Analytic Quality Glossary


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Citation reference: Harvey, L., 2004-21, Analytic Quality Glossary, Quality Research International,

This is a dynamic glossary and the author would welcome any e-mail suggestions for additions or amendments. Page updated 22 September, 2021 , © Lee Harvey 2004–2021.


Novel Recipes



Service standards

core definition

Service standard in education are specifications of the teaching, facilities, guidance and support provided by an institution.

explanatory context


analytical review

Harvey (2006) sees service standards as one of four broad areas in higher education where standards are set and assessed:

Service standards refer to the standards of service provided by the organisation to the student. It assesses whether identified elements of the service (process or facilities) are congruent with specified benchmarks or expectations. Such things as benchmark statements and student charters often focus on quantifiable and measurable items. Post hoc measurements of customer opinions (satisfaction surveys) are used as indicators of service provision. Thus, service standards in higher education parallel consumer standards.

Stinson (1982) referring to standards for health service libraries states:

Service standards are defined as a level of excellence or adequacy in the performance of library service

associated issues

Relationship between standards and quality

Here is a table that outlines the relationship between standards and quality, along with an indication of the the external assurance and standards checking processes that are used.

related areas

See also



quality standard

standards monitoring

student evaluation

student experience


Harvey, L., 2006, 'Understanding quality', Section B 4.1-1 of ' Introducing Bologna objectives and tools' in Purser, L. (Ed.) EUA Bologna Handbook: Making Bologna work, Brussels European University Association and Berlin, Raabe. A final draft of the paper can be viewed here as a pdf.

Stinson, E.R., 1982, 'Standards for health service libraries', paper available at, accessed 25 July 2012, still available 11 January 2017.

copyright Lee Harvey 2004–2021

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