Abstract—In what has become a highly competitive environment, students have become more discriminating in their selection and more demanding of the universities they choose. It is important then for institutions to understand service quality attributes what incoming students desire (and increasingly expect) from the institution of their choice. Higher education (HE) institutions should ensure that all services encounters are managed to enhance students’ perceived quality. While there is a consensus on the importance of service quality issues in HE, the identification and classification of the service quality attributes is a challenge to gain a better understanding of the quality issues of students’ experiences face. The aim of this study is to identify and classify the service attributes that can promote student satisfaction. The process of identification and classification is demonstrated empirically in a case study of a well-known private university in Indonesia.

Index Terms—identification, classification, service quality, higher education.

Ronald Sukwadi is with the Industrial and Systems Department, Chung Yuan Christian University, Chung Li, Taiwan, on leave from the Industrial Engineering Department, Atma Jaya Catholic University, Jakarta, Indonesia (e-mail: ronaldmanutd@yahoo.com).
Ching-Chow Yang is with the Industrial and Systems Department, Chung Yuan Christian University, Chung Li, Taiwan (e-mail: chinchow@cycu.edu.tw).
Fan Liu is with the School of Management, Kyung Hee University, Seoul, South Korea (e-mail: imfanliu@gmail.com).

 

Cite: Ronald Sukwadi, Ching-Chow Yang, and Fan Liu, "Towards an Identification and Classification of Service Quality Attributes in Higher Education," International Journal of  e-Education,  e-Business,  e-Management  and 
e-Learning vol. 1, no. 2, pp. 163-168, 2011.