The disabled student experience: does the SERVQUAL scale measure up?

Vaughan, Elizabeth and Woodruffe-Burton, Helen (2011) The disabled student experience: does the SERVQUAL scale measure up? Quality Assurance in Education, 19 (1). pp. 28-49. ISSN 0968-4883

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Official URL: http://dx.doi.org/10.1108/09684881111107744

Abstract

The purpose of this paper is to empirically test a new disabled service user-specific service quality model ARCHSECRET against a modified SERVQUAL model in the context of disabled students within higher education. The application of SERVQUAL in the voluntary sector had raised serious issues on its portability into this sector in general and its ability to measure the experience of the disabled service user in particular. In consequence, a disabled service user-specific service quality model - ARCHSECRET - was developed which led to this research being designed to compare ARCHSECRET and a modified SERVQUAL model in terms of their ability to predict and explain the variation in the service quality experience of disabled students in higher education.

Item Type: Article
Uncontrolled Keywords: Disabled people, higher education, SERVQUAL
Subjects: N100 Business studies
Department: Faculties > Business and Law > Newcastle Business School > Business and Management
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Depositing User: EPrint Services
Date Deposited: 01 Sep 2011 14:19
Last Modified: 10 Aug 2015 11:02
URI: http://nrl.northumbria.ac.uk/id/eprint/2334

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