cqu_8119+SOURCE2+SOURCE2.2.pdf (1.15 MB)

Antecedents and consequences of service quality in a higher education context

Download (1.15 MB)
thesis
posted on 06.12.2017, 00:00 by Parves Sultan
"This research aims to develop an integrated service quality model in a higher education context. The focus of this research is to study the antecedents, dimensions and consequences of service quality in the context of Central Queensland University (CQUniversity), Australia. The conceptual domain for this study is based on the European Customer Satisfaction Index (ECSI) model and the perception-only measure of service quality. The study used methodological triangulation apporach where both qualitative and quantitative research methods were employed"--Abstract.

History

Location

Central Queensland University

Additional Rights

I hereby grant to Central Queensland University or its agents the right to archive and to make available my thesis or dissertation in whole or in part in the University libraries in all forms of media, now or hereafter known. I retain all proprietary rights, such as patent rights. I also retain the right to use in future works (such as articles or books) all or part of this thesis or dissertation.

Open Access

Yes

External Author Affiliations

Faculty of Arts, Business, Informatics and Education;

Era Eligible

No

Supervisor

Dr Ho Yin Wong ; Dr Roshnee Ramsaran-Fowdar

Thesis Type

Doctoral Thesis