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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).
Number of Pages10
PublisherWorld Business Institute