Application of Servqual and Servperf Methods to Assess the Quality of Teaching Services - Comparative Analysis

Abstract

The features of quality, which is an ambiguous, gradual and very subjective concept, cause that there is no one absolute standard for it. Scientists are looking for ways of its evaluation and improvements of the existing methods. It relates to various areas, but at the same time it is also complex and multifaceted. There are so many definitions of quality that are constantly evolving. In the paper two methods Servqual and Servperf to assess the quality of teaching services were used. The aim of the paper was to compare the results of the service quality analysis with use of both methods and to indicate the differences between them. It was also checked whether conclusions regarding the quality of services differ depending on the used research method. The Servqual method takes into account the individual expectations of the respondents, which may affect the assessment of the actual service. It is more complicated, but the results are more adequate to the specifics of the service. It was shown that in one of the areas the results concerning the quality of teaching services differed significantly depending on the used method. However, according to the literature review and presented analisys it is not possible to indicate which of these two scales to use to properly measure the service quality.