International Journal of Business, Law, and Education
Vol. 4 No. 1 (2023): International Journal of Business, Law, and Education

SERVQUAL IN HIGHER EDUCATION INSTITUTIONS

MANUNGGAL, BAGUS (Unknown)
AFRIADI, BAMBANG (Unknown)

Article Info

Publish Date
06 Feb 2023

Abstract

Many researchers use SERVQUAL to measure service quality in higher education institutions (HEI). They believe that students are customers and that higher education institution should exceed their expectations. This article uses a literature review to investigate the causes and effects of that paradigm shift. The findings show many negative impacts on treating students as customers such as degrading students-HEI relationship, diverting the orientation of teaching and learning, and contrasting with academic performance. This article suggests that SERVQUAL should not be used to measure the quality of service in higher education institutions.

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Journal Info
International Journal of Business, Law, and Education
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Abbrev

journal

Publisher

IJBLE Scientific Publications Community Inc

Subject

Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Social Sciences Other

Description

International Journal of Business, Law, and Education disseminates knowledge about Business, Law, and Education that useful to academics, educators, scholars, managers, practitioners, policy makers, consumers, and other stakeholders all around the ...