The massification of higher education in the UK: Aspects of service quality

Mihalis Giannakis (1) , Nicola Bullivant (2)

1 Audencia Business School
2 Aston University [Birmingham]

This article explores several aspects of service quality for the provision of higher education. Alongside the trend of the massification of higher education over the past two decades, higher education institutions are required to review quality across a range of outputs, besides teaching and learning. The study was undertaken within the undergraduate placement programme of a UK higher education institution and investigated aspects of service quality through students’ surveys conducted over a five-year period and staff questionnaires and interviews. The findings of the study point out that, amongst other factors, the increase in student numbers implies a deterioration of higher education service quality. Based on the findings, several areas that can potentially improve the quality of higher education services in modern universities are identified.

Mots clés: SERVQUAL; Higher education; Survey; Service quality

Domaines: Gestion et management

Mihalis Giannakis, Nicola Bullivant. The massification of higher education in the UK: Aspects of service quality. Journal of Further and Higher Education, 2016, 40 (5), pp.630-648. ⟨10.1080/0309877X.2014.1000280⟩. ⟨hal-01342553⟩