A Service Quality Framework for Higher Education from the Perspective of Service Dominant Logic

  • Najwa Zulkefli
  • Lorna Uden
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 172)


Despite progress made through research and debate, there is still no universal consensus on how best to manage quality within Higher Education Institution (HEI). The key reason is that quality is a complex and multi-faceted construct, particularly in HEI. Quality of service offered cannot be directly observed before consumption. This makes comparing universities extremely difficult, or practically impossible. The aim of this study is to develop a conceptual framework for measuring service quality in HEI by applying the emerging concept of service dominant logic. This paper provides a new paradigm for the measurement of service quality in Higher education based on the emerging discipline of service science. It describes a framework that we have proposed that can be used to measure the quality of service in HEI. The framework is developed through the co-creation of value between students and the staffs.


Service Quality High Education Institution Total Quality Management Balance Scorecard Primary Data Collection 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  • Najwa Zulkefli
    • 1
  • Lorna Uden
    • 1
  1. 1.FCETStaffordshire UniversityBeaconsideUK

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