The paper assessed the quality of educational services using the SERVQUAL. In order to use the SERVQUAL method for identification of the needs and expectations of university students from engineering courses, the statements used in the method were modified by adjusting them to key characteristics of services provided by the higher education system. The aim of the paper was to analyze gaps in expectations concerning services and the perceived level of meeting these services. The paper has a form of a case study.
If the inline PDF is not rendering correctly, you can download the PDF file here.
Babakus E. Yavas U. Karatepe O.M. Avci T. 2003. The effect of management commitment to service quality on employees’ affective and performance outcomes. Journal of the Academy of Marketing Science 31(3) 272–286.
Bahia K. Nantel J. 2000. A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing 18(2) 84–91.
Bitner M.J. Booms B.H. Tetreault M.S. 1990. The Service Ecounter: Dignosing Favourable and Unfavourable Incidents. Journal of Marketing 54(1) 71-84.
Brady M.K. Cronin J.J. Brand R.R. 2002. Performance-only measurement of service quality: a replication and extension. Journal of Business Research 55(1) 17-31.
Buttle F. 1996. SERVQUAL: review critique research agenda. European Journal of Marketing 30(1) 8-32.
Cai S. Jun M. 2003. Internet users’ perceptions of online service quality: a comparison of online buyers and information searchers. Managing Service Quality 13(6) 504-519.
Cronin J.J. Taylor S.A. 1994. SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing 58(1) 125-131.
Czajkowska A. Ciuk W. 2006. Estimation the quality level of services provided by a Housing Association. In Čorejowă T. Borkowski S. Quality Management of Services. Žilińskă Univerzita Žilina Slovakia 76-81.
Goranczewski B. Puciato D. 2011. Application of SERVQUAL questionnaire in the measurement of quality of hotel services. Pol. J. Sport Tourism 18 166-171.
Ingaldi M. Kotus M. 2018. Assessment of customer satisfaction as an element deciding about enterprise’s competitiveness. Multidisciplinary Aspects of Production Engineering 1(1) 657-664
Ingaldi M. Ulewicz R. 2018. Evaluation of Quality of the e-Commerce Service. International Journal of Ambient Computing and Intelligence 9(2) 55-66.
Jun M. Yang Z. Kim D. 2004. Customers’ perceptions of online retailing service quality and their satisfaction. International Journal of Quality and Reliability Management 21(8) 817-840.
Karaszewski R. 2001. SERVQUAL – metoda badania jakości świadczonych usług. Problemy Jakości 5 8-10.
Karatepe O.M. Yavas U. Babakus E. 2005. Measuring service quality of banks: scale development and validation. Journal of Retailing and Consumer Services 12(5) 373-383.
Kowalik K. Klimecka-Tatar D. 2018. The Process Approach to Service Quality Management. Production Engineering Archives 18 31-34.
Ladhari R. 2008. Alternative measures of service quality: a review. Managing Service Quality 18(1) 65-86.
Ladhari R. 2009. A review of twenty years of SERVQUAL research. International Journal of Quality and Services Sciences 1(2) 172-198.
Niciejewska M. Klimecka-Tatar D. 2018. Health problems among employees in small enterprises as a result of improper OHS management. MATEC Web of Conferences 183 01012.
Nowakowska-Grunt J. Mazur M. 2016. Effectiveness of Logistics Processes of SMEs in the Metal Industry. 25th Anniversary International Conference on Metallurgy and Materials Ostrava Tanger 1956-1961
Parasuraman A. Zeithaml V.A. Berry L.L. 1985. A Conceptual Model of Service Quality and its implications for Future Research. Journal of Marketing 49 4.
Polak N. Stasiak R. 2002. Nowoczesne programy kształcenia dorosłych w szkołach wyższych - element strategii rozwoju uniwersytetów europejskich. Ekonomiceskoe obrazovanie v universitete: puti povysenija kacestva. Materialy Mezdunarodnoj naucno-metodiceskoj konferencii. Grodno Belarus 169-174.
Stoma M. 2012. Modele i metody pomiaru jakości usług. Q&R Polska Sp. z o.o. Lublin Poland.
Ulewicz R. 2014. Application of SERVQUAL Method for Evaluation of Quality of Educational Services at the University of Higher Education. Polish Journal of Management Studies 9 254-264.
Ulewicz R. 2018. Customer Satisfaction Survey in the Furniture Industry. 11th International Scientific Conference WoodEMA 2018 18-19.
Zeithaml V.A. Parasurman A. Berry L.L. 1990. Delivering Quality Service. Balancing customer perceptions and expectations. The Free Press.