... education. Quality Assurance Education7. Parasuraman, A. , Berry, L.L. & Zeithaml, V .A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing.8. Parasuraman, A. , ... affecting the student’s satisfaction: a case study at the Da Nang University of economics” is carried out and formed basing on argument above.RESEARCH BACKGROUNDØNowadays, tertiary educators are ... the appearance of physical factors such as equipment, facilities used by a service based company as well as to the appearance of service employees. •Empathy refers to caring and individualized...