Development of service quality for study programme "Therapeutic massage"

Una Veseta; Karīna Svētiņa; Oskars Onzevs

Development of service quality for study programme "Therapeutic massage"

Una Veseta (Corresponding Author), Karīna Svētiņa, Oskars Onzevs

Rīga Stradiņš University

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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Abstract

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 language	English
Title of host publication	Sabiedrība. Integrācija. Izglītība = Society. Integration. Education
Subtitle of host publication	starptautiskās zinātniskās konferences materiāli = proceedings of the international scientific conference
Editors	Velta Lubkina, Aivars Kaupužs, Daina Znotiņa
Place of Publication	Rēzekne
Publisher	Rēzeknes Tehnoloģiju akadēmija
Pages	403-413
Number of pages	10
Volume	6: Sabiedrības veselība un sports.
Publication status	Published - 2020
Event	International Scientific Conference “Society. Integration. Education: Sabiedrība. Integrācija. Izglītība”, 2020 - Rēzekne, Latvia Duration: 22 May 2020 → 23 May 2020 http://journals.rta.lv/index.php/SIE/issue/viewIssue/141/534

Publication series

Name	Society. Integration. Education=Sabiedrība. Integrācija. Izglītība
ISSN (Print)	1691-5887

Conference

Conference	International Scientific Conference “Society. Integration. Education: Sabiedrība. Integrācija. Izglītība”, 2020
Country/Territory	Latvia
City	Rēzekne
Period	22/05/20 → 23/05/20
Internet address	http://journals.rta.lv/index.php/SIE/issue/viewIssue/141/534

Keywords*

service quality
SERVQUAL
student satisfaction
study programme

Field of Science*

5.3 Educational sciences

Publication Type*

3.1. Articles or chapters in proceedings/scientific books indexed in Web of Science and/or Scopus database

Access to Document

DEVELOPMENT OF SERVICE QUALITY FOR STUDYFinal published version, 218 KB

Cite this

Veseta, U., Svētiņa, K., & Onzevs, O. (2020). Development of service quality for study programme "Therapeutic massage". In V. Lubkina, A. Kaupužs, & D. Znotiņa (Eds.), Sabiedrība. Integrācija. Izglītība = Society. Integration. Education: starptautiskās zinātniskās konferences materiāli = proceedings of the international scientific conference (Vol. 6: Sabiedrības veselība un sports., pp. 403-413). (Society. Integration. Education=Sabiedrība. Integrācija. Izglītība). Rēzeknes Tehnoloģiju akadēmija.

Veseta, Una ; Svētiņa, Karīna ; Onzevs, Oskars. / Development of service quality for study programme "Therapeutic massage". Sabiedrība. Integrācija. Izglītība = Society. Integration. Education: starptautiskās zinātniskās konferences materiāli = proceedings of the international scientific conference. editor / Velta Lubkina ; Aivars Kaupužs ; Daina Znotiņa. Vol. 6: Sabiedrības veselība un sports. Rēzekne : Rēzeknes Tehnoloģiju akadēmija, 2020. pp. 403-413 (Society. Integration. Education=Sabiedrība. Integrācija. Izglītība).

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abstract = "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 {\textquoteleft}Therapeutic massage{\textquoteright} (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.",

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booktitle = "Sabiedrība. Integrācija. Izglītība = Society. Integration. Education",

address = "Latvia",

note = "International Scientific Conference “Society. Integration. Education: Sabiedrība. Integrācija. Izglītība”, 2020 ; Conference date: 22-05-2020 Through 23-05-2020",

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Veseta, U, Svētiņa, K & Onzevs, O 2020, Development of service quality for study programme "Therapeutic massage". in V Lubkina, A Kaupužs & D Znotiņa (eds), Sabiedrība. Integrācija. Izglītība = Society. Integration. Education: starptautiskās zinātniskās konferences materiāli = proceedings of the international scientific conference. vol. 6: Sabiedrības veselība un sports., Society. Integration. Education=Sabiedrība. Integrācija. Izglītība, Rēzeknes Tehnoloģiju akadēmija, Rēzekne, pp. 403-413, International Scientific Conference “Society. Integration. Education: Sabiedrība. Integrācija. Izglītība”, 2020, Rēzekne, Latvia, 22/05/20.

Development of service quality for study programme "Therapeutic massage". / Veseta, Una (Corresponding Author); Svētiņa, Karīna; Onzevs, Oskars.
Sabiedrība. Integrācija. Izglītība = Society. Integration. Education: starptautiskās zinātniskās konferences materiāli = proceedings of the international scientific conference. ed. / Velta Lubkina; Aivars Kaupužs; Daina Znotiņa. Vol. 6: Sabiedrības veselība un sports. Rēzekne: Rēzeknes Tehnoloģiju akadēmija, 2020. p. 403-413 (Society. Integration. Education=Sabiedrība. Integrācija. Izglītība).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Development of service quality for study programme "Therapeutic massage"

AU - Veseta, Una

AU - Svētiņa, Karīna

AU - Onzevs, Oskars

PY - 2020

Y1 - 2020

N2 - 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.

AB - 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.

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KW - SERVQUAL

KW - student satisfaction

KW - study programme

UR - http://journals.rta.lv/index.php/SIE/article/view/4933/4518

UR - https://www-webofscience-com.db.rsu.lv/wos/woscc/full-record/WOS:000835603500035

M3 - Conference contribution

VL - 6: Sabiedrības veselība un sports.

T3 - Society. Integration. Education=Sabiedrība. Integrācija. Izglītība

SP - 403

EP - 413

BT - Sabiedrība. Integrācija. Izglītība = Society. Integration. Education

A2 - Lubkina, Velta

A2 - Kaupužs, Aivars

A2 - Znotiņa, Daina

PB - Rēzeknes Tehnoloģiju akadēmija

CY - Rēzekne

T2 - International Scientific Conference “Society. Integration. Education: Sabiedrība. Integrācija. Izglītība”, 2020

Y2 - 22 May 2020 through 23 May 2020

ER -

Veseta U, Svētiņa K, Onzevs O. Development of service quality for study programme "Therapeutic massage". In Lubkina V, Kaupužs A, Znotiņa D, editors, Sabiedrība. Integrācija. Izglītība = Society. Integration. Education: starptautiskās zinātniskās konferences materiāli = proceedings of the international scientific conference. Vol. 6: Sabiedrības veselība un sports. Rēzekne: Rēzeknes Tehnoloģiju akadēmija. 2020. p. 403-413. (Society. Integration. Education=Sabiedrība. Integrācija. Izglītība).

Development of service quality for study programme "Therapeutic massage"

Abstract

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Keywords*

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