Ensuring Service Quality for Campus Career Services Centers: A Modified SERVQUAL Scale

High-quality career services centers benefit marketing students by providing a full range of career counseling and job placement information so that when they enter the workforce, they are prepared to make better job choice decisions leading to more satisfying and productive careers. However, not all students receive high-quality guidance. Faculty have an obligation to monitor the effectiveness of their campus career services unit as part of their teaching mission. Accordingly, appropriate metrics are needed to measure and track service quality in a career services setting. This article outlines the development and potential use of a modified SERVQUAL scale that can be used as part of an ongoing program of service quality improvement for career services centers on college campuses.

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