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 and Hieu MINH VU

Basic information

Original name

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

Authors

SKÝPALOVÁ, Renata (203 Czech Republic, guarantor, belonging to the institution); Helena CHLÁDKOVÁ (203 Czech Republic); Chijioke ESOGWA NWACHUKWU and Hieu MINH VU

Edition

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

Other information

Language

English

Type of outcome

Article in a journal

Field of Study

50204 Business and management

Country of publisher

Spain

Confidentiality degree

is not subject to a state or trade secret

References:

URL

Impact factor

Impact factor: 0.400

Organization unit

AMBIS University

DOI

https://doi.org/10.18543/tjhe1122024

EID Scopus

2-s2.0-85195039733

Keywords in English

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

Abstract

In the original language

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

Cite

SKÝPALOVÁ, Renata; Helena CHLÁDKOVÁ; Chijioke ESOGWA NWACHUKWU and 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, vol. 11, No 2, p. 507-532. ISSN 2340-8170. Available from: 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 and 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, vol.~11, No~2, p.~507-532. ISSN~2340-8170. Available from: https://doi.org/10.18543/tjhe1122024.

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