Developing a Service Quality Model for Private Higher Education Institutions in Lebanon
Journal Title: GATR Journal of Management and Marketing Review - Year 2018, Vol 3, Issue 1
Abstract
Objective –The objective of this study is to identify and implement the most suitable and prominent dimensions for service quality, which is key for the development of a successful model. Within a competitive academic environment, Lebanese higher education institutions are forced to develop their own dimensions of service quality and offer higher quality services than their competitors. Therefore, identifying the key dimensions of service quality in the Lebanese higher education sector is a priority for universities, to improve their overall services and maintain high levels of retention. The foremost condition to success is a well-developed service quality assessment process to evaluate university services. This paper aims to investigate the most effective service quality assessment tool for Lebanese universities, in addition to the corresponding dimensions of service quality and their impact on the satisfaction of the students. Methodology/Technique – This study undertakes a comprehensive review of recent studies dealing with different aspects of service quality models and the corresponding service quality dimensions are presented and discussed. Considering the proved and established qualities and capabilities of the SERVQUAL model and the urgent need for service quality assessment for private higher education institutions in Lebanon, a modified SERVQUAL model with seven dimensions is proposed and highlighted as a potential model for assessing service quality in the Lebanese higher education sector. Findings – Based on the comprehensive literature review carried out, it was noted that the SERVQUAL instrument is the most prominent model used in recent investigations to assess service quality in the higher education sector. Novelty – Choosing the proper and the most influential service quality model is one of the crucial challenges faced in higher education.
Authors and Affiliations
Farah Khattab
Keywords
Related Articles
- EP ID EP273827
- DOI -
- Views 140
- Downloads 0
The Role of the Working Environmenton the Employee Morale
Objective - The research aims to know the effect of forming aspects of the work environment consisting of the employee's service, the work condition and the relationship among employees towards employee morale at Limited...
Emotional Intelligence and Job Performance of Accounting Students Undertaking Internships
Objective – This paper investigates the influence of emotional intelligence on job performance among accounting students undertaking Student Internships. Methodology/Technique – This study adopts a quantitative research...
Do Web Atmospherics Affect PurchaseIntention? The Role of Color and Product Display
Objective - The growth of online retailers has increased competition in online business. This situation has forced online retailers to design web atmospherics more attractively. This empirical study examines how web atmo...
Developing a Service Quality Model for Private Higher Education Institutions in Lebanon
Objective –The objective of this study is to identify and implement the most suitable and prominent dimensions for service quality, which is key for the development of a successful model. Within a competitive academic en...
Experiential Marketing to Increase Net Marketing Contribution Margin (NMCM) through Customer Value
Objective – Experiential Marketing may have a positive effect on both the formation of customer value and in the generation of profits for a company. Methodology/Technique – This study examines the calculation of the Net...