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Service quality in a higher education context : antecedents and dimensions
journal contributionposted on 2017-12-06, 00:00 authored by Parves Sultan, Ho WongHo Wong
The aim of this paper is to examine the perceptions of students with regard to antecedents and dimensions of service quality in a higher education context. The study employed both qualitative and quantitative research methods. 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).