QUALITY OF HIGHER EDUCATION IN BANGLADESH: APPLICATION OF A MODIFIED SERVQUAL MODEL

TitleQUALITY OF HIGHER EDUCATION IN BANGLADESH: APPLICATION OF A MODIFIED SERVQUAL MODEL
Publication TypeJournal Article
Year of Publication2017
AuthorsMamun-ur-Rashid, M, Rhman, MZ
JournalProblems of Education in the 21st Century
Volume75
Issue1
Start Page72-91
PaginationContinuous
Date PublishedFebruary/2017
Type of ArticleOriginal article
ISSN1822-7864
Other NumbersICID: 1232394
KeywordsBangladesh, higher education, service quality, SERVQUAL
Abstract

Progressive importance, swelling investment, and mounting national and global competition necessitate evaluation of the service quality of higher education. Quantifiable indicators such as student teacher ratio, student number, women participation, establishing new departments, and increase in the number of universities are no longer enough unless the student’s stand point is considered. This research probed the service quality of higher education in a public university in southern Bangladesh utilizing modified SERVQUAL gap model. The t-test results suggest that there is a significant service gap in all the selected service dimensions such as learning, teaching, recognition, assessment system, internet and library facilities, campus life, and non-academic administration. The results also mirror that little more than half (54.1%) students are satisfied with the service quality of the selected university and almost similar proportion (52.1 %) of the students have future interest in studying in the same university. Regression analysis reveals that learning and recognition are two important determinants of client’s overall satisfaction with the service of selected university. Importance Performance Analysis (IPA) advocates that the university should take immediate step in improving internet and library facilities, campus life, and non-academic administration. Factor analysis output confirms that slight modification of the proposed seven set model into six set factors can be employed by the management as off-the-rack service quality measurement tool.

URLhttp://journals.indexcopernicus.com/abstract.php?icid=1232394
Refereed DesignationRefereed
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