Please use this identifier to cite or link to this item: https://hdl.handle.net/1822/74579

TitleQuality perception in higher education - using SERVQUAL methodology
Author(s)Ribeiro, Iara Margolis
Providencia, B
KeywordsQuality perception
SERVQUAL
Higher education
Self-report methodology
Students satisfaction
Issue date17-May-2021
PublisherActa Scientific Publications
JournalActa Scientific Agriculture
CitationMargolis, I., & Providência, B. (2021). Quality Perception in Higher Education-Using SERVQUAL Methodology. Acta Scientific AGRICULTURE (ISSN: 2581-365X), 5(6).
Abstract(s)Understanding the student’s perception in higher education goes far beyond student retention. Factors such as satisfaction, motivation and irritability points help not only in a more convergent service planning between the institution’s efforts in the face of student expectation, but also in better learning. The perceived quality is difficult to measure and subjective. This work aims to understand the perceived quality of the student and analyze the SERQUAL model for its application in higher education. The 5 dimensions of the model were correlated with academic pillars and the sub-items of each dimension were expanded, according to previous studies. The research was conducted with 15% of the universe of students from a higher education course, which represents 69 students, from a private institution. The results were validated in a focus group of 5 students using tools such as the Ishikawa diagram and the Interrelationship Diagram. As a result of the application it was diagnosed that students have a higher expectation than the service offered, which results in a perceived negative quality. Points such as ‘parking’ and ‘operational service’, which are not essential characteristics of the educational service, directly impact on the perception of quality and consequently on the student’s satisfaction. As a main result it was noticed that the method points out the problems that most bother the students. They tend to analyze the whole and camouflage items in the face of these stressful stimuli. The method proved to be an ally in the detection of problems of perceived felt quality, but that requires beyond the determination of the data to understand the root cause of the results.
TypeArticle
URIhttps://hdl.handle.net/1822/74579
DOI10.31080/ASAG.2021.05.1002
ISSN2581-365X
Publisher versionhttps://actascientific.com/ASAG/ASAG-05-1002.php
Peer-Reviewedyes
AccessOpen access
Appears in Collections:Lab2PT - Artigos
Lab2PT - Artigos

Files in This Item:
File Description SizeFormat 
Margolis I Providencia B SERVQUAL 2021.pdf1,03 MBAdobe PDFView/Open

Partilhe no FacebookPartilhe no TwitterPartilhe no DeliciousPartilhe no LinkedInPartilhe no DiggAdicionar ao Google BookmarksPartilhe no MySpacePartilhe no Orkut
Exporte no formato BibTex mendeley Exporte no formato Endnote Adicione ao seu ORCID