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Beyond SERVQUAL: The competitive forces of higher education in Singapore

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References

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1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
2013Research Methods in Education7,228 cited
1912The Principles of Scientific Management.5,254 cited
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1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
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1991A performance indicator of teaching quality in higher education: The Course Experience Questionnaire1,291 cited
2007Doing and Writing Qualitative Research1,142 cited
1998Using Qualitative Methods in Organizational Research1,125 cited
2009Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality.972 cited

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2001Educational Research: Contemporary Issues and Practical Approaches954 cited

Cited by

2018Quality in higher education institutions: insights from the literature94 cited
2020Effect of Service Quality Toward Student Satisfaction and Loyalty in Higher Education85 cited
2019Revisiting perceived service quality in higher education: uncovering service quality dimensions for postgraduate students73 cited
2018Understanding service quality: insights from the literature62 cited
2016A systematic review of quality of student experience in higher education60 cited
2019Framing higher education quality from a business perspective: setting the conditions for value co-creation56 cited
2021The role of university switching costs, perceived service quality, perceived university image and student satisfaction in shaping student loyalty54 cited
2014How perceived service quality influences students' satisfaction? Teachers' and students' perspectives50 cited
2017UnivQual: a holistic scale to assess student perceptions of service quality at universities50 cited
2019Analysis of balanced scorecard-based SERVQUAL criteria based on hesitant decision-making approaches47 cited
2014Job satisfaction as a mediator of the relationship between service quality and organisational commitment in higher education. An empirical study of faculty and administration staff46 cited
2014PAKSERV – measuring higher education service quality in a collectivist cultural context44 cited
2017Service Quality, Students' Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions41 cited
2015Developing a decomposed alumni satisfaction model for higher education institutions33 cited
2019The Role of Empathy in the Service Experience29 cited
2014Quality Function Deployment in Higher Education27 cited