{"id":"https://openalex.org/W50277311","doi":"https://doi.org/10.29302/oeconomica.2012.14.2.32","title":"\"Assessing The Quality Of Higher Education Services Using A Modified Servqual Scale \"","display_name":"\"Assessing The Quality Of Higher Education Services Using A Modified Servqual Scale \"","publication_year":2012,"publication_date":"2012-12-31","ids":{"openalex":"https://openalex.org/W50277311","doi":"https://doi.org/10.29302/oeconomica.2012.14.2.32","mag":"50277311"},"language":"en","primary_location":{"id":"doi:10.29302/oeconomica.2012.14.2.32","doi":"https://doi.org/10.29302/oeconomica.2012.14.2.32","is_oa":true,"landing_page_url":"https://doi.org/10.29302/oeconomica.2012.14.2.32","pdf_url":"https://doi.org/10.29302/oeconomica.2012.14.2.32","source":{"id":"https://openalex.org/S4210229752","display_name":"Annales Universitatis Apulensis Series Oeconomica","issn_l":"1454-9409","issn":["1454-9409","2344-4975"],"is_oa":false,"is_in_doaj":true,"is_core":false,"listed_in":["anvur-scientific","doaj","erih-plus"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Annales Universitatis Apulensis Series Oeconomica","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://doi.org/10.29302/oeconomica.2012.14.2.32","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5001079903","display_name":"Shp\u00ebtim \u00c7erri","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Shp\u00ebtim \u00c7erri","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5001079903"],"corresponding_institution_ids":[],"apc_list":{"value":50,"currency":"EUR","value_usd":53},"apc_paid":null,"fwci":1.3016,"has_fulltext":true,"cited_by_count":32,"citation_normalized_percentile":{"value":0.84981258,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"2","issue":"14","first_page":"664","last_page":"679"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T13929","display_name":"Educational Outcomes and Influences","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8399999737739563},{"id":"https://openalex.org/keywords/higher-education","display_name":"higher education","score":0.7229999899864197},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.9330000281333923},{"id":"https://openalex.org/keywords/public-universities","display_name":"public universities","score":0.7059999704360962},{"id":"https://openalex.org/keywords/student-perceptions","display_name":"student perceptions","score":0.8690000176429749},{"id":"https://openalex.org/keywords/gap-analysis","display_name":"gap analysis","score":0.7450000047683716},{"id":"https://openalex.org/keywords/university-competition","display_name":"university competition","score":0.5680000185966492},{"id":"https://openalex.org/keywords/private-universities","display_name":"private universities","score":0.6779999732971191},{"id":"https://openalex.org/keywords/albanian-universities","display_name":"Albanian universities","score":0.6079999804496765},{"id":"https://openalex.org/keywords/market-orientation","display_name":"market orientation","score":0.5360000133514404}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.9265505075454712},{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.6517000198364258},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.540441632270813},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.38959577679634094},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.355475515127182},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3287588059902191},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3202090263366699},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.27828916907310486},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.12162691354751587},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.10276299715042114},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.045937031507492065},{"id":"https://openalex.org/C58640448","wikidata":"https://www.wikidata.org/wiki/Q42515","display_name":"Cartography","level":1,"score":0.04507875442504883},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.29302/oeconomica.2012.14.2.32","doi":"https://doi.org/10.29302/oeconomica.2012.14.2.32","is_oa":true,"landing_page_url":"https://doi.org/10.29302/oeconomica.2012.14.2.32","pdf_url":"https://doi.org/10.29302/oeconomica.2012.14.2.32","source":{"id":"https://openalex.org/S4210229752","display_name":"Annales Universitatis Apulensis Series Oeconomica","issn_l":"1454-9409","issn":["1454-9409","2344-4975"],"is_oa":false,"is_in_doaj":true,"is_core":false,"listed_in":["anvur-scientific","doaj","erih-plus"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Annales Universitatis Apulensis Series Oeconomica","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:alu:journl:v:2:y:2012:i:14:p:32","doi":null,"is_oa":false,"landing_page_url":"http://oeconomica.uab.ro/upload/lucrari/1420122/32.pdf","pdf_url":"http://oeconomica.uab.ro/upload/lucrari/1420122/32.pdf","source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"doi:10.29302/oeconomica.2012.14.2.32","doi":"https://doi.org/10.29302/oeconomica.2012.14.2.32","is_oa":true,"landing_page_url":"https://doi.org/10.29302/oeconomica.2012.14.2.32","pdf_url":"https://doi.org/10.29302/oeconomica.2012.14.2.32","source":{"id":"https://openalex.org/S4210229752","display_name":"Annales Universitatis Apulensis Series Oeconomica","issn_l":"1454-9409","issn":["1454-9409","2344-4975"],"is_oa":false,"is_in_doaj":true,"is_core":false,"listed_in":["anvur-scientific","doaj","erih-plus"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Annales Universitatis Apulensis Series Oeconomica","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.9235000014305115,"id":"https://metadata.un.org/sdg/4","display_name":"Quality education"}],"sustainable_development_goals_aurora":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W50277311.pdf","grobid_xml":"https://content.openalex.org/works/W50277311.grobid-xml"},"referenced_works_count":55,"referenced_works":["https://openalex.org/W1506626215","https://openalex.org/W1559330557","https://openalex.org/W1568274144","https://openalex.org/W1594945480","https://openalex.org/W1601116606","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1883526275","https://openalex.org/W1968533756","https://openalex.org/W1977610096","https://openalex.org/W1979656299","https://openalex.org/W1986565273","https://openalex.org/W1996137064","https://openalex.org/W1998585711","https://openalex.org/W2002836399","https://openalex.org/W2008494738","https://openalex.org/W2012958166","https://openalex.org/W2020421105","https://openalex.org/W2024366352","https://openalex.org/W2024462708","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2037739239","https://openalex.org/W2039330702","https://openalex.org/W2039470208","https://openalex.org/W2042615957","https://openalex.org/W2050578586","https://openalex.org/W2050822195","https://openalex.org/W2055929914","https://openalex.org/W2059507475","https://openalex.org/W2070263024","https://openalex.org/W2070961106","https://openalex.org/W2071111784","https://openalex.org/W2077389510","https://openalex.org/W2080855019","https://openalex.org/W2083166601","https://openalex.org/W2083817051","https://openalex.org/W2085067988","https://openalex.org/W2085821040","https://openalex.org/W2089179172","https://openalex.org/W2094013842","https://openalex.org/W2095460192","https://openalex.org/W2099358844","https://openalex.org/W2102349547","https://openalex.org/W2113182725","https://openalex.org/W2149608872","https://openalex.org/W2153640133","https://openalex.org/W2611897969","https://openalex.org/W2795656446","https://openalex.org/W3012479489","https://openalex.org/W4233985731","https://openalex.org/W4235678817","https://openalex.org/W4245179714","https://openalex.org/W4301131586","https://openalex.org/W4302785603"],"related_works":["https://openalex.org/W4291328804","https://openalex.org/W2988486395","https://openalex.org/W51673464","https://openalex.org/W2800071119","https://openalex.org/W2113586794","https://openalex.org/W3141656868","https://openalex.org/W2892040293","https://openalex.org/W3208709273","https://openalex.org/W7217117118","https://openalex.org/W7217111448"],"abstract_inverted_index":{"The":[0],"purpose":[1],"of":[2,51,81,98,168,181],"the":[3,8,18,63,70,117,135,144,159,207],"study":[4,142],"is":[5],"to":[6,42,61,78,122,133],"assess":[7],"service":[9,38,71,84,99,127,153,169],"quality":[10,39,85,100,128,154,170,192],"in":[11,15,57,74,101,120,151,155,163,171,175,177,197],"high":[12,102,139],"public":[13,22,55,156,202],"education":[14,140],"Albania,":[16],"using":[17],"SERVQUAL":[19,49,145],"approach.Today":[20],"Albanian":[21],"universities":[23,56,172],"are":[24],"facing":[25],"fierce":[26],"competition":[27,136],"from":[28,53,108,137],"private":[29,164],"universities,":[30,76,203],"so":[31],"they":[32,40,72],"find":[33],"imperative":[34],"focusing":[35,204],"firmly":[36],"on":[37,46,87,95,206],"offer":[41],"students.The":[43],"paper":[44],"reports":[45],"a":[47,148,178,185,199,210],"modified":[48],"survey":[50,59],"students":[52,67],"five":[54],"Albania.The":[58],"aims":[60],"capture":[62],"perceptions":[64,97],"and":[65],"expectations":[66],"have":[68],"about":[69],"receive":[73,116],"respective":[75],"leading":[77],"an":[79],"evaluation":[80],"overall":[82],"perceived":[83],"based":[86],"gap":[88,114],"analysis.The":[89],"data":[90],"analysis":[91],"reveals":[92],"interesting":[93],"findings":[94,110],"students'":[96],"education.The":[103],"universities'":[104],"management":[105],"would":[106],"benefit":[107],"these":[109],"by":[111],"knowing":[112],"which":[113],"should":[115],"most":[118],"attention":[119],"order":[121],"gain":[123],"competitive":[124],"advantage.An":[125],"improved":[126],"will":[129,173,194],"also":[130,195],"help":[131,174,196],"them":[132],"face":[134],"other":[138],"institutions.The":[141],"confirms":[143],"scale":[146],"as":[147,162,209],"suitable":[149],"tool":[150],"assessing":[152],"sector,":[157],"holding":[158],"same":[160],"strengths":[161],"sector.The":[165],"continuous":[166,179],"measurement":[167,193],"engaging":[176],"improvement":[180],"this":[182],"quality,":[183],"creating":[184,198],"good":[186],"basis":[187],"for":[188,201],"achieving":[189],"higher":[190],"objectives.Service":[191],"marketorientation":[200],"more":[205],"student":[208],"customer.":[211]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":6},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":2}],"updated_date":"2026-10-12T09:40:04.860316","created_date":"2016-06-24T00:00:00"}
