Analyzing the SERVQUAL Gap of Higher Education Institutions in Hungary: An Applied Study on International Students
This study aims to measure international students’ expectations and perceptions of Hungarian universities’ service quality. The researchers used a modified version of the SERVQUAL questionnaire for educational purposes to gather data. Data were collected from 479 international students studying in five universities in Hungary using the Quota sampling technique. According to the study’s findings, all 35 of the questionnaire’s items among international students have a negative gap between perception and expectation. The study contributes crucial findings that add to decision-makers of higher education institutions in Hungary can use the findings of this study to overcome the dissatisfactions faced by international students in Hungary.
Keywords - International Students, Hungary, Higher Education, Gap Analysis, SERVQUAL Model