Measuring service quality in higher education: three instruments compared

By Firdaus Abdullah. 2006

202 citations recorded by the source corpus.

Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/4f5bd8801791063ded388d993bfa036d62702436

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In General Health Professions

In Organizational Behavior and Human Resource Management

In Strategy and Management

Citations in the corpus

Service quality in postgraduate education (2008, background): “The overriding value in measuring service quality in higher education lies in the identification of critical aspects of the service delivery ( Abdullah, 2006”
An analysis of customer satisfaction in a higher education context (2010, background): “Therefore, the primary question is directed at the measurement of the service quality construct within a single, empirical study utilising customers of a single industry, namely higher education ( Firdaus, 2006”
Students' perceptions of service quality in higher education (2009, background): “Measuring the quality of service in higher education is increasingly important (Abdullah, 2006 ).”
Antecedents and consequences of service quality in a higher education context: A qualitative research approach (2013, background): “The extant studies (Abdullah, 2005; 2006a, 2006b, 2006c; Sultan & Wong, 2010) find a number of items to measure non-academic aspects (or administrative aspects) of | P a g e 26 service quality without proper definition.”
Specific remedy for specific problem: measuring service quality in South African higher education (2010, methodology): “Measurements focusing specifically on HE include Firdaus (2006a, b). A review of the literature reveals that the most popular scales used to measure service quality are: (a) SERVQUAL—Service Quality (Parasuraman et al. 1988); (b) SERVPERF—Service Performance (du); (c) HedPERF—Higher Education Perfor”
Comparing alternative instruments to measure service quality in higher education (2009, result): “compared with other studies, but similar for the He dPERF scale ( Firdaus, 2006b ).”