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

Kód výsledku v 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>

Nalezeny alternativní kódy

RIV/62156489:43110/24:43925250

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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

Název v anglickém jazyce

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

Popis výsledku anglicky

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

Druh

J_SC - Článek v periodiku v databázi SCOPUS

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

N - Vyzkumna aktivita podporovana z neverejnych zdroju

Rok uplatnění

2024

Kód důvěrnosti údajů

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

Název periodika

Tuning Journal for Higher Education

ISSN

2340-8170

e-ISSN

2386-3137

Svazek periodika

11

Číslo periodika v rámci svazku

2

Stát vydavatele periodika

ES - Španělské království

Počet stran výsledku

26

Strana od-do

507-532

Kód UT WoS článku

—

EID výsledku v databázi Scopus

2-s2.0-85195039733