Gap Analysis of College Student Satisfaction as a Measure of Professional Service Quality

Abstract

The emphasis on providing quality service has become an over-riding concern of the 1980s. To date, most of the research has been on ways to classify, conceptualize and measure service quality in for-profit organizations. This paper reports the results of a study on service quality in a professional service, higher education. The report uses the notion of gaps as presented in the Parasuraman, Zeithaml and Berry model of service quality.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 112 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.