The Research of SERVQUAL Instrument Applying in Chinese Higher Education

Author

Yang, Zhao ; Yan-Ping, Liu ; Jie, Tan

Author_Institution

Sch. of Econ., Beijing Jiao Tong Univ.

fYear

2006

fDate

21-23 June 2006

Firstpage

621

Lastpage

626

Abstract

Evaluation of the customer perceived service quality in a quantifying is the most important part of the service management literature. Over the past decade, SERVQUAL instrument has emerged as perhaps the most popular standardized questionnaire to measure service quality. This paper starts with elaborating the great significance to carry out this instrument in Chinese educational institutions. Based on the brief introduction and related review of SERVQUAL instrument, criteria of it are re-designed in order to be suitable to evaluate the service quality of Chinese higher education. Moreover, the data obtained from the utilization of it are analyzed and then applied in a more effective, comprehensive way. As a result, a new quantifying is provided

Keywords

customer services; educational courses; educational institutions; socio-economic effects; Chinese higher education; SERVQUAL instrument; customer perceived service quality; educational institutions; service management literature; standardized questionnaire; Cultural differences; Data analysis; Decision making; Education; Educational institutions; Educational products; Educational technology; Instruments; Quality assurance; Quality management; SERVQUAL; evaluation technology; higher education; service quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Operations and Logistics, and Informatics, 2006. SOLI '06. IEEE International Conference on

Conference_Location

Shanghai

Print_ISBN

1-4244-0317-0

Electronic_ISBN

1-4244-0318-9

Type

conf

DOI

10.1109/SOLI.2006.329010

Filename

4125652