Measuring Service Quality in Higher Education: The Experience of Technological Education Institute of Central MacEdonia, Greece


In today's turbulent environment, higher education institutes are facing widespread economic, technological, and cultural changes and increased competition in social and political contexts. Provision of quality services in higher education must be viewed as a strategic issue for development and economic growth. Since students are the driving force in demanding changes and the primary customer in higher education, institutes should place efforts to understand and meet or exceed their expectations in order to succeed in the competitive higher education environment. The paper aims at investigating quality of services in Technological Education Institute of Central Macedonia, Greece. An online survey was conducted. A modified version of HEdPERF, adapted to the institute's needs and characteristics was used in order to assess service quality. Summary statistics of the dimensions of the modified HEdPERF and their correlation coefficients were used in the statistical analysis. An effort was made to investigate how HEdPERF dimensions influence major educational issues. Multiple linear regression and hierarchical clustering techniques were employed in order to detect which dimensions are statistically significant for every educational issue. Both methodologies resulted in two clusters of dimensions that affect service quality whereas the regression coefficients quantify the contribution of each dimension to the specific educational issues. Knowing the relative performance of different dimensions and issues could help institute's managers to gain deeper insights into higher education service quality, draft various managerial strategies on how to improve activities of the organization and the provided services, and make better resource allocation.

Author Information
George Karavasilis, Technological Education Institute of Central Macedonia, Greece
Dimitrios Kiranakis, Technological Education Institute of Central Macedonia, Greece
Dimitrios Paschaloudis, Technological Education Institute of Central Macedonia, Greece
Vasiliki Vrana, Technological Education Institute of Central Macedonia, Greece

Paper Information
Conference: ACEID2016
Stream: Higher education

This paper is part of the ACEID2016 Conference Proceedings (View)
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