Gaining Competitive Advantages in Higher Education: Analyzing the Gap between Expectations and Perceptions of Service Quality
By L. Ham, S. Hayduk. 2003
141 citations recorded by the source corpus.
Subfields: Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/8282c84138c52fda4db856268c97ce0d08f172ff
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Organizational Behavior and Human Resource Management
- Umar Farooq Sahibzada
- L. Petruzzellis
- Salvatore Romanazzi
- Hishamuddin Fitri Abu Hasan
- R. A. Rahman
- Khawaja Fawad Latif
- Azleen Ilias
- Mohd Zulkeflee Abd Razak
Citations in the corpus
- Analysing Service Quality: The Case of Post-Graduate Chinese Students (2007, background): “Ham & Hayduk (2003) meanwhile delineate that the dimensions of SERVQUAL may be intrinsically linked to the overall quality of service as well as customer satisfaction.”
- In search of quality: measuring Higher Education Service Quality (HiEduQual) (2019, background): “In efforts to increase student satisfaction and behaviour loyalty intentions, school administrators or managers should implement surveys and various service quality evaluation tools to monitor service quality throughout the organisation (Ham & Hayduk, 2003).”
- A Study on Student Satisfaction in Pakistani Universities: The Case of Bahauddin Zakariya University, Pakistan (2011, background): “Some other authors like Bigne et al. (2003), Ham and Hayduk (2003) and Elliot and Shin (2002) have reported significant relationship between service quality i.e. service reliability, responsiveness, empathy, assurance, tangibility etc and satisfaction in higher education settings.”
- Educational value: how students choose university: Evidence from an Italian university (2010, background): “Indeed, student satisfaction assessment is the basis of a competitive strategy that every university should undertake in order to gain preferences and reach high ranking by their prospective customers (Athiyaman, 1997; Browne et al., 1998; Ham and Hayduk, 2003).”
- Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions (2009, background): “The result is consistent with the finding by Ham and Hayduk (2003) and Bigne et al. (2003) that found there is a positive relationship between service quality and student satisfaction.”