Đang chuẩn bị liên kết để tải về tài liệu:
Literature review of service quality and student satisfaction from the perspective of quality assurance in higher education

The paper is a literature review of the two concepts of service quality and student satisfaction in the context of strengthening quality assurance. It discusses the concept of service quality from the view of marketing literature and then applies this concept in the higher education sector. | TRƯỜNG ĐẠI HỌC SƯ PHẠM TP HỒ CHÍ MINH HO CHI MINH CITY UNIVERSITY OF EDUCATION TẠP CHÍ KHOA HỌC JOURNAL OF SCIENCE KHOA HỌC GIÁO DỤC EDUCATION SCIENCE ISSN: 1859-3100 Tập 15, Số 7 (2018): 99-113 Vol. 15, No. 7 (2018): 99-113 Email: tapchikhoahoc@hcmue.edu.vn; Website: http://tckh.hcmue.edu.vn LITERATURE REVIEW OF SERVICE QUALITY AND STUDENT SATISFACTION FROM THE PERSPECTIVE OF QUALITY ASSURANCE IN HIGHER EDUCATION Pham Thi Lan Phuong*, Le Thi Thu Lieu Ho Chi Minh City University of Education Received: 27/6/2018; Revised: 21/7/2018; Accepted: 25/7/2018 ABSTRACT The paper is a literature review of the two concepts of service quality and student satisfaction in the context of strengthening quality assurance. It discusses the concept of service quality from the view of marketing literature and then applies this concept in the higher education sector. Tools for measuring service quality and student satisfaction for assessment of the quality of an institution are also addressed. At the end of the paper are implications for using the theoretical foundations and measuring instruments of service quality and student satisfaction to improve the quality as well as quality management at higher education institutions. Keywords: service quality, student satisfaction, quality assurance, higher education. ộ ệu về hai khái niệm về chấ ượng dịch vụ và sự hài lòng của sinh viên trong bối cả h ă cườ đảm bảo chấ ượ hảo luận khái niệm chất ượng dịch vụ từ đ ểm củ h hị đ ụng khái niệ ro ĩ h ực giáo dục đại học. Các công cụ để đo ường chấ ượng dịch vụ và sự hài lòng củ h ê để đ h chấ ượng của mộ c c được r h ố h ợ cho ệc sử dụ c ậ c cc cụ đo ường chấ ượng dịch vụ và sự hài lòng củ h ê để cải thiện chất ượ c hư ản lí chấ ượng tạ c c c giáo dục đại học. 1. Introduction Service quality has been major preoccupation for managers in numerous industries. It has also been received high attention in the higher education sector and considered as a key indicator of the performance of higher