Gap Analysis Model in Service Quality: A Review on the Perspective of Private Universities in Nigeria
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Date
2016
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Publisher
International Journal of Management and Development Studies,
Abstract
Education is a valuable tool for societal development. The quality of educational service at the tertiary
level is therefore of a higher perceptual factor to the students, parents, sponsors, government, employers
of labour, and other stakeholders. The concept of service quality serves as a determinant of private
university performance and a basis for competitive edge. The study explored the gap analysis model of
service quality by Parasuraman, Zeithaml and Berry (1985) in order to propose a framework for private
universities educational service on how to understand stakeholders’ expectations and perception in terms
of the quality of service they render and in effect satisfy them. The evaluation of the gap analysis model
in relation to the existing quality of educational service offered by the private universities in Nigeria
indicated areas of gaps with service quality implications. The study therefore proposed a conceptual
framework of service quality that integrates all stakeholders’ needs and recommended further empirical
validations of the proposed model.
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Keywords
Gap analysis, Service quality, Private Universities, Nigeria