Measuring Service Gap of Higher Education in Bangladesh – A Comparative Study between Public University & Private University
Author:
Tarannum Islam Shimin
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.
| Title: | Measuring Service Gap of Higher Education in Bangladesh – A Comparative Study between Public University & Private University |
|---|---|
| Authors: | Tarannum Islam Shimin |
| Journal Name: | International Journal of Science and Business |
| Website: | ijsab.com |
| ISSN: | ISSN 2520-4750 (Online), ISSN 2521-3040 (Print) |
| DOI: | https://doi.org/10.5281/zenodo.1345070 |
| Media: | Online and Print |
| Volume: | 2 |
| Issue: | 3 |
| Acceptance Date: | 11/08/2018 |
| Date of Publication: | 14/08/2018 |
| PDF URL: | https://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. (2018). Measuring Service Gap of Higher Education in Bangladesh – A Comparative Study between Public University and Private University. International Journal of Science and Business, 2(3), 491-502. doi: https://doi.org/10.5281/zenodo.1345070
Retrieved from https://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
DOI: https://doi.org/10.5281/zenodo.1345070