The application of the customized SERVQUAL model for career guidance training: Industry 4.0 challenges
Abstract
The importance of vocational guidance is growing, and the focus on modern tools enabling the development of competences such as flexibility, the ability to identify trends shaping the labour market and considering different scenarios of its development seem to be indispensable to survive in the world of work. The goal of the paper is to demonstrate a methodology and the outcomes of a research focused on the difference between the ideal characteristics and impressions of completed education by career counsellors in Poland. The research methods used are: the literature review, bibliometric analysis and the analysis and logical construction method. To diagnose the educational offerings the authors applied a modified SERVQUAL model. The observed gaps demonstrate the presence of significant discrepancies between the evaluation of the completed courses and the expectations of the respondents. Therefore, the expectations of those who took part in the survey about the quality of education in the field of vocational guidance are not fulfilled. The results of the analysis allow also to conclude that curricula only take little account of trend and scenario analysis tools specific to Industry 4.0; and this demonstrates a major challenge for including this curriculum content in the area of vocational guidance.
First published online 01 April 2022
Keyword : SERVQUAL model, educational offering, career guidance, Industry 4.0, bibliometric analysis, VOSviewer software, labour market
How to Cite
Kononiuk, A., & Gudanowska, A. E. (2022). The application of the customized SERVQUAL model for career guidance training: Industry 4.0 challenges. Journal of Business Economics and Management, 23(4), 856–875. https://doi.org/10.3846/jbem.2022.16643
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Arak, P., & Bobiński, A. (2016). Czas na przyspieszenie. Cyfryzacja gospodarki Polski. Polityka Insight. Research, Warszawa.
ASTOR. (2015). W jakie technologie inwestują firmy produkcyjne w Polsce? Raport ASTOR. https://polskiprzemysl.com.pl/wp-content/uploads/Raport-ASTOR-2017.-W-jakie-technologie-inwestuj%C4%85-firmy-produkcyjne-w-Pol....pdf
ASTOR. (2017). Inżynierowie Przemysłu 4.0. (Nie)gotowi do zmian? Raport ASTOR. https://www.astor.com.pl/images/Industry_4-0_Przemysl_4-0/ASTOR_Inzynierowie_4.0_whitepaper.pdf
Butt, M. M., & de Run, E. C. (2010). Private healthcare quality: Applying a SERVQUAL model. International Journal of Health Care Quality Assurance, 23(7), 658–673. https://doi.org/10.1108/09526861011071580
Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1), 8–32. https://doi.org/10.1108/03090569610105762
Datta, K. S., & Vardhan, J. (2017). A SERVQUAL-based framework for assessing quality of international branch campuses in UAE: A management students’ perspective. SAGE Open, 7(1). 1–9. https://doi.org/10.1177/2158244016676294
Deloitte. (2018). Rola funduszy private equity w obliczu postępującej cyfryzacji. Raport: Cyfryzacja to więcej niż technologia. Jak polskie firmy zaczynają nadrabiać zaległości w cyfryzacji i jaką rolę odgrywają w tym procesie fundusze private equity. https://www2.deloitte.com/pl/pl/pages/finance/articles/Raport-Cyfryzacja-to-wiecej-niz-technologia.html#
Ejdys, J., Gudanowska, A., Halicka, K., Kononiuk, A., Magruk, A., Nazarko, J., Nazarko, Ł., Szpilko, D., & Widelska, U. (2019). Foresight in higher education institutions: Evidence from Poland. Foresight and STI Governance, 13(1), 77–89. https://doi.org/10.17323/2500-2597.2019.1.77.89
Engelland, B. T, Workman L., & Singh, M. (2000). Ensuring service quality for campus career services centres: A modified SERVQUAL scale. Journal of Marketing Education, 22(3), 236–245. https://doi.org/10.1177/0273475300223007
European Commission. (2018). Plan działania w dziedzinie edukacji cyfrowej. https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=COM:2018:22:FIN
Gehrke, L., Kühn, A. T., Rule, D., Moore, P., Bellmann, Ch., Siemes, S., Dawood, D., Singh, L., Kulik, J., & Standley, M. (2015). Industry 4.0. A discussion of qualifications and skills in the factory of the future: A German and American perspective. https://www.researchgate.net/publication/279201790_A_Discussion_of_Qualifications_and_Skills_in_the_Factory_of_the_Future_A_German_and_American_Perspective
Głomb, K., Jakubowski, M., Krawczyk, A., Kulisiewicz, T., Nowakowski, Z., & Złotnicki, A., & Gajderowicz, T. (2019). Kompetencje przyszłości w czasach cyfrowej dysrupcji. Studium wyzwań dla Polski w perspektywie do roku 2030. Stowarzyszenie “Miasta w Internecie”, Fundacja Naukowa “Evidence Institute”. https://www.mwi.pl/uploads/filemanager/publikacje/Kompetencje--przysz%C5%82o%C5%9Bci--w--czasach--cyfrowej--dysrupcji--studium--2019%2C%20final%2C%207.02.2018.pdf
Goumairi, O., Aoula, E., & Souda, S. B. E. N. (2020). Application of the servqual model for the evaluation of the service quality in moroccan higher education: Public engineering school as a case study. International Journal of Higher Education, 9(5), 223–229. https://doi.org/10.5430/ijhe.v9n5p223
Griethuijsen, R. A. L. F., Eijck, M. W., Haste, H., Brok, P. J., Skinner, N. C., Mansour, N., Gencer, A. S., & BouJaoude, S. (2015). Global patterns in students’ views of science and interest in science. Research in Science Education, 45(4), 581–603. https://doi.org/10.1007/s11165-014-9438-6
Gudanowska, A. E. (2017a). A map of current research trends within technology management in the light of selected literature. Management and Production Engineering Review, 8(1), 78–88. https://doi.org/10.1515/mper-2017-0009
Gudanowska, A. E. (2017b). Transformation towards Industry 4.0 – identification of research trends and aspect of necessary competences in the light of selected publications. Research in Logistics & Production, 7(5), 431–441. https://doi.org/10.21008/j.2083-4950.2017.7.5.4
Gudanowska, A. E., & Kononiuk, A. (Eds.). (2020). Uwarunkowania ucyfrowienia procesów produkcji i wzrostu kompetencji cyfrowych społeczeństwa. Oficyna Wydawnicza Politechniki Białostockiej.
Janssen, D., Tummel, Ch., Richert, A., & Isenhardt, I. (2016). Virtual environments in higher education – Immersion as a key construct for learning 4.0. International Journal of Advanced Corporate Learning, 9(2), 20–26. https://doi.org/10.3991/ijac.v9i2.6000
Karabegovic, I., Karabegovic, E., Mahmić, M., & Husak, E. (2020). Implementation of Industry 4.0 and industrial robots in the manufacturing processes. In I. Karabegović (Ed.), Lecture notes in networks and systems: Vol. 76. New technologis, development and application II (pp. 3–14). Springer, Cham. https://doi.org/10.1007/978-3-030-18072-0_1
Kędzior, Z., & Nazarko, J. (Eds.). (2010). Uwarunkowania rozwoju nanotechnologii w województwie podlaskim. Wyniki analiz STEEPVL i SWOT. Oficyna Wydawnicza Politechniki Białostockiej.
Kirchherr, J., & Charles, K. (2018). Enhancing the sample diversity of snowball samples: Recommendations from a research project on anti-dam movements in Southeast Asia. PloS ONE, 13(8), e0201710. https://doi.org/10.1371/journal.pone.0201710
Lee, G., & Lin, H. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161–176. https://doi.org/10.1108/09590550510581485
Li, G., Hou, Y., & Wu, A. (2017). Fourth Industrial Revolution: Technological drivers, impacts and coping methods. Chinese Geographical Science, 27(4), 626–637. https://doi.org/10.1007/s11769-017-0890-x
Moczydłowska, J. M. (2018). Rewolucja przemysłowa 4.0 jako źródło nowych wyzwań zarządzania kompetencjami zawodowymi. In I. Stańczyk & S. Twaróg (Eds.), Człowiek w organizacji (pp. 25–34). Wydawnictwo Uniwersytetu Jagiellońskiego.
Naveed, R. T., Albassami, A. M., Ahmad, N., & Moshfegyan, M. (2019). Patient Satisfaction through modified SERVQUAL model. Pacific Business Review International, 11(7), 96–106.
Papanikolaou, V., & Zygiaris, S. (2014). Service quality perceptions in primary health care centres in Greece. Health Expectations, 17(2), 197–207. https://doi.org/10.1111/j.1369-7625.2011.00747.x
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.2307/1251430
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multi-item scale for measuring consumer perception of service quality. Journal of Retailing, 64, 2–40.
Pejic-Bach, M., Bertoncel, T., Mesko, M., & Krstic, Z. (2020). Text mining of Industry 4.0 job advertisements. International Journal of Information Management, 50, 416–430. https://doi.org/10.1016/j.ijinfomgt.2019.07.014
Pohyae, S., Romle, A. R., Darus, M., Saleh, N. H, Saleh, S. S., & Mohamood, S. K. B. (2016). The relationship between service quality and student satisfaction: The case of international students in public university. World Applied Sciences Journal, 34(4), 491–498.
Schulz, T. (2015). Industry 4.0. Koncepcja cyfrowej transformacji. GE Intelligent Platforms and VIX Automation. https://automatykab2b.pl/technika/45903-industry-4-0-koncepcja-cyfrowej-transformacji
Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: A review. International Journal of Quality & Reliability Management, 22(9), 913–949. https://doi.org/10.1108/02656710510625211
Siami, S., & Gorji, M. (2012). The measurement of service quality by using SERVQUAL and quality gap model. Indian Journal of Science and Technology, 5(1), 1956–1960. https://doi.org/10.17485/ijst/2012/v5i1.30
Siderska, J. (2020). Robotic Process Automation – a driver of digital transformation? Engineering Management in Production and Services, 12(2), 21–31. https://doi.org/10.2478/emj-2020-0009
Siderska, J., & Jadaan, K. S. (2018). Cloud manufacturing: A service-oriented manufacturing paradigm. A review paper. Engineering Management in Production and Services, 10(1), 22–31. https://doi.org/10.1515/emj-2018-0002
Śledziewska, K., & Włoch, R. (2020). Gospodarka cyfrowa. Jak nowe technologie zmieniają świat. Wydawnictwo Uniwersytetu Warszawskiego. https://doi.org/10.31338/uw.9788323541943
Stadnicka, D., Zielecki, W., & Sęp, J. (2017). Koncepcja Przemysł 4.0 – ocena możliwości wdrożenia na przykładzie wybranego przedsiębiorstwa. In R. Knosala (Ed.), Innowacje w zarządzaniu i inżynierii produkcji, t. 1. Oficyna Wydawnicza Polskiego Towarzystwa Zarządzania Produkcją.
Taber, K. S. (2018). The use of Cronbach’s alpha when developing and reporting research instruments in science education. Research in Science Education, 48, 1273–1296. https://doi.org/10.1007/s11165-016-9602-2
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