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

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F02819180%3A_____%2F24%3A%230000114" target="_blank" >RIV/02819180:_____/24:#0000114 - isvavai.cz</a>

Alternative codes found

RIV/62156489:43110/24:43925250

Result on the web

<a href="https://tuningjournal.org/article/view/2662/3729" target="_blank" >https://tuningjournal.org/article/view/2662/3729</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.18543/tjhe1122024" target="_blank" >10.18543/tjhe1122024</a>

Result language

angličtina

Original language name

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

Original language description

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

Czech name

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Czech description

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Type

J_SC - Article in a specialist periodical, which is included in the SCOPUS database

CEP classification

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OECD FORD branch

50204 - Business and management

Project

—

Continuities

N - Vyzkumna aktivita podporovana z neverejnych zdroju

Publication year

2024

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Tuning Journal for Higher Education

ISSN

2340-8170

e-ISSN

2386-3137

Volume of the periodical

11

Issue of the periodical within the volume

2

Country of publishing house

ES - SPAIN

Number of pages

26

Pages from-to

507-532

UT code for WoS article

—

EID of the result in the Scopus database

2-s2.0-85195039733