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Service quality in a higher education context : antecedents and dimensions

journal contribution
posted on 06.12.2017, 00:00 by Parves SultanParves 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).

History

Volume

7

Issue

2

Start Page

11

End Page

20

Number of Pages

10

ISSN

1837-5685

Location

Australia

Publisher

World Business Institute

Language

en-aus

Peer Reviewed

Yes

Open Access

No

Era Eligible

Yes

Journal

International review of business research papers.

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