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Demographic Factors in the Evaluation of Service Quality in Higher Education: A Structural Equation Model (SEM) Approach
12 references·4 citing·42 second hop
Demographic Factors in the Evaluation of Service Quality in Higher Education: A Structural Equation Model (SEM) Approach (2014)Demographic Factors in the Evaluation of …Students’ Opinions of Service Quality in the Field of Higher Education (2012)Students’ Opinions of Service…Evaluation of the factors that determine quality in higher education: an empirical study (2010)Evaluation of the factors tha…Student Satisfaction and Service Quality: Any Differences in Demographic Factors? (2009)Student Satisfaction and Serv…The impact of service contact type and demographic characteristics on service quality perceptions (2008)The impact of service contact…Analysing Service Quality: The Case of Post-Graduate Chinese Students (2007)Analysing Service Quality: Th…A comparative analysis of international education satisfaction using servqual (2005)A comparative analysis of int…Gaining Competitive Advantages in Higher Education: Analyzing the Gap between Expectations and Perceptions of Service Quality (2003)Gaining Competitive Advantage…Linking student satisfaction and service quality perceptions: the case of university education (1997)Linking student satisfaction …SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores (1994)Customer Expectations and Per…Understanding Customer Expectations of Service (1991)Understanding Customer Expect…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Perceived service quality in Indonesian Islamic higher education context (2020)Perceived service quality in …Service Quality at Technical and Vocational Education and Training Colleges: Perception According to Demographic Factors (2018)Service Quality at Technical …The Effect of Demographic Information as Moderator toward Relationship between Service Quality, Customer Satisfaction, and Customer Loyalty in Thai Low Cost Carriers’ Passengers (2016)The Effect of Demographic Inf…The Drive Behind International Student Loyalty in Higher-Educational Institutions: A Structural Equation Model (2015)The Drive Behind Internationa…Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)The analytic hierarchy process : planning, priority setting, resource allocation (1980)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Higher education quality assessment model: towards achieving educational quality standard (2015)Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities (2016)Evaluating service quality and performance of higher education institutions: a systematic review and a post-COVID-19 outlook (2021)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Student perceptions of service quality in a UK university business and management faculty (2000)Key Factors Influencing Student Satisfaction Related to Recruitment and Retention (2001)The configuration of the university image and its relationship with the satisfaction of students (2002)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Service quality models: a review (2005)A Service Quality Model and its Marketing Implications (1984)Zero defections: quality comes to services. (1990)Changing the concept and measure of service quality in academic libraries (1996)A Consumer Perspective of E-Service Quality (2005)A cross‐industry comparison of customer satisfaction (2006)Case Study Research: Design and Methods (1984)Quality assurance in post‐secondary education: the student experience (2010)Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling (2013)Variables Affecting E-Learning Services Quality in Indonesian Higher Education: Students’ Perspectives (2020)Structural equation modeling with AMOS: basic concepts, applications, and programming (2000)When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory (2011)A study on the COVID-19 awareness affecting the consumer perceived benefits of online shopping in Vietnam (2020)Understanding the intention to revisit a destination by expanding the theory of planned behaviour (TPB) (2021)Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry (2011)A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective (2012)Understanding social responsibility’s influence on service quality and student satisfaction in higher education (2020)The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges (1998)Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations (2000)eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty (2006)Educational value: how students choose university (2010)Dimensions of service quality in higher education – critical review (students’ perspective) (2018)Satisfaction of E-Learners with Electronic Learning Service Quality Using the SERVQUAL Model (2021)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 1991Understanding Customer Expectations of Service1,403 cited
  • 1997Linking student satisfaction and service quality perceptions: the case of university education619 cited
  • 2010Evaluation of the factors that determine quality in higher education: an empirical study410 cited
  • 1994Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores336 cited
  • 2005A comparative analysis of international education satisfaction using servqual170 cited
  • 2008The impact of service contact type and demographic characteristics on service quality perceptions127 cited
  • 2007Analysing Service Quality: The Case of Post-Graduate Chinese Students110 cited
  • 2003Gaining Competitive Advantages in Higher Education: Analyzing the Gap between Expectations and Perceptions of Service Quality103 cited
  • 2009Student Satisfaction and Service Quality: Any Differences in Demographic Factors?58 cited
  • 2012Students’ Opinions of Service Quality in the Field of Higher Education52 cited

Cited by

  • 2020Perceived service quality in Indonesian Islamic higher education context33 cited
  • 2018Service Quality at Technical and Vocational Education and Training Colleges: Perception According to Demographic Factors

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23 cited
  • 2015The Drive Behind International Student Loyalty in Higher-Educational Institutions: A Structural Equation Model21 cited
  • 2016The Effect of Demographic Information as Moderator toward Relationship between Service Quality, Customer Satisfaction, and Customer Loyalty in Thai Low Cost Carriers’ Passengers21 cited