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A SERVQUAL and QFD approach to total quality education

16 references·16 citing·31 second hopsampled

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References

1951Coefficient Alpha and the Internal Structure of Tests43,892 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1983In search of excellence: Lessons from America's best- run companies4,442 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1985Problems and Strategies in Services Marketing2,819 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
1988The House of Quality2,266 cited
1992

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An empirical assessment of the SERVQUAL scale

2,126 cited

1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited

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2008Using SERVQUAL to Measure the Quality of the Classroom Experience204 cited
2013Antecedents and consequences of service quality in a higher education context174 cited
2003SERVQUAL AND MODEL OF SERVICE QUALITY GAPS: A FRAMEWORK FOR DETERMINING AND PRIORITIZING CRITICAL FACTORS IN DELIVERING QUALITY SERVICES174 cited
2008An instrument for measuring the critical factors of TQM in Turkish higher education160 cited
2010Service quality in higher education – a review and research agenda143 cited
2006An integrated framework for quality in education: Application of quality function deployment, interpretive structural modelling and path analysis139 cited
2008SERVICE QUALITY ASSESSMENT IN A GREEK HIGHER EDUCATION INSTITUTE116 cited
2008An integrated framework of indices for quality management in education: a faculty perspective105 cited
2013Perceived service quality and student satisfaction in higher education100 cited
2019Twenty years of research on total quality management in Higher Education: A systematic literature review91 cited
2016Evaluation of Service Quality of Private Higher Education Using Service Improvement Matrix90 cited
2011Conceptualizing service quality in higher education90 cited