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Service Quality in Higher Education: An Exploratory Study
16 references·2 citing·33 second hop
Service Quality in Higher Education: An Exploratory Study (2010)Service Quality in Higher Education: An E…Service quality in postgraduate education (2008)Service quality in postgradua…Measuring service quality in higher education: three instruments compared (2006)Measuring service quality in …The development of HEdPERF: a new measuring instrument of service quality for the higher education sector (2005)The development of HEdPERF: a…Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior (2000)Customer Satisfaction Cues To…The Dimensions of Service Quality: The Original European Perspective Revisited (1997)The Dimensions of Service Qua…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …A revised view of service quality dimensions: An empirical investigation (1994)A revised view of service qua…Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A QUANTITATIVE APPROACH TO CONTENT VALIDITY1 (1975)A QUANTITATIVE APPROACH TO CO…Service Quality and Student Satisfaction Using ServQual Model: A Study of a Private Medical College in Saudi Arabia (2021)Service Quality and Student S…Conceptualising consumers’ word-of-mouth behaviour intention: evidence from a university education services in Malaysia (2012)Conceptualising consumers’ wo…Coefficient Alpha and the Internal Structure of Tests (1951)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)An empirical assessment of the SERVQUAL scale (1992)The Commitment-Trust Theory of Relationship Marketing (1994)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)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)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Customer satisfaction and retention: the experiences of individual employees (2004)The relationships among perceived quality, perceived risk and perceived product value (2004)Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan (2008)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)SERVQUAL: review, critique, research agenda (1996)Customer satisfaction with services: putting perceived value into the equation (2000)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Is the CVI an acceptable indicator of content validity? Appraisal and recommendations (2007)Construct Measurement and Validation Procedures in MIS and Behavioral Research: Integrating New and Existing Techniques1 (2011)Best Practices for Developing and Validating Scales for Health, Social, and Behavioral Research: A Primer (2018)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1975A QUANTITATIVE APPROACH TO CONTENT VALIDITY17,294 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 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
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
  • 2000Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior629 cited
  • 2005The development of HEdPERF: a new measuring instrument of service quality for the higher education sector605 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment333 cited
  • 1994A revised view of service quality dimensions: An empirical investigation253 cited
  • 2008Service quality in postgraduate education

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245 cited
  • 1997The Dimensions of Service Quality: The Original European Perspective Revisited207 cited
  • 2006Measuring service quality in higher education: three instruments compared196 cited
  • Cited by

    • 2021Service Quality and Student Satisfaction Using ServQual Model: A Study of a Private Medical College in Saudi Arabia43 cited
    • 2012Conceptualising consumers’ word-of-mouth behaviour intention: evidence from a university education services in Malaysia31 cited