{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2022,6,2]],"date-time":"2022-06-02T05:12:04Z","timestamp":1654146724155},"reference-count":86,"publisher":"IGI Global","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2013,7,1]]},"abstract":"<p>Education industry is considered as one of the most dominant industrial sectors in modern economy. As a significant service sector in modern times there is much concern from the part of both academics and practitioners regarding the enhancement of its client satisfaction which in this case is considered as students\u2019 satisfaction. This study is aimed at using Parasuraman\u2019s SERVQUAL model to find out its impact on customer satisfaction in the private universities in Bangladesh. Since understanding service quality factors in higher education sector is still grey, the study has applied methodology triangulation in order to derive clear answers on both what and why questions i.e. the extent of the impact of SERVQUAL model on student\u2019s satisfaction as well as the detail reason of such impact to judge its applicability in private universities of Bangladesh. The findings revealed that all the five factors of SERVQUAL were found to have significant impact on the students\u2019 satisfaction of the private universities in Bangladesh. The qualitative techniques reveal the detail reasons of such impact from Bangladesh perspectives.<\/p>","DOI":"10.4018\/ijtem.2013070101","type":"journal-article","created":{"date-parts":[[2013,11,22]],"date-time":"2013-11-22T17:10:06Z","timestamp":1385140206000},"page":"1-20","source":"Crossref","is-referenced-by-count":1,"title":["Applicability of SERVQUAL in Private Higher Education Institutions in Bangladesh"],"prefix":"10.4018","volume":"3","author":[{"given":"Mohammad Fateh Ali Khan","family":"Panni","sequence":"first","affiliation":[{"name":"Department of Business Administration, City University, Banani, Dhaka, Bangladesh"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Md. Abdus Salam","family":"Sarker","sequence":"additional","affiliation":[{"name":"Department of Business Administration, City University, Banani, Dhaka, Bangladesh"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"2432","reference":[{"key":"ijtem.2013070101-0","doi-asserted-by":"publisher","DOI":"10.1108\/02634500610641543"},{"key":"ijtem.2013070101-1","unstructured":"Alam, M., Haque, M. S., & Siddiqui, S. F. (2007). Private higher education in Bangladesh, Research papers. Paris, Fracne: International Institute for Education Planning."},{"key":"ijtem.2013070101-2","doi-asserted-by":"publisher","DOI":"10.1108\/09684889810242182"},{"key":"ijtem.2013070101-3","first-page":"17","article-title":"Quality education management at private universities in Bangladesh: An exploratory study. Jurnal Pendidik dan Pendidikan","volume":"24","author":"M. A.Ashraf","year":"2009","journal-title":"Jil"},{"key":"ijtem.2013070101-4","doi-asserted-by":"publisher","DOI":"10.1108\/03090569710176655"},{"issue":"1","key":"ijtem.2013070101-5","first-page":"423","article-title":"Is there a need to develop a separate service quality scale for every service sector? Verification of SERVQUAL in higher education services.","volume":"17","author":"B.Atrek","year":"2012","journal-title":"The Journal of Faculty of Economics and Administrative Sciences"},{"key":"ijtem.2013070101-6","year":"1993","journal-title":"Statistical year book of Bangladesh"},{"issue":"1","key":"ijtem.2013070101-7","first-page":"4","article-title":"Quality assurance and disciplinary differences. The Australian Universities'","volume":"37","author":"T.Becher","year":"1994","journal-title":"RE:view"},{"key":"ijtem.2013070101-8","doi-asserted-by":"publisher","DOI":"10.1108\/08876040310482801"},{"key":"ijtem.2013070101-9","doi-asserted-by":"publisher","DOI":"10.1108\/00400919810203535"},{"key":"ijtem.2013070101-10","doi-asserted-by":"publisher","DOI":"10.1300\/J050v08n03_01"},{"key":"ijtem.2013070101-11","doi-asserted-by":"publisher","DOI":"10.1108\/03090569610105762"},{"key":"ijtem.2013070101-12","doi-asserted-by":"publisher","DOI":"10.1108\/09684880310501386"},{"key":"ijtem.2013070101-13","doi-asserted-by":"publisher","DOI":"10.1108\/09684889710156558"},{"key":"ijtem.2013070101-14","doi-asserted-by":"publisher","DOI":"10.1080\/13538320308163"},{"key":"ijtem.2013070101-15","author":"P. B.Crosby","year":"1979","journal-title":"Quality is free"},{"key":"ijtem.2013070101-16","doi-asserted-by":"publisher","DOI":"10.1034\/j.1600-0528.2000.280305.x"},{"key":"ijtem.2013070101-17","author":"N. K.Denzin","year":"1978","journal-title":"The research act: A theoretical introduction to sociological methods"},{"key":"ijtem.2013070101-18","doi-asserted-by":"publisher","DOI":"10.1108\/09684880610678568"},{"issue":"2","key":"ijtem.2013070101-19","first-page":"64","article-title":"e-Marketing and small business enterprises: A review of the methodologies.","volume":"2","author":"H.El-Gohary","year":"2008","journal-title":"Journal of Business and Public Policy"},{"key":"ijtem.2013070101-20","doi-asserted-by":"publisher","DOI":"10.1080\/1360080022000013518"},{"key":"ijtem.2013070101-21","author":"A. V.Feigenbaum","year":"1983","journal-title":"Total quality control"},{"key":"ijtem.2013070101-22","doi-asserted-by":"publisher","DOI":"10.1108\/02652329210007867"},{"key":"ijtem.2013070101-23","first-page":"60","article-title":"Quality of what and quality for whom?","author":"J.Freeland","year":"1991","journal-title":"Improving the Quality of Australian Schools"},{"key":"ijtem.2013070101-24","author":"L.Harvey","year":"1992","journal-title":"Criteria for quality in higher education. Report of the QHE Project"},{"issue":"3","key":"ijtem.2013070101-25","first-page":"163","article-title":"Service quality and student satisfaction: A case study at private higher education institutions.","volume":"1","author":"H. F. A.Hasan","year":"2008","journal-title":"International Business Research"},{"key":"ijtem.2013070101-26","first-page":"140","article-title":"What does college teach? It's time to put an end to \u201cfaith-based\u201d acceptance of higher education's quality.","volume":"296","author":"R. H.Hersh","year":"2005","journal-title":"Atlantic Monthly"},{"key":"ijtem.2013070101-27","doi-asserted-by":"publisher","DOI":"10.1108\/09604520610663516"},{"key":"ijtem.2013070101-28","first-page":"164","article-title":"Putting the service-profit chain to work.","author":"J. L.Heskett","year":"1994","journal-title":"Harvard Business Review"},{"key":"ijtem.2013070101-29","doi-asserted-by":"publisher","DOI":"10.1108\/09684889510093497"},{"key":"ijtem.2013070101-30","doi-asserted-by":"publisher","DOI":"10.1108\/09684880810848413"},{"key":"ijtem.2013070101-31","author":"J. M.Juran","year":"1988","journal-title":"Juran\u2019s quality control handbook"},{"key":"ijtem.2013070101-32","unstructured":"Kabir, N. (2006). Private universities: An analytical assessment. The Daily New Age, 10\u201311."},{"key":"ijtem.2013070101-33","doi-asserted-by":"publisher","DOI":"10.1108\/09684880210446866"},{"key":"ijtem.2013070101-34","doi-asserted-by":"publisher","DOI":"10.1111\/j.1540-5915.1994.tb01868.x"},{"issue":"4","key":"ijtem.2013070101-35","first-page":"37","article-title":"Teaching quality in higher education: What do we need to improve?","volume":"1","author":"M. M.Khan","year":"2011","journal-title":"Interdisciplinary Journal of Research in Business"},{"issue":"9","key":"ijtem.2013070101-36","first-page":"38","article-title":"Service quality in higher education case study: Measuring service quality of Islamic Azad University, Firoozkooh branch.","volume":"1","author":"F.Khodayari","year":"2011","journal-title":"Interdisciplinary Journal of Research in Business"},{"key":"ijtem.2013070101-37","author":"C. A.Kiesler","year":"1969","journal-title":"Attitude change"},{"issue":"1","key":"ijtem.2013070101-38","doi-asserted-by":"crossref","first-page":"123","DOI":"10.1177\/074391568200100110","article-title":"Development of cross cultural instrument to measure the attitudes of consumers and business people towards consumerism.","volume":"1","author":"G. D.Klein","year":"1982","journal-title":"Journal of Public Policy & Marketing"},{"key":"ijtem.2013070101-39","doi-asserted-by":"publisher","DOI":"10.1108\/09684880610678586"},{"key":"ijtem.2013070101-40","author":"P.Kotler","year":"1991","journal-title":"Marketing management: Analysis, planning, implementation, and control"},{"key":"ijtem.2013070101-41","doi-asserted-by":"publisher","DOI":"10.1080\/030437900308607"},{"issue":"1","key":"ijtem.2013070101-42","first-page":"1549","article-title":"Measuring the level of customer satisfaction among employees of human resource division.","volume":"3","author":"S.Mahiah","year":"2006","journal-title":"Advances in Global Business Research"},{"key":"ijtem.2013070101-43","doi-asserted-by":"publisher","DOI":"10.1362\/026725705774538471"},{"issue":"1&2","key":"ijtem.2013070101-44","first-page":"1","article-title":"Customer focus of the private universities of Bangladesh: A TQM perspective","volume":"34","author":"M. Z.Mamun","year":"2008","journal-title":"Journal of Business Administration"},{"issue":"3","key":"ijtem.2013070101-45","first-page":"50","article-title":"A search for measuring quality in engineering education: An empirical study.","volume":"2","author":"K.Mandal","year":"2012","journal-title":"Zenith International Journal of Business Economics and Management Research"},{"key":"ijtem.2013070101-46","doi-asserted-by":"publisher","DOI":"10.1108\/09684880510578650"},{"key":"ijtem.2013070101-47","doi-asserted-by":"publisher","DOI":"10.1108\/EUM0000000000298"},{"key":"ijtem.2013070101-48","doi-asserted-by":"publisher","DOI":"10.1108\/09684880610643601"},{"key":"ijtem.2013070101-49","doi-asserted-by":"publisher","DOI":"10.1016\/S0099-1333(96)90056-7"},{"key":"ijtem.2013070101-50","author":"C. J.Nunnally","year":"1978","journal-title":"Psychometric theory"},{"key":"ijtem.2013070101-51","doi-asserted-by":"publisher","DOI":"10.1108\/09604520110391351"},{"key":"ijtem.2013070101-52","doi-asserted-by":"publisher","DOI":"10.1108\/09684880410517423"},{"key":"ijtem.2013070101-53","doi-asserted-by":"publisher","DOI":"10.1108\/09684880010325600"},{"key":"ijtem.2013070101-54","doi-asserted-by":"publisher","DOI":"10.1108\/08876040610646581"},{"key":"ijtem.2013070101-55","unstructured":"Palihawadana, D. (1996). Modeling student evaluation in marketing education. In Proceedings of the 1996 Annual Marketing Education Group Conference."},{"key":"ijtem.2013070101-56","doi-asserted-by":"publisher","DOI":"10.2307\/1251430"},{"issue":"1","key":"ijtem.2013070101-57","first-page":"12","article-title":"SERVQUAL: A multiple-item scale for measuring consumer perceptions.","volume":"64","author":"A.Parasuraman","year":"1988","journal-title":"Journal of Retailing"},{"key":"ijtem.2013070101-58","author":"A.Parasuraman","year":"1990","journal-title":"Delivering quality service. Balancing Customer Perceptions and Expectations"},{"key":"ijtem.2013070101-59","doi-asserted-by":"publisher","DOI":"10.1016\/0022-4359(94)90033-7"},{"key":"ijtem.2013070101-60","first-page":"90","article-title":"Disconfirmation of expectations and the gap model of service quality: An integrated paradigm. Journal of Consumer Satisfaction","volume":"6","author":"P. G.Patterson","year":"1993","journal-title":"Dissatisfaction and Complaining Behavior"},{"key":"ijtem.2013070101-61","author":"M.Patton","year":"1990","journal-title":"Qualitative evaluation and research methods"},{"key":"ijtem.2013070101-62","doi-asserted-by":"publisher","DOI":"10.1108\/02656719710165455"},{"key":"ijtem.2013070101-63","unstructured":"Ramaiyah, A., Zain, A. N. M., & Ahmad, H. B. (2007). Exploring the dimensions of service quality in higher education research. Retrieved from http:\/\/eprints.um.edu.my\/16\/1\/arivalan.pdf"},{"issue":"4","key":"ijtem.2013070101-64","doi-asserted-by":"crossref","first-page":"197","DOI":"10.1080\/00098655.1995.9957230","article-title":"Quality in education.","volume":"68","author":"R. W.Reising","year":"1995","journal-title":"Clearing House (Menasha, Wis.)"},{"key":"ijtem.2013070101-65","unstructured":"Riznic, D., \u0110uric, I., & Rajic, T. (2011). An empirical assessment of the applicability of SERVQUAL framework in higher education setting. In Proceedings of the 5th International Quality Conference Proceedings, Center for Quality, Faculty of Mechanical Engineering, University of Kragujevac. (pp. 533-41)."},{"key":"ijtem.2013070101-66","author":"C.Robson","year":"2002","journal-title":"Real world research: A resource for social scientists and practitioner researchers"},{"key":"ijtem.2013070101-67","doi-asserted-by":"publisher","DOI":"10.1108\/09684889610125814"},{"issue":"1","key":"ijtem.2013070101-68","first-page":"87","article-title":"Using SERVQUAL to measure the service quality of travel agents in Guangzhou, South China.","volume":"9","author":"Z.Ruiqi","year":"2009","journal-title":"Journal of Service Research"},{"issue":"3","key":"ijtem.2013070101-69","first-page":"23","article-title":"An instrument for measuring engineering education quality from students perspective.","volume":"13","author":"P. B.Sakthivel","year":"2006","journal-title":"The Quality Management Journal"},{"issue":"1","key":"ijtem.2013070101-70","first-page":"94","article-title":"Measuring customer satisfaction in higher education in Bangladesh: An empirical insight on private universities.","volume":"5","author":"M. A. S.Sarker","year":"2012","journal-title":"Stamford Journal of Business Studies"},{"key":"ijtem.2013070101-71","unstructured":"Smith, P., O\u2019Donnell, L., Easton, C., & Rudd, P. (2007). Secondary social, emotional and behavioural skills pilot evaluation. Research Report RR003. Nottingham, UK: DCSF Publications."},{"key":"ijtem.2013070101-72","doi-asserted-by":"publisher","DOI":"10.1108\/08876040610674616"},{"key":"ijtem.2013070101-73","doi-asserted-by":"publisher","DOI":"10.1108\/09513540410512163"},{"key":"ijtem.2013070101-74","doi-asserted-by":"publisher","DOI":"10.1108\/09578239610107174"},{"key":"ijtem.2013070101-75","unstructured":"Srijumpa, R., & Speece, M. (2004). Understanding technology-based self-service encounters: Asian services in the new era. Asia Academy of Management, (4), 1- 21."},{"key":"ijtem.2013070101-76","first-page":"75","article-title":"Critical factors in service quality measurement for private universities: The case of Bangladesh.","volume":"22","author":"P.Sultan","year":"2007","journal-title":"Ritsumeikan Journal of Asia Pacific Studies"},{"key":"ijtem.2013070101-77","doi-asserted-by":"publisher","DOI":"10.1080\/1353832242000195032"},{"key":"ijtem.2013070101-78","doi-asserted-by":"publisher","DOI":"10.1108\/09684880510594364"},{"key":"ijtem.2013070101-79","unstructured":"Teo, C. L. (October 21st 2001). Realities of private institution. New Strait Time, 4."},{"key":"ijtem.2013070101-80","year":"2011","journal-title":"38th Annual Report 2011"},{"key":"ijtem.2013070101-81","doi-asserted-by":"publisher","DOI":"10.1108\/EUM0000000003205"},{"key":"ijtem.2013070101-82","doi-asserted-by":"publisher","DOI":"10.1108\/09684880610678540"},{"issue":"2","key":"ijtem.2013070101-83","article-title":"Quality in higher education: A conceptualisation and some observations on the implementation of a sectoral quality system.","volume":"16","author":"M.Yorke","year":"1992","journal-title":"The Journal of Higher Education"},{"key":"ijtem.2013070101-84","author":"V.Zeithaml","year":"1987","journal-title":"Defining and relating price, perceived quality and perceived value"},{"key":"ijtem.2013070101-85","author":"V. A.Zeithaml","year":"1990","journal-title":"Delivering quality service: Balancing customer perceptions and expectations"}],"container-title":["International Journal of Technology and Educational Marketing"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=94573","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,2]],"date-time":"2022-06-02T04:29:46Z","timestamp":1654144186000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/ijtem.2013070101"}},"subtitle":[""],"short-title":[],"issued":{"date-parts":[[2013,7,1]]},"references-count":86,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2013,7]]}},"URL":"https:\/\/doi.org\/10.4018\/ijtem.2013070101","relation":{},"ISSN":["2155-5605","2155-5613"],"issn-type":[{"value":"2155-5605","type":"print"},{"value":"2155-5613","type":"electronic"}],"subject":[],"published":{"date-parts":[[2013,7,1]]}}}