SERVQUAL Model in HEI Monitoring Survey as a Part of Quality Assurance Policy
- 10.2991/aebmr.k.210320.036How to use a DOI?
- HEI, quality of education, SERVQUAL, ranking, university management
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.
- © 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/).
Cite this article
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 -