Developing a Service Quality Framework for a Special Type of Course

  • Vivien Surman Department of Management and Business Economics, Faculty of Economic and Social Sciences, Budapest University of Technology and Economics, H-1117 Budapest, Magyar Tudósok krt., 2, Hungary
  • Zsuzsanna Eszter Tóth Department of Management and Business Law, Institute of Business Economics, Eötvös Loránd University, H-1053 Budapest, Egyetem tér, 1-3, Hungary


This paper addresses the issue of service quality measurement and evaluation in higher education and stresses the need to develop sound measures for special types of courses. During these courses students carry out project works under special circumstances and with special characteristics compared to "ordinary" courses where traditional course evaluation methods have been applied for a long time. The primary aim of the paper is to support the need to develop valid, reliable and replicable measures of service quality in case of these courses. Therefore, a questionnaire was designed for these courses to collect students' perceptions. The results are reported by using an importance-performance analysis supplemented by the draw of statistical conclusions. The presented methodology allows the identification of importance-performance gaps and supports the assessment of quality improvement programs.

Keywords: higher education, service quality, student satisfaction, course evaluation, importance-performance analysis
Published online
How to Cite
Surman, V. and Tóth, Z. (2019) “Developing a Service Quality Framework for a Special Type of Course”, Periodica Polytechnica Social and Management Sciences, 27(1), pp. 66-86.