tailieunhanh - Measuring service auality in The context of higher education in Vietnam

Measuring service auality in The context of higher education in Vietnam. This paper focuses on the understanding of service quality in the context of Vietnamese universities. It proposes an approach for measuring the quality of the higher education service provided by universities in Vietnam. | Journal of Economics and Development Vol. 15, , December 2013, pp. 77 - 90 ISSN 1859 0020 Measuring Service Quality in The Context of Higher Education in Vietnam Nguyen Thi Hoang Yen Posts & Telecommunications Institute of Technology, Hanoi, Vietnam Email: yennth@ Abstract This paper focuses on the understanding of service quality in the context of Vietnamese universities. It proposes an approach for measuring the quality of the higher education service provided by universities in Vietnam. Firstly, an exploratory study was conducted. Then, the set of items which were generated became the subject of a questionnaire that was then administered to 675 students of a Vietnamese university to determine the dimensions of higher education service quality in this context. The obtained results permit us to appropriate a measurement scale which is slightly different from the SERVQUAL scale widely known as the standard for measuring service quality. The results also show that tangible elements, responsiveness and assurance seem to be three specific dimensions of the higher education service of Vietnamese universities. Keywords: Higher education, service quality, SERVQUAL, SERVPERF, Vietnam. Journal of Economics and Development 77 Vol. 15, , December 2013 1. Introduction perspectives of present research. Service quality is regularly considered as a crucial determinant of success and an effective and competitive tool for all service companies. Today, this tool is also used by numerous universities around the world to increase their competitiveness. Indeed, in recent decades, universities have increasingly faced many issues, including the trend of globalization. Facing this reality, they have changed their actions. They think more about students, consider them as major customers and try to satisfy them. Like other service companies, they make efforts to improve the quality of their services. Vietnamese universities are also following this trend. Thus,