Performance-based service quality model: An empirical study on Japanese universities

Quality Assurance in Education

Volumn 18, Issue 2, 2010, Pages 126-143

  Sultan, Parves ^a   Wong, Ho ^a  

^a CENTRAL QUEENSLAND UNIVERSITY   (Australia)

Author keywords

Customer services quality; Higher education; Japan; Universities

Indexed keywords

EID: 77951556734     PISSN: 09684883     EISSN: None     Source Type: Journal    
DOI: 10.1108/09684881011035349     Document Type: Article

References (65)

1. Abdullah, F. (2005), "HEdPERF versus SERVPERF: the quest for ideal measuring instrument of service quality in higher education sector" in Quality Assurance in Education, Vol. 13, No. 4, pp. 305-28.
2. Abdullah, F. (2006), "Measuring service quality in higher education: HEdPERF versus SERVPERF" in Marketing Intelligence and Planning, Vol. 24, No. 1, pp. 31-47.
3. Ali, M.Y. and Shamsuddoha, A.K. (2007), "Export promotion programs as antecedents of internationalization of developing country firms: a theoretical model and empirical assessment" in Journal of Global Business Advancement, Vol. 1, No. 1, pp. 20-36.
4. Alves, H. (2000), "As Dimensiones Qualidades no Serviçio Educaçao: a Percepcao Dos Alunos da Universidades da Beira Interior" in Revista Portuguesa de Gestao, Vol. 15, No. 4, pp. 78-89.
5. Anderson, J.C. and Gerbing, D.W. (1991), "Predicting the performance of measures in a confirmatory factor analysis with a pretest assessment of their substantive validities" in Journal of Applied Psychology, Vol. 76, No. 5, pp. 732-40.
6. Angell, R.J., Heffernan, T.W. and Megicks, P. (2008), "Service quality in postgraduate education" in Quality Assurance in Education, Vol. 16, No. 3, pp. 236-54.
7. Athiyaman, A. (2000), "Perceived service quality in higher education sector: an empirical analysis" in Proceedings of the ANZMAC 2000, Visionary Marketing for the Twenty-first Century: Facing the Challenge, 28, 29, 30 November and 1 December, pp. 50-5.
8. Babakus, E. and Boller, G.W. (1992), "An empirical assessment of the SERVQUAL scale" in Journal of Business Research, Vol. 24, No. 3, pp. 253-68.
9. Bemowski, K. (1991), "Restoring the pillars of higher education" in Quality Progress, October, pp. 37-42.
10. Bentler, P.M. (1990), "Comparative fit indexes in structural models" in Psychological Bulletin, Vol. 107, pp. 238-46.
11. Boshoff, C. and Gray, B. (2004), "The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry" in South African Journal of Business Management, Vol. 35, No. 4, pp. 27-37.
12. Boulding, W., Kalra, A., Staeling, R. and Zeithaml, V.A. (1993), "A dynamic process model of service quality: from expectation to behavioural intentions" in Journal of Marketing Research, Vol. 30, No. 1, pp. 7-27.
13. Brown, M.W. and Cudeck, R. (1993), "Alternative ways of assessing model fit" Bollen, K.A. and Long, J.S. (Eds.), Testing Structural Equation Models, Sage, Newbury Park, CA.
14. Browne, M.W. and Mels, G. (1992), RAMONA User's Guide, The Ohio State University, Columbus, OH.
15. Capelleras, J. and Veciana, J. (2004), "Calidad de Servicio en la Enseñanza Universitaria: Desarrollo y Validación de una Escala de Medida" in Revista Europea de Dirección y Economía de la Empresa, Vol. 13, No. 4, pp. 55-72.
16. Carman, J.M. (1990), "Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions" in Journal of Retailing, Vol. 66, pp. 33-55.
17. Cattell, R.N. (1966), "The scree test for the number of factors" in Multivariate Behavioural Research, Vol. 1, pp. 245-76.
18. Chowdhury, M.H.K. and Sultan, M.P. (2005), "Determinants of perceived service quality - an empirical study" in Journal of Business Administration, Vol. 31, Nos 1-2, pp. 179-88.
19. Cronin, J.J. Jr and Taylor, S.A. (1992), "Measuring service quality: a re-examination and extension" in Journal of Marketing, Vol. 56, No. 3, pp. 55-68.
20. Cronin, J.J. Jr and Taylor, S.A. (1994), "SERVPERF versus SERVQUAL: reconciling performance-based and performance-minus-expectations measurement of service quality" in Journal of Marketing, Vol. 58, No. 1, pp. 125-31.
21. Cuthbert, P.F. (1996), "Managing service quality in HE: is SERVQUAL the answer (part I-II)" in Managing Service Quality, Vol. 6, No. 2, pp. 11-16.
22. Dawes, P.L. and Massey, G.R. (2006), "A study of relationship effectiveness between marketing and sales managers in business markets" in Journal of Business and Industrial Marketing, Vol. 21, No. 6, pp. 346-60.
23. Diamantopoulos, A. and Siguaw, J.A. (2000), Introducing LISREL, Sage, London.
24. Douglas, J., McClelland, R. and Davies, J. (2008), "The development of a conceptual model of student satisfaction with their experience in higher education" in Quality Assurance in Education, Vol. 16, No. 1, pp. 19-35.
25. Eisen, S.V., Wilcox, M. and Leff, H.S. (1999), "Assessing behavioural health outcomes in outpatient programs: reliability and validity of the BASIS-32" in Journal of Behavioural Health Sciences & Research, Vol. 26, No. 4, pp. 5-17.
26. Engerrand, D.D. (1975), "Teaching the 'you' viewpoint" in Business Communication Quarterly, Vol. 38, No. 1, pp. 26-7.
27. Galloway, L. and Ho, S. (1996), "A model of service quality for training" in Training for Quality, Vol. 4, No. 1, pp. 20-6.
28. Ginsberg, M.B. (1991), Understanding Educational Reforms in Global Context: Economy, Ideology and the State, Garland, New York, NY.
29. Grimbeek, P. and Nisbet, S. (2006), "Surveying primary teachers about compulsory numeracy testing: combining factor analysis with Rasch analysis" in Mathematics Education Research Journal, Vol. 18, No. 2, pp. 27-39.
30. Grönroos, C. (1993), "Toward a third phase in service quality research: challenges and future directions" in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds.), Advances in Services Marketing and Management, Vol. 2, JAI Press, Greenwich, CT, pp. 49-64.
31. Guolla, M. (1999), "Assessing the teaching quality to student satisfaction relationship: applied customer satisfaction research in the classroom" in Journal of Marketing Theory and Practice, Vol. 7, No. 3, pp. 87-97.
32. Hair, J.F., Anderson, R.E. and Tatham, R.L. (1998), Multivariate Data Analysis, 5th ed., Prentice-Hall, Englewood Cliffs, NJ.
33. Hatcher, L. (1994), A Step-by-step Approach to Using the SAS System for Factor Analysis and Structural Equation Modelling, SAS Institute, Cary, NC.
34. Hattie, J. (1985), "Methodology review: assessing uni-dimensionality of tests and items" in Applied Psychological Measurement, Vol. 9, No. 2, pp. 139-64.
35. Hill, Y., Lomas, L. and MacGregor, J. (2003), "Students' perception of quality in higher education" in Quality Assurance in Education, Vol. 11, No. 1, pp. 15-20.
36. Johnson, M., Anderson, E. and Fornell, C. (1995), "Rational and adaptive performance expectations in a customer satisfaction framework" in The Journal of Consumer Research, Vol. 21, No. 4, pp. 695-707.
37. Jones, M.A. and Suh, J. (2000), "Transaction-specific satisfaction and overall satisfaction: an empirical analysis" in Journal of Services Marketing, Vol. 14, No. 2, pp. 147-59.
38. Joseph, M. and Joseph, B. (1997), "Service quality in education: a student perspective" in Quality in Assurance in Education, Vol. 5, No. 1, pp. 15-21.
39. Kline, P. (1994), An Easy Guide to Factor Analysis, Routledge, Taylor and Francis, Abingdon.
40. Krejcie, R. and Morgan, D. (1970), "Determining sample size for research activities" in Educational and Psychological Measurement, Vol. 30, pp. 607-10.
41. Kwan, P.Y.K. and Ng, P.W.K. (1999), "Quality indicators in higher education-comparing Hong Kong and China's students" in Managerial Auditing Journal, Vol. 14, No. 1, pp. 20-7.
42. Lassar, W.M., Manolis, C. and Winsor, R.D. (2000), "Service quality perspective and satisfaction in private banking" in Journal of Services Marketing, Vol. 14, No. 3, pp. 244-71.
43. Lawson, S.B. (1992), "Why restructure? An international survey of the roots of reform" in Journal of Education Policy, Vol. 7, pp. 139-54.
44. LeBlanc, G. and Nguyen, N. (1997), "Searching for excellence in business education: an exploratory study of customer impressions of service quality" in International Journal of Educational Management, Vol. 11, No. 2, pp. 72-9.
45. Li, R. and Kaye, M. (1998), "A case study for comparing two service quality measurement approaches in the context of teaching in higher education" in Quality in Higher Education, Vol. 4, No. 2, pp. 103-13.
46. Mehta, S.C., Lalwani, A.K. and Han, S.L. (2000), "Service quality in retailing: relative efficiency of alternative measurement scales for different product-service environments" in International Journal of Retail & Distribution Management, Vol. 28, No. 2, pp. 62-72.
47. Nunnally, J.C. (1988), Psychometric Theory, McGraw-Hill, Englewood Cliffs, NJ.
48. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research" in Journal of Marketing, Vol. 49, No. 4, pp. 41-50.
49. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality" in Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
50. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991a), "Refinement and reassessment of the SERVQUAL scale" in Journal of Retailing, Vol. 67, No. 4, pp. 420-50.
51. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991b), "More on improving service quality measurement" in Journal of Retailing, Vol. 69, No. 1, pp. 140-7.
52. Robledo, M.A. (2001), "Measuring and managing service quality: integrating customer expectations" in Managing Service Quality, Vol. 11, No. 1, pp. 22-31.
53. Rodman, L. (2001), "You-attitude: a linguistic perspective" in Business Communication Quarterly, Vol. 64, No. 4, pp. 9-25.
54. Srikanthan, G. (1999), "Universities and quality - a worldview", paper presented at the 11th International Conference on Assessing Quality in Higher Education, Manchester.
55. Srikanthan, G. and Dalrymple, J.F. (2002), "Developing a holistic model for quality in higher education" in Quality in Higher Education, Vol. 8, No. 3, pp. 215-24.
56. Srikanthan, G. and Dalrymple, J.F. (2003), "Developing alternative perspectives for quality in higher education" in The International Journal of Educational Management, Vol. 17, Nos 2-3, pp. 126-36.
57. Srikanthan, G. and Dalrymple, J.F. (2005), "Implementation of a holistic model for quality in higher education" in Quality in Higher Education, Vol. 11, No. 1, pp. 69-81.
58. Sultan, M.P. and Tarafder, T. (2007a), "Critical factors in service quality measurement for private universities: the case of Bangladesh" in Ritsumeikan Journal of Asia Pacific Studies, Vol. 22, pp. 75-98.
59. Sultan, M.P. and Tarafder, T. (2007b), "A model for quality assessment in higher education: implications for ODL universities" in Malaysian Journal of Distance Education, Vol. 9, No. 2, pp. 125-42.
60. Taylor, S. and Cronin, J. (1994), "An empirical assessment of the SERVPERF sale" in Journal of Marketing Theory and Practice, Vol. 2, No. 2, pp. 52-69.
61. Teas, R.K. (1993a), "Expectations, performance evaluation, and consumers' perceptions of quality" in Journal of Marketing, Vol. 57, No. 4, pp. 18-34.
62. Yi, Y. and La, S. (2004), "What influences the relationship between customer satisfaction and repurchase intention? Investigating the effect of adjusted expectations and customer loyalty" in Psychology and Marketing, Vol. 21, No. 5, pp. 351-73.
63. Finn, D.W. and Lamb, C.W. (1991), "An evaluation of the SERVQUAL scale in a retailing setting" in Holman, R. and Solomon, M.R. (Eds.), Advances in Consumer Research, Association for Consumer Research, Provo, UT, pp. 483-90.
64. La, V.Q., Patterson, P.G. and Styles, C.W. (2005), "Determinants of export performance across service types: a conceptual model" in Journal of Services Marketing, Vol. 19, No. 6, pp. 379-91.
65. Teas, R.K. (1993b), "Consumer expectations and the measurement of perceived service quality" in Journal of Professional Services Marketing, Vol. 8, No. 2, pp. 33-54.