Service quality in education: a student perspective
- 1 March 1997
- journal article
- Published by Emerald Publishing in Quality Assurance in Education
- Vol. 5 (1) , 15-21
- https://doi.org/10.1108/09684889710156549
Abstract
Examines New Zealand business students’ perceptions of service quality in education. Describes a study in which the respondents identified seven determinants of service quality. Unlike prior studies, uses an importance/performance-based approach to evaluate service quality in education. Identifies some perceptual problems, such as the least important factors being the best performers. Presents the implications for education administrators and makes some suggestions for future research.Keywords
This publication has 20 references indexed in Scilit:
- Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further ResearchJournal of Marketing, 1994
- Consumer Expectations and the Measurement of Perceived Service QualityJournal of Professional Services Marketing, 1993
- More on improving service quality measurementJournal of Retailing, 1993
- Measuring Service Quality: A Reexamination and ExtensionJournal of Marketing, 1992
- The state, devolution and educational reform in New ZealandJournal of Education Policy, 1992
- Why restructure?: an international survey of the roots of reform1Journal of Education Policy, 1992
- Strategic Marketing for Educational InstitutionsThe Journal of Higher Education, 1987
- A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 1985
- Importance-Performance AnalysisJournal of Marketing, 1977
- Bringing the Concept of Marketing to Higher EducationThe Journal of Higher Education, 1972