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Service quality in Higher Education using an enhanced SERVQUAL approach

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 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
1992An empirical assessment of the SERVQUAL scale2,126 cited

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2021Evaluating service quality and performance of higher education institutions: a systematic review and a post-COVID-19 outlook191 cited
2010Fifteen Years of Quality in Higher Education (Part Two)158 cited
2020Examining the Moderating Effect of Perceived Benefits of Maintaining Social Distance on E-learning Quality During COVID-19 Pandemic149 cited
2008Brewing service quality in higher education134 cited
2009Specific remedy for specific problem: measuring service quality in South African higher education118 cited
2018Assessment of sanitation service quality in urban slums of Khulna city based on SERVQUAL and AHP model: A case study of railway slum, Khulna, Bangladesh

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118 cited

2008SERVICE QUALITY ASSESSMENT IN A GREEK HIGHER EDUCATION INSTITUTE116 cited

2021Assessing the relationship among service quality, student satisfaction and loyalty: the NIGERIAN higher education experience114 cited

2018“What is beautiful we book”: hotel visual appeal and expected service quality111 cited

2012Beyond SERVQUAL: The competitive forces of higher education in Singapore98 cited

2015A framework for measuring student and staff satisfaction with university campus facilities96 cited

2012Service quality perceptions in higher education institutions: the case of a colombian university94 cited

2017New applications for importance-performance analysis (IPA) in higher education91 cited