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

Elizabeth Vaughan, Helen Woodruffe-Burton

Research output: Contribution to journalArticlepeer-review

17 Citations (Scopus)

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.
Original languageEnglish
Pages (from-to)28-49
JournalQuality Assurance in Education
Volume19
Issue number1
DOIs
Publication statusPublished - 1 Feb 2011

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