Service quality in a higher education context: an integrated model
225 citations recorded by the source corpus.
Purpose – The aim of this study is to develop and empirically test an integrated model incorporating the antecedents and consequences of service quality in a higher education context.Design/methodology/approach – This research employed both qualitative and quantitative research methods. The data from three focus groups, conducted at the Central Queensland University (CQU), Rockhampton, Australia, generated key themes and their interrelationships. The theoretical model was then tested using structural equation modelling technique on a sample of 528 university students.Findings – The findings show that information (marketing communications) is more statistically significant than past experience as the antecedents of service quality. The consequences of service quality are composed of trust, satisfaction, and image. Overall, the results suggest a good validity of the theoretical model and the key paths in the model are found statistically significant, except past experience affecting service quality.Original...
Subfields: Marketing, Organizational Behavior and Human Resource Management, Strategy and Management
View Paper: https://www.semanticscholar.org/paper/4c931cf5482272a7d97e5d635cd8bfb6e4883511
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In Marketing
In Organizational Behavior and Human Resource Management
In Strategy and Management
- H. Harvey
- Rana M. Tamim
- S. Parahoo
- Syed Zamberi Ahmad
- Wagner Junior Ladeira
- Fernando de Oliveira Santini
- Tamer H. Elsharnouby
Citations in the corpus
- Evaluating student satisfaction of quality at international branch campuses (2015, background): “Therefore, most researchers recommend that, if the objective of the study is to predict service quality or to gauge its determinants, the SERVPERF measure should be used (Sultan and Wong 2012).”
- Student satisfaction in higher education: a meta-analytic study (2017, background): “O’Driscoll (2012); Sultan and Wong (2012) Professor quality Perception of quality of teacher’s classroom skills.”
- Factors influencing student satisfaction in universities in the Gulf region: does gender of students matter? (2013, methodology): “In this regard, it is not surprising that various research studies have focused on antecedents and consequences of student satisfaction (Bennett & Ali-Choudhry, 2009; Helgesen & Nesset, 2007; O’Driscoll, 2012, Sultan & Wong, 2012; Yen-Ku & Kung-Don, 2009).”