A Service Quality Framework for Higher Education from the Perspective of Service Dominant Logic

Despite progress made through research and debate, there is still no universal consensus on how best to manage quality within Higher Education Institution (HEI). The key reason is that quality is a complex and multi-faceted construct, particularly in HEI. Quality of service offered cannot be directly observed before consumption. This makes comparing universities extremely difficult, or practically impossible. The aim of this study is to develop a conceptual framework for measuring service quality in HEI by applying the emerging concept of service dominant logic. This paper provides a new paradigm for the measurement of service quality in Higher education based on the emerging discipline of service science. It describes a framework that we have proposed that can be used to measure the quality of service in HEI. The framework is developed through the co-creation of value between students and the staffs.