Measuring the Service Quality of Higher Education

Abstract

The purpose of this chapter is to analyse the studies in the area of education service quality management conducted on higher education institutions (HEIs), with a special focus on the different parameters used to measure the performance of HEIs. It also analyses the parameters of evaluation used by different higher education institution ranking bodies, such as Academic Ranking of World Universities, Times Higher Education, and Financial Times for Business School Rankings, to name a few. During a search for relevant literature, the authors started with a wide net, beginning with a broad search in Google Scholar and followed by a narrower search in educational databases including Proquest, EBSCO e-journals, and Emerald Insight. The authors found that there is a growing concern that the existing indicators fail to measure the role played by the institution in the life of the student. The authors of the chapter have additionally discussed and suggested the need to use a “value-added' model in the higher education system.