Service Quality in Higher Education:A Conceptual Framework

There are several models used to measure service quality. The most frequently used service quality scales are SERVQUAL and SERVPERF. SERVQUAL and SERVPERF measure the functional quality. Functional quality includes qualification of human relations in organizations and a keyword of this relation is communication. Using functional quality to measure service quality is important but not sufficient for an educational organization. Students are not usually seen as customers at universities. For this reason, different models of service quality have been developed at universities. When these models are viewed it is seen that they have similar characteristics, although the dimensions of service quality are stated in a different way.