Abstract Recently, quality issues have been widely addressed in the higher education sector as a result of which the identification and the role of stakeholders have come to the forefront. When evaluating service quality in higher education, three distinct levels of operation could be taken into account, namely, institutional level, program or faculty level and course level, on which the relevant stakeholders perceive service quality by focusing on different attributes. Besides students considered as primary stakeholders, the academic staff is paid considerable attention as they have a direct influence on how students perceive educational service quality. The establishment of a course level service quality framework of a special course is presented in this paper by demonstrating not only the students’ but also the supervisors’ aspects through a student questionnaire, focus group discussions and personal interviews. These approaches resulted in a new, more sophisticated understanding of service quality on course level.

中文翻译：

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高等教育背景下的服务质量问题调查

摘要最近，在高等教育领域，质量问题已得到广泛解决，因此，利益相关者的确定和作用已成为最重要的问题。在评估高等教育的服务质量时，可以考虑三个不同的运营级别，即机构级别，课程或教职员工级别和课程级别，相关利益相关者通过关注不同的属性来感知服务质量。除了被视为主要利益相关者的学生之外，学术人员还受到相当多的关注，因为他们直接影响学生对教育服务质量的看法。本文通过学生问卷，焦点小组讨论和个人访谈，不仅展示了学生的方面，还展示了主管的方面，从而提出了特殊课程的课程级服务质量框架的建立。这些方法在课程级别上对服务质量有了新的，更复杂的理解。