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Pregled bibliografske jedinice broj: 152783

Higher Education Quality Measurement: A Case Study in the Application of SERVQUAL


Marković, Suzana
Higher Education Quality Measurement: A Case Study in the Application of SERVQUAL // Congress proceedings of 16th biennial international congress - HOTEL & TOURISM 2002 - Human Capital, Culture and Quality in Tourism and Hospitality Industry / Stipetić, Vladimir (ur.).
Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management Opatija, 2002. str. 141-160 (plenarno, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)


Naslov
Higher Education Quality Measurement: A Case Study in the Application of SERVQUAL

Autori
Marković, Suzana

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Congress proceedings of 16th biennial international congress - HOTEL & TOURISM 2002 - Human Capital, Culture and Quality in Tourism and Hospitality Industry / Stipetić, Vladimir - Opatija : University of Rijeka, Faculty of Tourism and Hospitality Management Opatija, 2002, 141-160

Skup
16th Biennial International Congress - HOTEL & TOURISM 2002 - Human Capital, Culture and Quality in Tourism and Hospitality Industry

Mjesto i datum
Opatija, Hrvatska, 23-26.10.2002

Vrsta sudjelovanja
Plenarno

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Service quality; measurement; SERVQUAL; higher education; case study

Sažetak
There is an ongoing debate in higher education about the issue of quality, but there is little agreement about how it is measured. The paper present the results of case study to evaluate the effectiveness of the SERVQUAL instrument to measure the quality of higher education in tourism and hospitality management. The purpose of the study is to examine the views of students, as a user of higher education, about the services, which make up the student experience. Provides a short theoretical and methodological review of the existing tools for measuring service quality, along with the rationale for testing a modified version of the SERVQUAL instrument. Data were collected using a questionnaire in two parts. The first part is concerned with student perceptions of higher education institutions in general, while the second part is concerned with Faculty of Tourism and Hospitality Management Opatija in particular. The results indicate a need to modify SERVQUAL to suit better the context of the higher education service. The final section of this study is devoted to developing and proposing new directions for future higher education quality measurement.

Izvorni jezik
Engleski



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Autor s matičnim brojem:
Suzana Marković, (211434)