Tích hợp lí thuyết giữa CIPO - SERVQUAL - HEdPERF nhằm phát triển chuỗi giá trị chất lượng dịch vụ giáo dục đại học.

Tóm tắt

In the transition from a public provision model to a knowledge-based service paradigm, higher education requires a systemic and dynamic approach to service quality management. Prior research has largely focused on measuring student satisfaction as a static outcome, offering limited insight into the mechanisms through which service quality is generated. Addressing this gap, this conceptual paper reconceptualizes higher education service quality as a value chain structured around causal linkages within the CIPO (Context - Input - Process - Outcome) model. The study theoretically integrates the SERVQUAL and HEdPERF measurement dimensions into the CIPO framework to develop an integrated value-chain model. This framework explicates how contextual conditions and institutional inputs are transformed through organizational processes into perceived value for students and stakeholders. By linking perceptual quality dimensions with managerial components across the value chain, the model shifts the focus from outcome measurement to cause-oriented quality governance. The primary contribution of this study lies in extending existing service quality models beyond static assessment tools toward a dynamic causal architecture. The proposed integrative framework provides a structured theoretical foundation for strategic quality management in increasingly autonomous and competitive higher education systems.