Measuring Service Gap of Higher Education in Bangladesh – A Comparative Study between Public University & Private University Authors: Tarannum Islam Shimin & Abul Kalam

Measuring Service Gap of Higher Education in Bangladesh – A Comparative Study between Public University & Private University

Author: 

Tarannum Islam Shimin & Abul Kalam

Abstract

The study investigates the gap between student’s expectations and perceptions regarding higher education services in Bangladesh with a special focus on SERVQUAL model along with the following dimensions: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. Thirteen public and private universities were surveyed. Average 20 students were taken as a sample from the universities. As of students perception, the services gap (Expected service – Perceived service), in the dimensions of tangibility, responsiveness, assurance and empathy, is significant because expected service is far below from perceived service in the public universities in Bangladesh. But in the dimension of reliability, the services gap is insignificant because expected service is near about perceived service in the same universities. Again, the services gap (Expected service – Perceived service), in the dimensions of responsiveness, reliability, assurance and empathy, is significant because expected service is far below from perceived service in the private universities in Bangladesh. But in the dimension of tangibility, the services gap is insignificant because expected service is near about perceived service in the private universities. However, this SERVQUAL model is used to find out the services gap as well as ensure the service quality in the public and private universities in Bangladesh and to recommend some strategies to minimize this gap as well as to enhance service quality to benefit students, policy makers, government, service providers and country.

 Key words: SERVQUAL Model, Reliability, Responsiveness, Assurance, Empathy and Tangibles.

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Title: Measuring Service Gap of Higher Education in Bangladesh – A Comparative Study between Public University & Private University
Authors: Tarannum Islam Shimin & Abul Kalam
Journal Name: International Journal of Science and Business
Website: ijsab.com
ISSN: ISSN 2520-4750 (Online), ISSN 2521-3040 (Print)
DOI: https://doi.org/After_final_publication
Media: Online and Print
Volume: 2
Issue: 3
Acceptance Date: 11/08/2018
Date of Publication: 13/08/2018
PDF URL: http://ijsab.com/wp-content/uploads/266.pdf
Free download: Available
Page: 491-502
First Page: 491
Last Page: 502

Cite This Article:

Shimin, T. I. & Kalam, A. (2018). Measuring Service Gap of Higher Education in Bangladesh – A Comparative Study between Public University & Private University. International Journal of Science and Business, 2(3), 491-502. doi: https://doi.org/After_final_publication

Retrieved from http://ijsab.com/wp-content/uploads/266.pdf

 

About Authors

Tarannum Islam Shimin: (Corresponding Author) MBA in Marketing, Department of  Marketing, Hajee Mohammad Danesh Science and Technology University (HSTU),  Dinajpur,Bangladesh

Abul Kalam: Assistant Professor, Department of Marketing, Hajee Mohammad Danesh Science and Technology University (HSTU), Dinajpur, Bangladesh

 

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DOI: https://doi.org/After_final_publication

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