Title: | Development of service quality for study programme "Therapeutic massage" |
Authors: | Veseta, Una Svētiņa, Karīna Onzevs, Oskars Lubkina, Velta Kaupužs, Aivars Znotiņa, Daina Rīga Stradiņš University |
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 |
Issue Date: | 2020 |
Publisher: | Rēzeknes Tehnoloģiju akadēmija |
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 . conference |
Series/Report no.: | Society. Integration. Education=Sabiedrība. Integrācija. Izglītība |
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. |
ISSN: | 1691-5887 |
Appears in Collections: | Research outputs from Pure / Zinātniskās darbības rezultāti no ZDIS Pure |
Files in This Item:
File | Size | Format | |
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DEVELOPMENT_OF_SERVICE_QUALITY_FOR_STUDY.pdf | 218.01 kB | Adobe PDF | View/Open |
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