-
2
-
-
33644850602
-
Measuring service quality in higher education: Three instruments compared
-
Abdullah, F. (2006). Measuring service quality in higher education: three instruments compared. International Journal of Research & Method in Education, 29(1), 71-89.
-
(2006)
International Journal of Research & Method In Education
, vol.29
, Issue.1
, pp. 71-89
-
-
Abdullah, F.1
-
3
-
-
19744372692
-
Service quality in the banking industry: An assessment in a developing economy
-
Angur, M. G., Nataraajan, R. & Jahera, J. S. (1999). Service quality in the banking industry: An assessment in a developing economy. The Journal of Services Marketing, 13(2), 132-150.
-
(1999)
The Journal of Services Marketing
, vol.13
, Issue.2
, pp. 132-150
-
-
Angur, M.G.1
Nataraajan, R.2
Jahera, J.S.3
-
4
-
-
84986170542
-
Exploring the development of quality in higher education
-
Avdjieva, M. & Wilson, M. (2002). Exploring the development of quality in higher education. Managing Service Quality, 12(6), 372-383.
-
(2002)
Managing Service Quality
, vol.12
, Issue.6
, pp. 372-383
-
-
Avdjieva, M.1
Wilson, M.2
-
5
-
-
0026582543
-
Adapting the SERVQUAL scale to hospital services: An empirical investigation
-
Babakus, E. & Mangold, G. W. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation. Health Services Research, 26(6), 767-786.
-
(1992)
Health Services Research
, vol.26
, Issue.6
, pp. 767-786
-
-
Babakus, E.1
Mangold, G.W.2
-
6
-
-
33746796961
-
An empirical assessment of SERVQUAL scale
-
Babukus, E. & Boller, G. W. (1992). An empirical assessment of SERVQUAL scale. Journal of Business Research, 24(3), 253-268.
-
(1992)
Journal of Business Research
, vol.24
, Issue.3
, pp. 253-268
-
-
Babukus, E.1
Boller, G.W.2
-
7
-
-
0012744422
-
Word of mouth effects on short-term and long-term product judgments
-
Bone, P. F. (1995). Word of mouth effects on short-term and long-term product judgments. Journal of Business Research, 32(3), 213-223.
-
(1995)
Journal of Business Research
, vol.32
, Issue.3
, pp. 213-223
-
-
Bone, P.F.1
-
8
-
-
0042916415
-
A dynamic process model of service quality: From expectations to behavioral intentions
-
Boulding, W., Kalra, A., Staelin, R. & Zeithaml, V. A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7-27.
-
(1993)
Journal of Marketing Research
, vol.30
, Issue.1
, pp. 7-27
-
-
Boulding, W.1
Kalra, A.2
Staelin, R.3
Zeithaml, V.A.4
-
9
-
-
84990617864
-
Increasing the effectiveness of student evaluation of instructor data through a factor score comparative report
-
Brightman, H. J., Elliot, M. & Bhada, Y. (1993). Increasing the effectiveness of student evaluation of instructor data through a factor score comparative report. Decision Science, 24(1), 192-199.
-
(1993)
Decision Science
, vol.24
, Issue.1
, pp. 192-199
-
-
Brightman, H.J.1
Elliot, M.2
Bhada, Y.3
-
10
-
-
0002399578
-
Postindustrial environments and organizational effectiveness in colleges & universities
-
Cameron, K. S. & Tschirhart, M. (1992). Postindustrial environments and organizational effectiveness in colleges & universities. The Journal of Higher Education, 63(1), 87-108.
-
(1992)
The Journal of Higher Education
, vol.63
, Issue.1
, pp. 87-108
-
-
Cameron, K.S.1
Tschirhart, M.2
-
11
-
-
84970235315
-
Developing a curriculum to enhance teaching of relationship marketing
-
Cannon, J. P. & Sheth, J. N. (1994). Developing a curriculum to enhance teaching of relationship marketing. Journal of Marketing Education, 16(2), 3-14.
-
(1994)
Journal of Marketing Education
, vol.16
, Issue.2
, pp. 3-14
-
-
Cannon, J.P.1
Sheth, J.N.2
-
12
-
-
0002596497
-
Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
-
Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-35.
-
(1990)
Journal of Retailing
, vol.66
, Issue.1
, pp. 33-35
-
-
Carman, J.M.1
-
13
-
-
0008229034
-
Conception of school effectiveness and models of school evaluation: A dynamic perspective
-
Cheng, Y. C. (1990). Conception of school effectiveness and models of school evaluation: A dynamic perspective. Education Journal, 18(1), 47-62.
-
(1990)
Education Journal
, vol.18
, Issue.1
, pp. 47-62
-
-
Cheng, Y.C.1
-
14
-
-
0001878819
-
A paradigm for developing better measures of marketing constructs
-
Churchill, A. G. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), 64-73.
-
(1979)
Journal of Marketing Research
, vol.16
, Issue.1
, pp. 64-73
-
-
Churchill, A.G.1
-
15
-
-
0001518205
-
The determinants of salesperson performance: A meta-analysis
-
Churchill, A. G., Ford, N. M., Hartley, S. W., & Walker, O. C. (1985). The determinants of salesperson performance: A meta-analysis. Journal of Marketing Research, 22(2), 103-118.
-
(1985)
Journal of Marketing Research
, vol.22
, Issue.2
, pp. 103-118
-
-
Churchill, A.G.1
Ford, N.M.2
Hartley, S.W.3
Walker, O.C.4
-
16
-
-
0010641670
-
Implementing total quality management in a university setting: TQM at Oregon State University
-
Coate, L. E. (1990). Implementing total quality management in a university setting: TQM at Oregon State University. Journal for Quality and Participation, 13(6), 90-95.
-
(1990)
Journal For Quality and Participation
, vol.13
, Issue.6
, pp. 90-95
-
-
Coate, L.E.1
-
17
-
-
0002381637
-
Measuring service quality: A reexamination and extension
-
Cronin, J. J. & Tayler, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
-
(1992)
Journal of Marketing
, vol.56
, Issue.3
, pp. 55-68
-
-
Cronin, J.J.1
Tayler, S.A.2
-
18
-
-
0007744069
-
SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality
-
Cronin, J. J. & Tayler, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125-131.
-
(1994)
Journal of Marketing
, vol.58
, Issue.1
, pp. 125-131
-
-
Cronin, J.J.1
Tayler, S.A.2
-
19
-
-
27144497875
-
Quality issues in the internationalization of higher education
-
Damme, D. (2001). Quality issues in the internationalization of higher education. Higher Education, 41(4), 415-441.
-
(2001)
Higher Education
, vol.41
, Issue.4
, pp. 415-441
-
-
Damme, D.1
-
20
-
-
0037362324
-
Service quality in Cretan accommodations: Marketing strategies for the UK holiday market
-
Ekinci, Y., Prokopaki, P. & Cobanoglu, C. (2003). Service quality in Cretan accommodations: Marketing strategies for the UK holiday market. International Journal of Hospitality Management, 22(1), 47-66.
-
(2003)
International Journal of Hospitality Management
, vol.22
, Issue.1
, pp. 47-66
-
-
Ekinci, Y.1
Prokopaki, P.2
Cobanoglu, C.3
-
22
-
-
0031267172
-
Grading leniency is a removable contaminant of student ratings
-
Greenwald, A. & Gillmore, G. (1997). Grading leniency is a removable contaminant of student ratings. American Psychologist, 52(11), 1207-1217.
-
(1997)
American Psychologist
, vol.52
, Issue.11
, pp. 1207-1217
-
-
Greenwald, A.1
Gillmore, G.2
-
23
-
-
0003610254
-
-
Tulsa, Oklahoma: Petroleum Publishing Company
-
Hair, J. F., Anderson, R. E., Tatham, R. L. & Grablowsky, B.J. (1979). Multivariate data analysis with readings. Tulsa, Oklahoma: Petroleum Publishing Company.
-
(1979)
Multivariate Data Analysis With Readings
-
-
Hair, J.F.1
Anderson, R.E.2
Tatham, R.L.3
Grablowsky, B.J.4
-
24
-
-
34547584059
-
-
West Sussex: John Wiley & Sons
-
Hair, J. F., Money, A. H., Samouel, P. & Page, M. (2007), Research methods of business. West Sussex: John Wiley & Sons.
-
(2007)
Research Methods of Business
-
-
Hair, J.F.1
Money, A.H.2
Samouel, P.3
Page, M.4
-
25
-
-
0009339387
-
Gap analysis of college student satisfaction as a measure of professional service quality
-
Hampton, G. (1993). Gap analysis of college student satisfaction as a measure of professional service quality. Journal of Professional Services Marketing, 9(1), 115-127.
-
(1993)
Journal of Professional Services Marketing
, vol.9
, Issue.1
, pp. 115-127
-
-
Hampton, G.1
-
26
-
-
85068295530
-
Editorial: Student feedback
-
Harvey, L. (2003). Editorial: Student feedback. Quality in Higher Education, 9(1), 3-20.
-
(2003)
Quality In Higher Education
, vol.9
, Issue.1
, pp. 3-20
-
-
Harvey, L.1
-
27
-
-
84990317739
-
Modeling and managing student loyalty: An approach based on the concept of relationship quality
-
Hennig-Thurau, T., Langer, M. F. & Hansen, U. (2001). Modeling and managing student loyalty: An approach based on the concept of relationship quality. Journal of Service Research, 3(4), 331-344.
-
(2001)
Journal of Service Research
, vol.3
, Issue.4
, pp. 331-344
-
-
Hennig-Thurau, T.1
Langer, M.F.2
Hansen, U.3
-
31
-
-
0012487415
-
A case study for comparing two service quality measurement approaches in the context of teaching in higher education
-
Li, R. Y. & Kaye, M. (1998). A case study for comparing two service quality measurement approaches in the context of teaching in higher education. Quality in Higher Education, 4(2), 103-113.
-
(1998)
Quality In Higher Education
, vol.4
, Issue.2
, pp. 103-113
-
-
Li, R.Y.1
Kaye, M.2
-
32
-
-
0001557477
-
A simple and reliable method of scoring the turnstone attitude scales
-
Kashif Hussain & Cem Birol Likert, R., Roslow, S. & Murphy, G. A. (1934). A simple and reliable method of scoring the turnstone attitude scales. Journal of Social Psychology, 5(1), 228-238.
-
(1934)
Journal of Social Psychology
, vol.5
, Issue.1
, pp. 228-238
-
-
Hussain, K.1
Cem, B.L.R.2
Roslow, S.3
Murphy, G.A.4
-
33
-
-
0000519515
-
Students' evaluation of university teaching: A multidimensional perspective
-
In J. Smart (Eds, New York: Agathon Press
-
Marsh, H. W. & Dunkin, M. J. (1992). Students' evaluation of university teaching: A multidimensional perspective. In J. Smart (Eds). Higher education: Handbook of theory and research. New York: Agathon Press.
-
(1992)
Higher Education: Handbook of Theory and Research
-
-
Marsh, H.W.1
Dunkin, M.J.2
-
34
-
-
0000303092
-
Making students evaluations of teaching effectiveness effective
-
Marsh, H. W. & Roche, L. (1997). Making students evaluations of teaching effectiveness effective. American Psychologist, 52(11), 1187-1197.
-
(1997)
American Psychologist
, vol.52
, Issue.11
, pp. 1187-1197
-
-
Marsh, H.W.1
Roche, L.2
-
35
-
-
0002124622
-
SEEQ: A reliable, valid and useful instrument for collecting students' evaluations of university teaching
-
Marsh, H. W. (1982). SEEQ: A reliable, valid and useful instrument for collecting students' evaluations of university teaching. British Journal of Educational Psychology, 52(1), 77-95.
-
(1982)
British Journal of Educational Psychology
, vol.52
, Issue.1
, pp. 77-95
-
-
Marsh, H.W.1
-
36
-
-
0346564346
-
Students' evaluations of university teaching: Research findings, methodological issues, and directions for further research
-
Marsh, H. W. (1987). Students' evaluations of university teaching: Research findings, methodological issues, and directions for further research. Journal of Educational Research, 11(3), 253-388.
-
(1987)
Journal of Educational Research
, vol.11
, Issue.3
, pp. 253-388
-
-
Marsh, H.W.1
-
37
-
-
18844429945
-
Critical success factors for international education marketing
-
Mazzarol, T. (1998). Critical success factors for international education marketing. International Journal of Education Management, 12(4), 163-175.
-
(1998)
International Journal of Education Management
, vol.12
, Issue.4
, pp. 163-175
-
-
Mazzarol, T.1
-
38
-
-
84986085936
-
Measurement in a cross-cultural environment: Survey translation issues
-
McGorry, S. Y. (2000). Measurement in a cross-cultural environment: Survey translation issues. Qualitative Market Research: An International Journal, 3(2), 74-81.
-
(2000)
Qualitative Market Research: An International Journal
, vol.3
, Issue.2
, pp. 74-81
-
-
McGorry, S.Y.1
-
39
-
-
0001468158
-
Student ratings of faculty: A reprise
-
McKeachie, W. J. (1979). Student ratings of faculty: A reprise. Academe, 65(6), 384-397.
-
(1979)
Academe
, vol.65
, Issue.6
, pp. 384-397
-
-
McKeachie, W.J.1
-
43
-
-
84993016660
-
Importance-performance analysis: A useful tool for directing continuous quality improvement in higher education
-
O'Neil, M. A. & Palmer, A. (2004). Importance-performance analysis: A useful tool for directing continuous quality improvement in higher education. Quality Assurance in Education, 12(1), 39-52.
-
(2004)
Quality Assurance In Education
, vol.12
, Issue.1
, pp. 39-52
-
-
O'Neil, M.A.1
Palmer, A.2
-
44
-
-
84986116703
-
Student perceptions of service quality in a UK university business and management faculty
-
Oldfield, B. M. & Baron, S. (2000). Student perceptions of service quality in a UK university business and management faculty. Quality Assurance in Education, 8(2), 85-95.
-
(2000)
Quality Assurance In Education
, vol.8
, Issue.2
, pp. 85-95
-
-
Oldfield, B.M.1
Baron, S.2
-
45
-
-
0000396442
-
A cognitive model of the antecedents and consequences of satisfaction decisions
-
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
-
(1980)
Journal of Marketing Research
, vol.17
, Issue.4
, pp. 460-469
-
-
Oliver, R.L.1
-
46
-
-
0001785925
-
Customer-orientated organizational culture: A key to successful services marketing
-
In M. Venkatesan, D. M. Schmalensee, & C. Marshall (Eds, Chicago: American Marketing Association
-
Parasuraman, A. (1986). Customer-orientated organizational culture: A key to successful services marketing. In M. Venkatesan, D. M. Schmalensee, & C. Marshall (Eds). Creativity in services marketing: What's new, what works, what's developing (73-77). Chicago: American Marketing Association.
-
(1986)
Creativity In Services Marketing: What's New, What Works, What's Developing
, pp. 73-77
-
-
Parasuraman, A.1
-
47
-
-
0001261094
-
Refinement and reassessment of the SERVQUAL scale
-
Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
-
(1991)
Journal of Retailing
, vol.67
, Issue.4
, pp. 420-450
-
-
Parasuraman, A.1
Berry, L.L.2
Zeithaml, V.A.3
-
48
-
-
0001312089
-
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
-
Parasuraman, A., Zeithaml V. A. & Berry L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
-
(1988)
Journal of Retailing
, vol.64
, Issue.1
, pp. 12-40
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.L.3
-
49
-
-
0002408510
-
A conceptual model of service quality and its implications for future research
-
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
-
(1985)
Journal of Marketing
, vol.49
, Issue.4
, pp. 41-50
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.L.3
-
50
-
-
0001890044
-
Disconfirmation of expectations and the gap model of service quality: An integrated paradigm. Journal of Consumer Satisfaction
-
Patterson, P. G. & Johnson, L. W. (1993). Disconfirmation of expectations and the gap model of service quality: An integrated paradigm. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6(1), 90-99.
-
(1993)
Dissatisfaction and Complaining Behavior
, vol.6
, Issue.1
, pp. 90-99
-
-
Patterson, P.G.1
Johnson, L.W.2
-
51
-
-
84937280011
-
Measuring quality in higher education
-
Rowley, J. (1996). Measuring quality in higher education. Quality in Higher Education, 2(3), 237-55.
-
(1996)
Quality In Higher Education
, vol.2
, Issue.3
, pp. 237-255
-
-
Rowley, J.1
-
52
-
-
0039597666
-
Assessing satisfaction with selected student services using SERVQUAL, a market-driven model of service quality
-
Ruby, C. A. (1998). Assessing satisfaction with selected student services using SERVQUAL, a market-driven model of service quality. NASPA Journal, 35(4), 331-341.
-
(1998)
NASPA Journal
, vol.35
, Issue.4
, pp. 331-341
-
-
Ruby, C.A.1
-
54
-
-
84983780656
-
Measuring service quality in a tertiary institution
-
Soutar, G. & McNeil, M. (1996). Measuring service quality in a tertiary institution. Journal of Educational Administration, 34(1), 77-82.
-
(1996)
Journal of Educational Administration
, vol.34
, Issue.1
, pp. 77-82
-
-
Soutar, G.1
McNeil, M.2
-
55
-
-
12144266402
-
Expectations as a comparison standard in measuring service quality: An assessment of a reassessment
-
Teas, K. R. (1994). Expectations as a comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing, 58(1), 132-139.
-
(1994)
Journal of Marketing
, vol.58
, Issue.1
, pp. 132-139
-
-
Teas, K.R.1
-
56
-
-
0000655746
-
Strategy is different in service businesses
-
Thomas, D. R. E. (1978). Strategy is different in service businesses. Harvard Business Review, 56(4), 158-165.
-
(1978)
Harvard Business Review
, vol.56
, Issue.4
, pp. 158-165
-
-
Thomas, D.R.E.1
-
57
-
-
0003701668
-
-
2nd Eds). Chicago: University of Chicago Press
-
Tinto, V. (1993). Leaving college (2nd Eds). Chicago: University of Chicago Press.
-
(1993)
Leaving College
-
-
Tinto, V.1
-
58
-
-
0040792924
-
Strategic planning in higher education: Who are the customer
-
Tony, C., Stephen, M. & David, Y. (1994). Strategic planning in higher education: Who are the customer. The International Journal of Educational Management, 8(6), 29-36.
-
(1994)
The International Journal of Educational Management
, vol.8
, Issue.6
, pp. 29-36
-
-
Tony, C.1
Stephen, M.2
David, Y.3
-
59
-
-
51249163018
-
Student evaluations of teaching effectiveness: A cross-cultural perspective
-
Watkins, D. (1994). Student evaluations of teaching effectiveness: A cross-cultural perspective. Research in Higher Education, 35(2), 251-266.
-
(1994)
Research In Higher Education
, vol.35
, Issue.2
, pp. 251-266
-
-
Watkins, D.1
-
61
-
-
58049133820
-
The nature and determinants of customer expectations of service
-
Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1-12.
-
(1993)
Journal of the Academy of Marketing Science
, vol.21
, Issue.1
, pp. 1-12
-
-
Zeithaml, V.A.1
Berry, L.L.2
Parasuraman, A.3
|