Development of service quality for study programme "Therapeutic massage"
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Date
2020
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Rēzeknes Tehnoloģiju akadēmija
Abstract
Higher education institutions try to provide best quality study and services in order to satisfied student. The purpose of this paper is to develop recommendation s to improve service quality for study programme ‘Therapeutic massage’ (EQF study level 5). The standard questionnaire SERVQUAL (five dimensions - reliability, assurance, tangibles, empathy and responsiveness), emphasizing on measuring the gap between level of current and expected service quality was used. In total 122 students (94% of study programme`s students) have participated in research. The study examines the validity of SERVQUAL in assessing students` satisfaction with study programme. Reliability Coefficient Cronbach's A lpha 0.8 8 4. The research found that in the study programme there is a gap of current and expected service quality in dimensions empathy (gap mean score -0.28), tangibles (gap mean score -0. 38 ), r esponsiveness (gap mean score -0. 30 ) indicating that development need to be implemented to enhance the service quality. Based on the research results obtained, recommendations for improvement of service quality were developed.
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Keywords
service quality, SERVQUAL, student satisfaction, study programme, 5.3 Educational sciences, 3.1. Articles or chapters in proceedings/scientific books indexed in Web of Science and/or Scopus database
Citation
Veseta, U, Svētiņa, K & Onzevs, O 2020, Development of service quality for study programme "Therapeutic massage". in V Lubkina, A Kaupužs & D Znotiņa (eds), Sabiedrība. Integrācija. Izglītība = Society. Integration. Education : starptautiskās zinātniskās konferences materiāli = proceedings of the international scientific conference. vol. 6: Sabiedrības veselība un sports., Society. Integration. Education=Sabiedrība. Integrācija. Izglītība, Rēzeknes Tehnoloģiju akadēmija, Rēzekne, pp. 403-413, International Scientific Conference “Society. Integration. Education: Sabiedrība. Integrācija. Izglītība”, 2020, Rēzekne, Latvia, 22/05/20.
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