Service Quality in Higher Education: Comparing the Perceptions of Stakeholders

Due to the increasing competition between higher educational institutions, there is an increasing awareness of the importance of enhancing service quality to ensure the institutions continuous survival and success. However, nowadays, providing precise and adequate services to the customers from various backgrounds in the stakeholders list (e.g., faculty, students, parents, and employers) has become a major challenge to higher educational institutions. This paper empirically examines the issues and some critical aspects concerning the development of service quality measures for educational institutions, which includes various members of stakeholders as customers. This paper is expected to provide a better understanding of the improvement strategies of service quality in the higher educational sector.