Service quality in a vocational education institution in Australia : An empirical investigation of the ‘Integrated - Process Model of Service Quality, Institutional Brand and Behavioural Intentions'

The purpose of the paper is to understand the perception of international VET (Vocational Education and Training) students in regard to critical antecedents, dimensions and consequences of service quality with an aim to develop a conceptual service quality model in the context of VET institutions in Australia. The paper outlines the rationale and discusses the related literature on VET industry, international VET education and various dimensions of service quality model.