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A Case Study for Comparing Two Service Quality Measurement Approaches in the Context of Teaching in Higher Education
16 references·16 citing·28 second hopsampled
A Case Study for Comparing Two Service Quality Measurement Approaches in the Context of Teaching in Higher Education (1998)A Case Study for Comparing Two Service Qu…Service Management and Marketing (2011)Service Management and Market…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Advances in Consumer Research (1992)Advances in Consumer ResearchA performance indicator of teaching quality in higher education: The Course Experience Questionnaire (1991)A performance indicator of te…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…A Critical review of consumer satisfaction (1989)A Critical review of consumer…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Models of Consumer Satisfaction Formation: An Extension (1988)Models of Consumer Satisfacti…Students' evaluations of University teaching: Research findings, methodological issues, and directions for future research (1987)Students' evaluations of Univ…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Students' evaluations of university teaching: Dimensionality, reliability, validity, potential baises, and utility. (1984)Students' evaluations of univ…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Perceived service quality and student satisfaction: a case study at Khoja Akhmet Yassawi University, Kazakhstan (2024)Perceived service quality and…Measuring service quality at an online university: using PLS-SEM with archival data (2021)Measuring service quality at …Influence of the Quality Perceived of Service of a Higher Education Center on the Loyalty of Students (2021)Influence of the Quality Perc…Service quality enhancing student satisfaction in international programs of higher education institutions: a local student perspective (2019)Service quality enhancing stu…Service Quality Performance Scale in Higher Education: Culture as a New Dimension (2015)Service Quality Performance S…Initial assessment of two questionnaires for measuring service quality in the Hong Kong post‐secondary education context (2013)Initial assessment of two que…Factors influencing student satisfaction in universities in the Gulf region: does gender of students matter? (2013)Factors influencing student s…Service quality evaluation in the school of physical education and sports: An empirical investigation of students' perceptions (2012)Service quality evaluation in…Service Quality of On-Campus Student Housing: A South African Experience (2011)Service Quality of On-Campus …Service Quality in a Higher Education Context: Antecedents and Dimensions (2011)Service Quality in a Higher E…Challenges faced by graduate business education in Southern Africa (2011)Challenges faced by graduate …Quality assurance in post‐secondary education: the student experience (2010)Quality assurance in post‐sec…ANÁLISIS DE LA SATISFACCIÓN UNIVERSITARIA EN LA FACULTAD DE INGENIERÍA DE LA UNIVERSIDAD DE TALCA (2010)ANÁLISIS DE LA SATISFACCIÓN U…The PESPERF scale (2009)The PESPERF scaleEmerging issues in international education in business contexts (2008)Emerging issues in internatio…Supporting effective English communication within the context of teaching and research in a tertiary institute: developing a genre model for consciousness raising (1999)Supporting effective English …Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Theory of Cognitive Dissonance (1957)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)A Theory of Cognitive Dissonance (2017)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)A Service‐Orientated Approach to Marketing of Services (1978)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Quality, satisfaction and behavioral intentions (2000)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Choosing the Right Words (1995)Helping Crisis Managers Protect Reputational Assets (2002)Building Understanding of the Domain of Consumer Vulnerability (2005)
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References

  • 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
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992Advances in Consumer Research2,863 cited
  • 1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
  • 1989A Critical review of consumer satisfaction1,522 cited
  • 2011Service Management and Marketing1,414 cited
  • 1987Students' evaluations of University teaching: Research findings, methodological issues, and directions for future research1,330 cited

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1991
A performance indicator of teaching quality in higher education: The Course Experience Questionnaire
1,291 cited
  • 1984Students' evaluations of university teaching: Dimensionality, reliability, validity, potential baises, and utility.1,017 cited
  • Cited by

    • 2013Factors influencing student satisfaction in universities in the Gulf region: does gender of students matter?90 cited
    • 2019Service quality enhancing student satisfaction in international programs of higher education institutions: a local student perspective70 cited
    • 2010Quality assurance in post‐secondary education: the student experience67 cited
    • 2009The PESPERF scale45 cited
    • 2010ANÁLISIS DE LA SATISFACCIÓN UNIVERSITARIA EN LA FACULTAD DE INGENIERÍA DE LA UNIVERSIDAD DE TALCA43 cited
    • 2012Service quality evaluation in the school of physical education and sports: An empirical investigation of students' perceptions38 cited
    • 2013Initial assessment of two questionnaires for measuring service quality in the Hong Kong post‐secondary education context36 cited
    • 2021Influence of the Quality Perceived of Service of a Higher Education Center on the Loyalty of Students34 cited
    • 2011Service Quality of On-Campus Student Housing: A South African Experience34 cited
    • 2021Measuring service quality at an online university: using PLS-SEM with archival data32 cited
    • 2015Service Quality Performance Scale in Higher Education: Culture as a New Dimension32 cited
    • 2011Service Quality in a Higher Education Context: Antecedents and Dimensions32 cited
    • 2024Perceived service quality and student satisfaction: a case study at Khoja Akhmet Yassawi University, Kazakhstan28 cited
    • 2011Challenges faced by graduate business education in Southern Africa22 cited
    • 1999Supporting effective English communication within the context of teaching and research in a tertiary institute: developing a genre model for consciousness raising22 cited
    • 2008Emerging issues in international education in business contexts19 cited