Service quality as the source of competitive advantage in
higher education: The difference between students´ expectations
and perceptions

J 2024

Service quality as the source of competitive advantage in higher education: The difference between students´ expectations and perceptions

SKÝPALOVÁ, Renata; Helena CHLÁDKOVÁ; Chijioke ESOGWA NWACHUKWU a Hieu MINH VU

Základní údaje

Originální název

Service quality as the source of competitive advantage in higher education: The difference between students´ expectations and perceptions

Autoři

SKÝPALOVÁ, Renata (203 Česká republika, garant, domácí); Helena CHLÁDKOVÁ (203 Česká republika); Chijioke ESOGWA NWACHUKWU a Hieu MINH VU

Vydání

Tuning Journal for Higher Education, Nizozemí, University of Deusto, 2024, 2340-8170

Další údaje

Jazyk

angličtina

Typ výsledku

Článek v odborném periodiku

Obor

50204 Business and management

Stát vydavatele

Španělsko

Utajení

není předmětem státního či obchodního tajemství

Odkazy

URL

Impakt faktor

Impact factor: 0.400

Organizační jednotka

AMBIS vysoká škola, a.s.

DOI

https://doi.org/10.18543/tjhe1122024

EID Scopus

2-s2.0-85195039733

Klíčová slova anglicky

Higher education institution;service quality;student satisfaction;SERVQUAL model;competitive advantage

Štítky

RIV 2024

Příznaky

Recenzováno

Změněno: 26. 2. 2025 18:19, Ing. Kateřina Lendrová

Anotace

V originále

The aim of this paper is to measure and compare the quality of services provided by higher education institutions in the Czech Republic and Vietnam. It is not the sheer volume of services offered, but their quality, which matters as a strategic tool enhancing the competitiveness in the tertiary education market. Feedback from student-clients is valuable to school management in their efforts to improve the services supplied. Samples of hundreds of students from the Czech Republic and Vietnam were involved in the research applying the SERVQUAL method. The five-dimensional questionnaire was administered, and the obtained data were analysed using descriptive statistics and t-test. The results show that Czech respondents are less satisfied with the service quality than their Vietnamese counterparts. In both countries, the quality perception in all dimensions was lower than expectations, the largest gaps being found in the Assurance dimension.Czech students placed the greatest emphasis on the Empathy factor, while

Citovat

SKÝPALOVÁ, Renata; Helena CHLÁDKOVÁ; Chijioke ESOGWA NWACHUKWU a Hieu MINH VU. Service quality as the source of competitive advantage in higher education: The difference between students´ expectations and perceptions. Tuning Journal for Higher Education. Nizozemí: University of Deusto, 2024, roč. 11, č. 2, s. 507-532. ISSN 2340-8170. Dostupné z: https://doi.org/10.18543/tjhe1122024.

@article{491101,
   author = {Skýpalová, Renata and Chládková, Helena and Esogwa Nwachukwu, Chijioke and Minh Vu, Hieu},
   article_location = {Nizozemí},
   article_number = {2},
   doi = {https://doi.org/10.18543/tjhe1122024},
   keywords = {Higher education institution;service quality;student satisfaction;SERVQUAL model;competitive advantage},
   language = {eng},
   issn = {2340-8170},
   journal = {Tuning Journal for Higher Education},
   title = {Service quality as the source of competitive advantage in higher education: The difference between students´ expectations and perceptions},
   url = {https://tuningjournal.org/article/view/2662/3729},
   volume = {11},
   year = {2024}
}

TY  - JOUR
ID  - 491101
AU  - Skýpalová, Renata - Chládková, Helena - Esogwa Nwachukwu, Chijioke - Minh Vu, Hieu
PY  - 2024
TI  - Service quality as the source of competitive advantage in higher education: The difference between students´ expectations and perceptions
JF  - Tuning Journal for Higher Education
VL  - 11
IS  - 2
SP  - 507-532
EP  - 507-532
PB  - University of Deusto
SN  - 23408170
KW  - Higher education institution;service quality;student satisfaction;SERVQUAL model;competitive advantage
UR  - https://tuningjournal.org/article/view/2662/3729
N2  - The aim of this paper is to measure and compare the quality of services provided by higher education institutions in the Czech Republic and Vietnam. It is not the sheer volume of services offered, but their quality, which matters as a strategic tool enhancing the competitiveness in the tertiary education market. Feedback from student-clients is valuable to school management in their efforts to improve the services supplied. Samples of hundreds of students from the Czech Republic and Vietnam were involved in the research applying the SERVQUAL method. The five-dimensional questionnaire was administered, and the obtained data were analysed using descriptive statistics and t-test. The results show that Czech respondents are less satisfied with the service quality than their Vietnamese counterparts. In both countries, the quality perception in all dimensions was lower than expectations, the largest gaps being found in the Assurance dimension.Czech students placed the greatest emphasis on the Empathy factor, while
ER  -

SKÝPALOVÁ, Renata; Helena CHLÁDKOVÁ; Chijioke ESOGWA NWACHUKWU a Hieu MINH VU. Service quality as the source of competitive advantage in higher education: The difference between students´ expectations and perceptions. \textit{Tuning Journal for Higher Education}. Nizozemí: University of Deusto, 2024, roč.~11, č.~2, s.~507-532. ISSN~2340-8170. Dostupné z: https://doi.org/10.18543/tjhe1122024.

Přehled o publikaci