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Managing service quality in higher education: the role of the student as primary consumer

https://doi.org/10.1108/09684889510093497
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1007/bf00992074openalex-snapshot
The assessment of quality in higher education: A critical review of the literature and research
inferredcites →https://doi.org/10.1016/0007-6813(85)90008-4openalex-snapshot
Quality counts in services, too
inferredcites →https://doi.org/10.1016/b978-1-4832-1446-7.50019-4openalex-snapshot
SCRIPTS, PLANS, GOALS, AND UNDERSTANDING
inferredcites →https://doi.org/10.1086/208584openalex-snapshot
Consumer Socialization
inferredcites →https://doi.org/10.1108/eum0000000000298openalex-snapshot
Upward Appraisal in Practice: An Illustrative Example Using the Qualed Model
inferredcites →https://doi.org/10.1108/eum0000000004784openalex-snapshot
A Service Quality Model and its Marketing Implications
inferredcites →https://doi.org/10.1177/002224296603000407openalex-snapshot
What Is Meant by Services?
inferredcites →https://doi.org/10.1177/002224299205600304openalex-snapshot
Measuring Service Quality: A Reexamination and Extension
inferredcites →https://doi.org/10.1177/002224299305700402openalex-snapshot
Expectations, Performance Evaluation, and Consumers' Perceptions of Quality
inferredcites →https://doi.org/10.1177/002224299405800110openalex-snapshot
SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality
inferredcites →https://doi.org/10.1177/002224299405800111openalex-snapshot
Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment
inferredcites →https://doi.org/10.2134/jeq1985.00472425001400010003xopenalex-snapshot
Swine Lagoon Effluent Applied to ‘Coastal’ Bermudagrass: II. Effects on Soil
inferredcites →https://doi.org/10.2307/1251871openalex-snapshot
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
inferredcites →https://doi.org/10.2307/1252255openalex-snapshot
Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research
inferredcites →https://doi.org/10.2307/2072696openalex-snapshot
Managing Service Industries: Organizational Practices in a Postindustrial Economy.
inferredcites →https://doi.org/10.5281/zenodo.14579729openalex-snapshot
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
inferredcites →https://doi.org/10.5465/amr.1983.4284740openalex-snapshot
Motivating the Client/Employee System as a Service Production Strategy
inferredcites →https://doi.org/10.5860/choice.28-0390openalex-snapshot
Delivering quality service: balancing customer perceptions and expectations

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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Measuring Service Quality in Higher Education Industry
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inferred← citeshttps://doi.org/10.1108/02651331011088281openalex-snapshot
Cross‐cultural comparisons of consumer satisfaction ratings
inferred← citeshttps://doi.org/10.1108/02686909910245964openalex-snapshot
Quality indicators in higher education ‐ comparing Hong Kong and China’s students
inferred← citeshttps://doi.org/10.1108/09513540410527149openalex-snapshot
Evaluation research in business schools: students’ rating myth
inferred← citeshttps://doi.org/10.1108/09513540510617454openalex-snapshot
A new management element for universities: satisfaction with the offered courses
inferred← citeshttps://doi.org/10.1108/09513540710729926openalex-snapshot
What accounts for students' loyalty? Some field study evidence
inferred← citeshttps://doi.org/10.1108/09513540810844530openalex-snapshot
Usefulness of introductory higher education orientation units in the context of increasing student diversity
inferred← citeshttps://doi.org/10.1108/09513541011020954openalex-snapshot
Educational value: how students choose university
inferred← citeshttps://doi.org/10.1108/09513541111159068openalex-snapshot
Can a higher education institution's marketing strategy improve the student‐institution match?
inferred← citeshttps://doi.org/10.1108/09513551011022474openalex-snapshot
Examining student satisfaction with higher education services
inferred← citeshttps://doi.org/10.1108/09544780510627660openalex-snapshot
TQM implementation and students' satisfaction of academic performance
inferred← citeshttps://doi.org/10.1108/09578230310474449openalex-snapshot
The influence of time on student perceptions of service quality
inferred← citeshttps://doi.org/10.1108/09604520610675694openalex-snapshot
Student satisfaction and quality of service in Italian universities
inferred← citeshttps://doi.org/10.1108/09684880010325600openalex-snapshot
Student perceptions of service quality in a UK university business and management faculty
inferred← citeshttps://doi.org/10.1108/09684880310501377openalex-snapshot
Students as “co‐producers” of education: a proposed model of student socialisation and participation at tertiary institutions
inferred← citeshttps://doi.org/10.1108/09684880410517423openalex-snapshot
Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education
inferred← citeshttps://doi.org/10.1108/09684880510578650openalex-snapshot
Measuring customer satisfaction in summer courses
inferred← citeshttps://doi.org/10.1108/09684880510578669openalex-snapshot
An educational institution's quest for service quality: customers’ perspective
inferred← citeshttps://doi.org/10.1108/09684880610678540openalex-snapshot
The desired teaching qualities of lecturers in higher education: a means end analysis
inferred← citeshttps://doi.org/10.1108/09684880610678568openalex-snapshot
Measuring student satisfaction at a UK university
inferred← citeshttps://doi.org/10.1108/09684880710773200openalex-snapshot
Evaluating service quality in universities: a service department perspective
inferred← citeshttps://doi.org/10.1108/09684880810848396openalex-snapshot
The development of a conceptual model of student satisfaction with their experience in higher education
inferred← citeshttps://doi.org/10.1108/09684880810886259openalex-snapshot
Service quality in postgraduate education
inferred← citeshttps://doi.org/10.1108/09684880810886277openalex-snapshot
Brewing service quality in higher education
inferred← citeshttps://doi.org/10.1108/09684880910951372openalex-snapshot
Studying critical classroom encounters
inferred← citeshttps://doi.org/10.1108/09684880910951381openalex-snapshot
Comparing alternative instruments to measure service quality in higher education
inferred← citeshttps://doi.org/10.1108/09684880910992359openalex-snapshot
The PESPERF scale
inferred← citeshttps://doi.org/10.1108/09684881011035321openalex-snapshot
Towards a model and methodology for assessing student learning outcomes and satisfaction
inferred← citeshttps://doi.org/10.1108/09684881011035367openalex-snapshot
Student perceptions of service quality in a multi‐campus higher education system in Spain
inferred← citeshttps://doi.org/10.1108/09684881011079125openalex-snapshot
Quality assurance in post‐secondary education: the student experience
inferred← citeshttps://doi.org/10.1108/09684881211219406openalex-snapshot
Perceptions of international students on service quality delivery in a Malaysian public university
inferred← citeshttps://doi.org/10.1108/09684881211219424openalex-snapshot
An empirical study of state university students' perceived service quality
inferred← citeshttps://doi.org/10.1108/09684881211264028openalex-snapshot
Investigating relationships among quality dimensions in higher education
inferred← citeshttps://doi.org/10.1108/09684889610116012openalex-snapshot
A framework for the dimensions of quality in higher education
inferred← citeshttps://doi.org/10.1108/09684889710156530openalex-snapshot
Beyond service quality dimensions in higher education and towards a service contract
inferred← citeshttps://doi.org/10.1108/09684889810242182openalex-snapshot
Measuring customer satisfaction in higher education
inferred← citeshttps://doi.org/10.1108/13555859910764552openalex-snapshot
Assessing service climate at an Australian university
inferred← citeshttps://doi.org/10.1108/13665629710164913openalex-snapshot
Designing a quality action learning process for managers
inferred← citeshttps://doi.org/10.1108/15982681111187128openalex-snapshot
Conceptualizing service quality in higher education
inferred← citeshttps://doi.org/10.1108/17465661111112502openalex-snapshot
SQM‐HEI – determination of service quality measurement of higher education in India
inferred← citeshttps://doi.org/10.1108/17542731311307456openalex-snapshot
Developing a scale to measure students’ perception of service quality in the Indian context
inferred← citeshttps://doi.org/10.1108/17542731311314881openalex-snapshot
Student satisfaction and impact of leadership in private universities
inferred← citeshttps://doi.org/10.1108/17566691311316257openalex-snapshot
Course evaluation by importance‐performance analysis and improving actions at the Budapest University of Technology and Economics
inferred← citeshttps://doi.org/10.1108/978-1-80686-785-120261002openalex-snapshot
Problem-Based Learning in Anatomy and Physiology
inferred← citeshttps://doi.org/10.1108/978-1-83982-518-720211010openalex-snapshot
The Qualitative Study of Factors Influencing to International Students’ Satisfaction: The Case of a Private University in Turkey
inferred← citeshttps://doi.org/10.1108/aeds-06-2013-0038openalex-snapshot
Service-orientation and teaching quality: business degree students’ expectations of effective teaching
inferred← citeshttps://doi.org/10.1108/apjml-04-2014-0065openalex-snapshot
Evaluating customer-perceived service quality in business management education in India
inferred← citeshttps://doi.org/10.1108/arla-11-2013-0177openalex-snapshot
Teaching performance: determinants of the student assessment
inferred← citeshttps://doi.org/10.1108/bij-04-2015-0031openalex-snapshot
Assessing service quality in secondary schools: the case of Jordan
inferred← citeshttps://doi.org/10.1108/bij-09-2014-0089openalex-snapshot
Service quality dimensions and customer satisfaction in a Brazilian university context
inferred← citeshttps://doi.org/10.1108/et-02-2022-0049openalex-snapshot
Discuss to learn: a student-focused learning strategy
inferred← citeshttps://doi.org/10.1108/et-06-2016-0097openalex-snapshot
The impact of flipped classroom in MBA’s evaluation
inferred← citeshttps://doi.org/10.1108/et-08-2022-0337openalex-snapshot
Executive perceptions of course and educator performance on flipped classroom
inferred← citeshttps://doi.org/10.1108/f-07-2024-0095openalex-snapshot
Examining gender disparities in pre-service teachers’ satisfaction levels across educational facilities
inferred← citeshttps://doi.org/10.1108/ijem-02-2016-0031openalex-snapshot
Field of Study Choice: Using Conjoint Analysis and Clustering
inferred← citeshttps://doi.org/10.1108/ijem-07-2012-0082openalex-snapshot
Understanding student satisfaction and loyalty in the UAE HE sector
inferred← citeshttps://doi.org/10.1108/ijem-07-2017-0174openalex-snapshot
University facilities and student satisfaction in Sri Lanka
inferred← citeshttps://doi.org/10.1108/ijem-10-2016-0219openalex-snapshot
Management students – expectations and perceptions on work readiness
inferred← citeshttps://doi.org/10.1108/ijqrm-02-2015-0031openalex-snapshot
Understanding the success of private universities
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