Perspectives of service quality in a higher education context : a qualitative research approach

This study aims to explore the perception of students with regard to critical antecedents and dimensions of service quality, and their causal relationships in the context of a university in Australia. The study used qualitative research method to derive a theoretical model. Three focus group discussions with nineteen students were conducted at the Central Queensland University (CQUni), Rockhampton, Australia. The findings reveal that the critical antecedents to perceived service quality are information and past experience. Students perceive service quality as a set of attributes and that they evaluate it cognitively. These attributes are categorized as academic, administrative and facilities service qualities. All of the interrelationships among the key themes are positive.