Exploring the use of a gap analysis approach for quantitative evaluation of teaching effectiveness

Research output: Contribution to journalComment/debate


The article investigates the potential of an adaptation of the SERVQUAL approach for obtaining student feedback. The technique involves measuring the gaps between what students want in terms of teaching delivery and what they actually receive, thereby enabling areas for improvement to be identified. Improving the effectiveness of classroom teaching so as to enhance the students’ learning experience is frequently viewed as a key to raising retention rates. Student feedback, just one of many indicators of teaching quality, plays a crucial role in teaching enhancement. Whilst informal methods are also useful for teaching appraisal, this project investigates a formal approach for obtaining student feedback. If a SERVQUAL type approach can be adapted using a fairly short questionnaire then it may prove a useful alternative / supplement to traditional survey methods for evaluating teaching effectiveness. The project focuses on several undergraduate and postgraduate business Marketing modules and was conducted to see whether the technique offers any particular benefits which the Department of Business and Service Sector Management may use in the future.
Original languageEnglish
Pages (from-to)28-34
Number of pages7
JournalInvestigations in University Teaching and Learning
Issue number1
Publication statusPublished - 2003


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