513550610669176

Hetesi, E., & Kürtösi, Zs. (2008). Ki ítéli meg a felsőoktatási szolgáltatások teljesítményét és hogyan? A hallgatói elégedettség mérési modelljei, empirikus kutatási eredmények az aktív és a végzett hallgatók körében. Vezetéstudomány, 39(6), 2-17. https://doi.org/10.14267/VEZTUD.2008.06.01

Hetesi, E., & Kürtösi, Zs. (2009). A felsőoktatás képzési teljesítményének mérési problémái. In Hetesi, E., Majó, Z., & Lukovics, M. (szerk.) A szolgáltatások világa (pp. 168-185). Szeged: JATE Press.

Ho, S. K., & Wearn, K. (1995). A TQM model for higher education and training. Training for Quality, 3(2), 25-33. https://doi.org/10.1108/09684879510087503

Hom, W. (2002). Applying Customer Satisfaction Theory to Community College Planning of Student Services. Journal Insight Into Student Services, (2).

Hughey, D., Chawla, S., & Kahn, Z. (2003). Measuring the quality of university computer labs using SERVQUAL: A longitudinal study. The Quality Management Journal, 10(3), 33–44. https://doi.org/10.1080/10686967.2003.11919071

Ibrahim, M. Z., Rahman, M. N. A., & Yasin, R. M. (2012). Assessing students’ perceptions of service quality in technical Educational and Vocational Training (TEVT) Institution in Malaysia. In International Conference on Teaching and Learning in Higher Education in conjunction with Regional Conference on Engineering Education and Research in Higher Education. Procedia Social and Behavioral Sciences, 56, 272-283. https://doi.org/10.1016/j.sbspro.2012.09.655

Ilias, A., Hasan, H. F. A., Rahman, R. A., & Yasoa, M. R. B. (2008). Student satisfaction and service quality: Any differences in demographic factors? International Business Research, 1(4), 131-143. https://doi.org/10.5539/ibr.v1n4p131

Jain, R., Sinha, G., & Sahney, S. (2011). Conceptualizing service quality in higher education. Asian Journal on Quality, 12(3), 296-314. https://doi.org/10.1108/15982681111187128

Jaraiedi, M., & Ritz, D. (1994). Total quality management applied to engineering education. Quality Assurance in Education, 2(1), 32-40. https://doi.org/10.1108/09684889410054563

Joseph, M., & Joseph, B. (1997). Service quality in education: a student perspective. Quality Assurance in Education, 5(1), 15-21. https://doi.org/10.1108/09684889710156549

Jusoh, A., Omain, A. Z., Majd, N. A., Som, H. M., & Shamsuddin, A. S. (2004). Service quality in higher education: Management students’ perspective. Kuala Lumpur: Research Management Centre, University of Malaysia.

Kara, A., & DeShields, O. W. (2004). Business student satisfaction, intentions and retention in higher education: an empirical investigation. Marketing Educator Quarterly, 3(1), 1-25.

Karahan, M., & Mete, M. (2014). Examination of total quality management practices in higher education in the context of quality sufficiency. Second World Conference on Business, Economics and Management, Procedia Social and Behavioral Sciences, 109, 1292-1297. https://doi.org/10.1016/j.sbspro.2013.12.627

Karapetrovic, S., & Willborn, W. (1997). Creating zero‐ defect students. The TQM Magazine, 9(4), 287-291. https://doi.org/10.1108/09544789710181907

Katiliūtė, E., & Kazlauskienė, I. (2010). The model of studies quality dimensions from student’s perception. Economics and Management, 15, 580-586.

Kember, D., & Leung, D. Y. (2008). Establishing the validity and reliability of course evaluation questionnaires. Assessment & Evaluation in Higher Education, 33(4), 341-353. https://doi.org/10.1080/02602930701563070

Kezar A., Chambers A. C., & Burkhardt J. C. (Eds.) (2015). Higher education for the public good: Emerging voices from a national movement. Chichester: John Wiley & Sons.

Khodayari, F., & Khodayari, B. (2011). Service quality in higher education. Interdisciplinary Journal of Research in Business, 1(9), 38-46.

Kincsesné, V. B., Farkas, G., & Málovics, É. (2015). Student evaluations of training and lecture courses: development of the COURSEQUAL method. International Review on Public and Nonprofit Marketing, 12, 79-88. https://doi.org/10.1007/s12208-015-0127-6

Koslowski, F. A. (2006). Quality and assessment in context: A brief review. Quality Assurance in Education, 14(3), 277-288. https://doi.org/10.1108/09684880610678586

Kwan, P., & Ng, P. (1999). Quality indicators in higher education – comparing Hong Kong and China’s students. Managerial Auditing Journal, 14(1), 20-7. https://doi.org/10.1108/02686909910245964

LaBay, D. G., & Comm, C. L. (2003). A case study using gap analysis to assess distance learning versus traditional course delivery. The International Journal of Education Management, 17(6/7), 312-317. https://doi.org/10.1108/09513540310501003

Lakal, N., Joshi, K., & Jain, K. (2020). Development of engineering education service quality model from faculty perspective. Total Quality Management & Business Excellence, 31(13-14), 1442-1453. https://doi.org/10.1080/14783363.2018.1473028

Latif, K. F., Latif, I., Farooq Sahibzada, U., & Ullah, M. (2019). In search of quality: measuring higher education service quality (HiEduQual). Total Quality Management & Business Excellence, 30(7-8), 768-791. https://doi.org/10.1080/14783363.2017.1338133

Lau, L. K. (2003). Institutional factors affecting student retention. Education, 124(1), 126-138.

LeBlanc, G., & Nguyen, N. (1997). Searching for excellence in business education: an exploratory study of customer impressions of service quality. International Journal of Educational Management, 11(2), 72-79. https://doi.org/10.1108/09513549710163961

Liu, C. M. (2005). The multidimensional and hierarchical structure of perceived quality and customer satisfaction, International Journal of Management, 22(3), 426-435.

Long, P., Tricker, T., Rangecroft, M., & Gilroy, P. (1999). Measuring the Satisfaction gap: Education in the market place. Total Quality Management, 10(4-5), 772– 778. https://doi.org/10.1080/0954412997794

Lupo, T. (2013). A fuzzy ServQual based method for reliable measurements of education quality in Italian higher education area. Expert Systems with Applications, 40(17), 7096-7110. https://doi.org/10.1016/j.eswa.2013.06.045

MAB önértékelési útmutató (2020). https://www.mab.hu/dokumentumtar/

Mahapatra, S. S., & Khan, M. S. (2007). A neural network approach for assessing quality in technical education: an empirical study. International Journal of Productivity and Quality Management, 2(3), 287-306. https://doi.org/10.1080/03043790601118606

Mainardes, E. W., Alves, H., & Raposo, M. (2012). A model for stakeholder classification and stakeholder relationships. Management Decision, 50(10), 1861-1879. https://doi.org/10.1108/00251741211279648

McCollough, M. A., & Gremler, D. D. (1999). Guaranteeing student satisfaction: An exercise in treating students as customers. Journal of Marketing Education, 21(2), 118-130. https://doi.org/10.1177/0273475399212005

Min, S., & Khoon, C. C. (2014). Demographic factors in the evaluation of service quality in higher education: a structural equation model (SEM) approach. International Journal of Marketing Studies, 6(1), 90. https://doi.org/10.5539/ijms.v6n1p90

Mizikaci F. (2006). A systems approach to program evaluation model for quality in higher education. Quality Assurance in Education, 14(1), 37-53. https://doi.org/10.1108/09684880610643601

Munteanu, C., Ceobanu, C., Bobâlca, C., & Anton, O. (2010). An analysis of customer satisfaction in a higher education context. International Journal of Public Sector Management, 23(2), 124-140. https://doi.org/10.1108/09513551011022483

Nell, C. E., & Cant, M. C. (2014). Determining student perceptions regarding the most important service features and overall satisfaction with the service quality of a higher education institution. Management: Journal of Contemporary Management Issues, 19(2), 63-87. https://core.ac.uk/download/pdf/33273165.pdf

Oldfield, B., & Baron, S. (2000). Student perceptions of service quality in a UK university business and management faculty. Quality Assurance in Education, 8(2), 85-95. https://doi.org/10.1108/09684880010325600

O’Neill, M. A., & Palmer, A. (2004). Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education. Quality Assurance in Education, 12(1), 39–52. https://doi.org/10.1108/09684880410517423

Owlia, M. S., & Aspinwall, E. M. (1996). A framework for the dimensions of quality in higher education. Quality Assurance in Education, 4(2), 12–20. https://doi.org/10.1108/09684889610116012

Palli, J. G., & Marmilla, R. (2012). Students’ Opinions of Service Quality in the Field of Higher Education. Creative Education, 3(4), 430-438. http://dx.doi.org/10.4236/ce.2012.34067

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.2307/1251430

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

Pariseau, S. E., & McDaniel, J. R. (1997). Assessing service quality in schools of business. International Journal of Quality & Reliability Management, 14(3), 204-218. https://doi.org/10.1108/02656719710165455

Petruzzellis, L., d’Uggento, A. M., & Romanazzi, S. (2006). Student satisfaction and quality of service in Italian universities. Managing Service Quality: An International Journal, 16(4), 349-364. https://doi.org/10.1108/09604520610675694

Prakash, G. (2020). Quality in higher education institutions: insights from the literature. The TQM Journal, 30(6), 732-748. https://doi.org/10.1108/TQM-04-2017-0043

Prugsamatz, S., Heaney, J. G., & Alpert, F. (2007). Measuring and investigating pretrial multi-expectations of service quality within the higher education context. Journal of Marketing for Higher Education, 17(1), 17-47. https://doi.org/10.1300/J050v17n01_04

Ramseook‐Munhurrun, P., Naidoo, P., & Nundlall, P. (2010). A proposed model for measuring service quality in secondary education. International Journal of Quality and Service Sciences, 2(3), 335-351. https://doi.org/10.1108/17566691011090062

Ravindran, S. D., & Kalpana, M. (2012). Student’s expectation, perception and satisfaction towards the management educational institutions. Procedia Economics and Finance, 2, 401-410. https://doi.org/10.1016/s2212-5671(12)00102-5

Réthi, G., Kása, R., & Molnár, L. (2014). A szolgáltatásminőség értelmezésének különbségei – percepcióvezérelt szolgáltatások minőségmodellje kialakításának első lépései. Prosperitas, 2(1), 26-42. http://publikaciotar.repozitorium.uni-bge.hu/718/1/Rethi-Kasa-Molnar.pdf

Rodríguez-González, F. G., & Segarra, P. (2016). Measuring academic service performance for competitive advantage in tertiary education institutions: the development of the TEdPERF scale. International Review on Public and Nonprofit Marketing, 13(2), 171–183. https://doi.org/10.1007/s12208-016-0159-6

Sadeh, E., & Garkaz, M. (2015). Explaining the mediating role of service quality between quality management enablers and students’ satisfaction in higher education institutes: the perception of managers. Total Quality Management & Business Excellence, 26(11-12), 1335-1356. https://doi.org/10.1080/14783363.2014.931065

Sahney, S., Banwet, D. K., & Karunes, S. (2004). A SERVQUAL and QFD approach for total quality education in the indian context: a student perspective. International Journal of Productivity and Performance Management, 53(2), 143-66. https://doi.org/10.1108/17410400410515043

Schwantz, G. D. (1996). Service Quality in Higher Education Expectations and Perceptions of Traditional and Non-traditional Students (Ph.D. Dissertation). Texas Technical University.

Senthilkumar, N., & Arulraj, A. (2011). SQM-HEI–determination of service quality measurement of higher education in India. Journal of Modelling in Management, 6(1), 60-78. https://doi.org/10.1108/17465661111112502

Shekarchizadeh, A., Rasli A., & Hon-Tat, H. (2011). SERVQUAL, in universities: Perspectives of international students. Business Process Management Journal, 17(1), 67-81. https://doi.org/10.1108/14637151111105580

Sherry, C., Bhat, R., Beaver, B., & Ling, A. (2004). Students as customers: the expectations and perceptions of local and international students. HERDSA Conference, Sarawak, July 4-7, https://doi.org/10.13140/RG.2.1.4984.6808

Sisa, K., Siklósi, Ágnes, Harsányi, G., & Veress, A. (2020). A számviteli képzés helye és szerepe a felsőoktatás stratégiai célkitűzései mentén. Vezetéstudomány, 51(2), 32–45. https://doi.org/10.14267/VEZTUD.2020.02.03

Smith, A. (2004). Off‐campus support” in distance learning – how do our students define quality? Quality Assurance in Education, 12(1), 28-38. https://doi.org/10.1108/09684880410517414

Smith, G., Smith, A., & Clarke, A. (2007). Evaluating service quality in universities: a service department perspective. Quality Assurance in Education, 15(3), 334-351. https://doi.org/10.1108/09684880710773200

Soutar, G., & McNeil, M. (1996). Measuring service quality in a tertiary institution. Journal of Educational Administration, 34(1), 72–82. https://doi.org/10.1108/09578239610107174

Stodnick, M., & Rogers, P. (2008). Using SERVQUAL to measure the quality of the classroom experience. Decision Sciences Journal of Innovation Education, 6(1), 115-133. https://doi.org/10.1111/j.1540-4609.2007.00162.x

Surman V., & Tóth Zs. E. (2021). Service Quality Measurement in Higher Education. In Proceedings of FEB Zagreb 12th International Odyssey Conference on Economics and Business (pp. 556-570). Zagreb: University of Zagreb.

Surman, V. (2021). Szolgáltatásminőség mérése és értékelése a felsőoktatásban – Szolgáltatásminőség keretrendszer fejlesztése projektfeladat típusú kurzusokhoz (PhD-értekezés). Budapesti Műszaki és Gazdaságtudományi Egyetem, Gazdálkodás- és Szervezéstudományi Doktori Iskola, Budapest. https://repozitorium.omikk.bme.hu/handle/10890/15346

Surman, V., & Szabó, T. (2020). A minőség biztosításának kihívásai a magyar felsőoktatásban. Vezetéstudomány, 51(KSZ), 101–113. https://doi.org/10.14267/VEZTUD.2020.KSZ.09

Szabó, T., & Kövesi, J. (2009). Minőségmenedzsment rendszerek szerepe a felsőoktatásban. In Veresné Somosi M. (szerk.), Vezetési ismeretek, III (pp. 156-170). Miskolc: Miskolci Egyetem Gazdaságtudományi Kar, Vezetéstudományi Intézet.

Tan K. C., & Kek S. W. (2004). Service Quality in Higher Education Using an Enhanced SERVQUAL Approach. Quality in Higher Education, 10(1), 17-24. https://doi.org/10.1080/1353832242000195032

Teas, R. K. (1994). Expectations as a comparison standard in measuring service quality: an assessment of a reassessment. Journal of Marketing, 58(1), 132-139. https://doi.org/10.2307/1252257

Teeroovengadum V., Kamalanabhan T. J., & Seebaluck A. K. (2016). Measuring service quality in higher education: development of a hierarchical model (HES-QUAL). Quality Assurance in Education, 24(2), 244-258. https://doi.org/10.1108/QAE-06-2014-0028

Telford, R., & Masson, R. (2005). The congruence of quality values in higher education. Quality Assurance in Education, 13(2), 107-119. https://doi.org/10.1108/09684880510594364

Tóth Zs. E., & Bedzsula B. (2021). Treating students as partners – Is it so simple? An empirical investigation of student partnership in a business education context. Vezetéstudomány, 52(5), 38-51. https://doi.org/10.14267/VEZTUD.2021.05.04

Tóth Zs. E., & Surman V. (2019). Listening to the voice of students – Developing a service quality measuring and evaluating framework in case of a special course, International Journal of Quality and Service Sciences, 11(4), 455-472. https://doi.org/10.1108/IJQSS-02-2019-0025

Tóth, Zs. E., & Surman, V. (2020). Szolgáltatásminőség keretrendszer kialakítása és fejlesztése – egy felsőoktatási tantárgy példája. Vezetéstudomány, 51(2), 2-22. https://doi.org/10.14267/VEZTUD.2020.02.01

Yarmohammadian, M. H., Mozaffary, M., & Esfahani, S. S. (2011). Evaluation of quality of education in higher education based on academic quality improvement program (AQIP) model. Third World Conference on Educational Sciences - 2011, Procedia Social and Behavioral Sciences, 15, 2917-2922. https://doi.org/10.1016/j.sbspro.2011.04.214

Yeo, R. K. (2008). Brewing service quality in higher education. Quality Assurance in Education, 16(3), 266-286. https://doi.org/10.1108/09684880810886277

Yeo, R. K. (2009). Service quality ideals in a competitive tertiary environment. International Journal of Educational Research, 48(1), 62-76. https://doi.org/10.1016/j.ijer.2009.03.004

Yousapronpaiboon, K. (2014). SERVQUAL: measuring higher education service quality in Thailand. Fifth World Conference on Educational Sciences – WCES 2013, Procedia Social and Behavioural Sciences, 116, 1088-1095. https://doi.org/10.1016/j.sbspro.2014.01.350

Yusof, A. R. M., Hassan, Z., Rahman, S. A., & Ghouri, A. (2012). Educational Service Quality at Public Higher Educational Institutions: A proposed framework and importance of the sub-dimensions. International Journal of Economics Business and Management Studies-IJEBMS, 1(2), 36-49.

Zeshan, A., Afridi, T., & Khan, S. M. (2014). Assessing service quality in business schools: Implications for improvement. International Journal of Research in Applied, Natural and Social Sciences, 2(8), 33-42. https://doi.org/10.1108/02656719710165455

Downloads

Additional Files

Published

2021-11-12

How to Cite

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

Issue

Section

Studies and Articles