SERVQUAL Model in HEI Monitoring Survey as a Part of Quality Assurance Policy

DOI

10.2991/aebmr.k.210320.036How to use a DOI?

Keywords

HEI, quality of education, SERVQUAL, ranking, university management

Abstract

Significant influence of the quality of educational services in the perception of students is demonstrated by research conducted by scientists at various universities around the world. Such research is the basis of quality assurance policy as part of the strategic management of the university. The quality of educational services is studied by the authors on the basis of the normalized SERVQUAL model. Five partial indices and total index are based on the data collected in eight Ukrainian universities. The high value of the Cronbach‟s Alpha coefficient confirmed the internal consistency of the model indicators. Results of ANOVA and comparison of confidence intervals confirmed the differentiating ability of the model: data for different universities differ statistically significantly. The influence of the university‟s ranking place on the general index is revealed.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Mykola Sydorov
AU  - Svitlana Salnikova
PY  - 2021
DA  - 2021/03/22
TI  - SERVQUAL Model in HEI Monitoring Survey as a Part of Quality Assurance Policy
BT  - Proceedings of the International Conference on Economics, Law and Education Research (ELER 2021)
PB  - Atlantis Press
SP  - 204
EP  - 209
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.210320.036
DO  - 10.2991/aebmr.k.210320.036
ID  - Sydorov2021
ER  -