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Managing service quality in HE: is SERVQUAL the answer? Part 2

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1973Higher education as a filter5,135 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1984Understanding Student Learning2,377 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
1991A performance indicator of teaching quality in higher education: The Course Experience Questionnaire1,291 cited
1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment678 cited
1990Approaches to learning, evaluations of teaching, and preferences for contrasting academic environments646 cited
1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment333 cited
1993The relationship between perceived learning and satisfaction with college: An alternative view140 cited
1994Prioritizing the Dimensions of Service Quality98 cited

Cited by

2008FM‐SERVQUAL: a new approach of service quality measurement framework in local authorities

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77 cited

2017Measurement of perceived service quality in higher education institutions73 cited

2012Constructing a Survey Questionnaire to Collect Data on Service Quality of Business Academics72 cited

2010Quality assurance in post‐secondary education: the student experience67 cited

2018Understanding service quality: insights from the literature62 cited

2009Student Satisfaction and Service Quality: Any Differences in Demographic Factors?58 cited

2012An empirical examination of the relationships between service quality, satisfaction and behavioral intentions in higher education setting49 cited

2019Stakeholder’s perception of service quality: a case in Qatar46 cited

2015A confirmatory factor analysis for SERVPERF instrument based on a sample of students from Syrian universities43 cited

2013Service Quality and Customer Satisfaction in the Cellular Telecommunication Service Provider in Malaysia40 cited

2013Initial assessment of two questionnaires for measuring service quality in the Hong Kong post‐secondary education context36 cited

2011The disabled student experience: does the SERVQUAL scale measure up?31 cited

2021Understanding Business Student Retention During Covid-19: Roles of Service Quality, College Brand, and Academic Satisfaction, and Stress30 cited

2016Understanding University Brand Loyalty: The Mediating Role of Attitudes towards the Department and University29 cited

2013Measuring Service Quality in The Context of Higher Education in Vietnam29 cited

2024Perceived service quality and student satisfaction: a case study at Khoja Akhmet Yassawi University, Kazakhstan28 cited