QUALITY OF HIGHER EDUCATION IN BANGLADESH: APPLICATION OF A MODIFIED SERVQUAL MODEL
Journal Title: Problems of Education in the 21st Century - Year 2017, Vol 75, Issue 2
Abstract
Progressive importance, swelling investment, and mounting national and global competition necessitate evaluation of the service quality of higher education. Quantifable 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 modifed SERVQUAL gap model. The t-test results suggest that there is a signifcant 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 satisfed 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 confrms that slight modifcation of the proposed seven set model into six set factors can be employed by the management as off-the-rack service quality measurement tool.
Authors and Affiliations
Md. Mamun-ur-Rashid, Md. Zillur Rhman
Keywords
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