Development of service quality for study programme "Therapeutic massage"

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

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-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
Title of host publicationSabiedrība. Integrācija. Izglītība = Society. Integration. Education
Subtitle of host publicationstarptautiskās zinātniskās konferences materiāli = proceedings of the international scientific conference
EditorsVelta Lubkina, Aivars Kaupužs, Daina Znotiņa
Place of PublicationRēzekne
PublisherRēzeknes Tehnoloģiju akadēmija
Number of pages10
Volume6: Sabiedrības veselība un sports.
Publication statusPublished - 2020
EventInternational Scientific Conference “Society. Integration. Education: Sabiedrība. Integrācija. Izglītība”, 2020 - Rēzekne, Latvia
Duration: 22 May 202023 May 2020

Publication series

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


ConferenceInternational Scientific Conference “Society. Integration. Education: Sabiedrība. Integrācija. Izglītība”, 2020
Internet address


  • service quality
  • 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


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