Development of service quality for study programme "Therapeutic massage"

Una Veseta, Karīna Svētiņa, Oskars Onzevs

Research output: Contribution to journalConference articlepeer-review


Higher education institutions try to provide best quality study and services in order to satisfied student. The purpose of this paper is to develop recommendation s to improve service quality for study programme ‘Therapeutic massage’ (EQF study level 5). The standard questionnaire SERVQUAL (five dimensions - reliability, assurance, tangibles, empathy and responsiveness), emphasizing on measuring the gap between level of current and expected service quality was used. In total 122 students (94% of study programme`s students) have participated in research. The study examines the validity of SERVQUAL in assessing students` satisfaction with study programme. Reliability Coefficient Cronbach's A lpha 0.8 8 4. The research found that in the study programme there is a gap of current and expected service quality in dimensions empathy (gap mean score -0.28), tangibles (gap mean score -0. 38 ), r esponsiveness (gap mean score -0. 30 ) indicating that development need to be implemented to enhance the service quality. Based on the research results obtained, recommendations for improvement of service quality were developed.
Original languageEnglish
Pages (from-to)403-413
Number of pages10
JournalSociety. Integration. Education=Sabiedrība. Integrācija. Izglītība
Publication statusPublished - 2020
EventInternational Scientific Conference “Society. Integration. Education: Sabiedrība. Integrācija. Izglītība”, 2020 - Rēzekne, Latvia
Duration: 22 May 202023 May 2020


  • service quality
  • student satisfaction
  • study programme

Field of Science*

  • 5.3 Educational sciences

Publication Type*

  • 3.2. Articles or chapters in other proceedings other than those included in 3.1., with an ISBN or ISSN code


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