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Title: A service quality model for the measurement of the disabled student experience in higher education : does SERVQUAL measure up?
Author: Vaughan, Elizabeth Helen Thomson
Awarding Body: University of Strathclyde
Current Institution: University of Strathclyde
Date of Award: 2008
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Research in the voluntary sector with the focus on disabled service users had raised serious issues on the portability of the SERVQUAL model into this sector (Shiu, Vaughan, & Donnelly, 1997) in general and disabled service users in particular (E. Vaughan & Shiu, 1999; L. Vaughan & Shiu, 1998). Hence a bespoke Service Quality model ARCHSECRET was developed to measure Service Quality as perceived by the disabled service user (E. Vaughan & Shiu, 2001). In replicating the bespoke model, it was decided to focus on disabled students in Higher Education in particular because 'disabled people are still only half as likely as non-disabled people to be qualified to degree level and are twice as likely as non-disabled people to have no qualification at all' (DRC, 2005). The overall aim of this study was to compare the bespoke model ARCHSECRET and the industry standard model: a modified SERVQUAL in terms of their applicability for disabled students in Higher Education and their ability to predict and explain the variation in Service Quality. The ARCHSECRET model was found superior to the modified SERVQUAL model in terms of its overall predictive power of Service Quality and its key drivers which were different and better in predictive power to those of the modified SERVQUAL. The ARCHSECRET model was found to be reliable and valid for the measurement of Service Quality of the disabled student experience, with a conceptual framework which offered a powerful diagnostic tool for the diagnosis of service shortfalls and strengths.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available