Service quality in a higher education context : antecedents and dimensions

The aim of this paper is to explore and examine the perception of students with regard to antecedents and dimensions of service quality in a higher education context. Both qualitative and quantitative research methods are employed. The findings show that information and past experience are significant determinants to form and evaluate service quality in a higher education context, and that service quality is a second order construct. The core dimensions of service quality are academic service quality, administrative service quality and facilities service quality in the context of Central Queensland University (CQUni).