Skip to Main content Skip to Navigation
Journal articles

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

Abstract : 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.
Document type :
Journal articles
Complete list of metadata

Cited literature [20 references]  Display  Hide  Download
Contributor : Sylvia Cheminel Connect in order to contact the contributor
Submitted on : Tuesday, July 12, 2016 - 5:24:24 PM
Last modification on : Tuesday, December 21, 2021 - 11:18:02 AM


Giannakis & Bullivant, JFHE 20...
Files produced by the author(s)




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



Record views


Files downloads