Work

Using Servqual to Examine Service Quality in the Classroom: Analyses of Undergraduate and Executive Education Operations Management Courses

Year: 2013

Type: article

Abstract: This article examines service quality provided in the classroom, by applying the Servqual instrument in twooperations management (OM) courses located at the two extremes of the higher education spectrum. The firstServqual gap analysis assessed an OM undergraduate course (at the low end of the spectrum), whereas thesecond Servqual gap analysis appraised an OM executive education course (at the highest end of the spectrum).This paper also reviews the theoretical background of service quality in higher education, and associatedassessment methods identified in the literature. Findings indicate that the use of Servqual results could lead toimproving the performance of service quality dimensions in the classroom at the undergraduate level, andexpectations of undergraduate students and executive education participants could be exceeded on multipleservice quality dimensions such as reliability, responsiveness, and tangibles.

Source: International Journal of Business and Management

DOI: 10.5539/ijbm.v8n20p105

Authors: Cyril Foropon, Ruth Seiple, Laoucine Kerbache

Institutions: University of Manitoba, University of Cincinnati, HEC Paris in Qatar

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Quality education

Open Access status: diamond

OpenAlex ID: W1972470141

FWCI: 6.18

Cites: 44

Cited by: 23

Related to: 10