Quality management in higher education. Using SERVPERF to assess services quality

Abstract

Purpose: The implementation of comprehensive quality management systems in higher education institutions (HEIs) implies the need to consider not only its main mission processes but also support processes, including those providing internal services to students and teaching staff. This paper intends to illustrate how the SERVPERF instrument can contribute to HEIs quality management.

Design/methodology/approach: An empirical case was carried out to illustrate the potential of the SERVPERF instrument for the quality management of HEIs. A specific-designed questionnaire based on the SERVPERF instrument was used to collect data on students and teaching staff perceptions of post-service performance of three different support services of a selected HEI. An interview was later conducted to the institution’s director to gain a richer understanding of the results obtained and pertinence of the study.

Findings: –Overall, students and teaching staff have a positive view of the services provided. Still, improvement actions were proposed to address the critical aspects identified. The SERVPERF instrument was an adequate tool to collect data on the services’ performance and address the need for support processes quality management.

Practical implications: The research highlights the potentialities of the SERVPERF instrument in supporting managerial decisions addressing the quality of HEIs support processes.

Originality/value – The design and implementation of quality management systems in HEI has been mainly focused in the teaching and learning process, dismissing support processes. The paper sheds some light on the potentiality of service quality instruments in improving these processes. It also contributes to the validation of the SERVPERF instrument in the higher education context.