engleski

Groundwork for higher educational institutions – Assessing perceived service quality

Today’s competitive environment is similarly omnipresent in education. The focus on providing superior service quality became imperative for higher educational institutions as competition intensified, internationalisation is ubiquitous and top-quality higher educational institutions implement international accreditation standards. Students perspective on institutional performance related to service quality is becoming relevant as they are considered as higher educational institutions primary stakeholders. Therefore, the purpose of this research is to explore perceived service quality in a HEI from a student perspective. Research was done on a sample of 368 students from a public higher educational institution in Croatia. It applies SERVQUAL scale to assess perceived service quality and approaches the employees by distinguishing between faculty and administrative staff. Research results point out that there is a need to differentiate between faculty and administrative staff in assessing perceived service quality. This is based on research results that point out the difference among perception of several service characteristics between faculty and administrative staff. Following on that, paper also offers managerial implications for HEI management practices.

Perceived service quality ; Higher educational institutions ; SERVQUAL ; Faculty members ; Administrative staff ; Croatia

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