Service quality in education: A student perspective

Quality Assurance in Education

Volumn 5, Issue 1, 1997, Pages 15-21

  Joseph, Mathew ^a   Joseph, Beatriz ^b  

^a UNIVERSITY OF WAIKATO   (New Zealand)

^b WAIKATO INSTITUTE OF TECHNOLOGY   (New Zealand)

Author keywords

Business education; New Zealand; Quality; Students

Indexed keywords

EID: 84986132543     PISSN: 09684883     EISSN: None     Source Type: Journal    
DOI: 10.1108/09684889710156549     Document Type: Article

References (22)

1. Anderson, E. and Sullivan, M. (1993), “The antecedents and consequences of customer satisfaction for firms”, Marketing Science, Vol. 12, pp. 125-43.
2. Berry, L. and Parasuraman, A. (1992), “Prescription for service quality”, American Organizational Dynamics, Vol. 20 No. 4, pp. 5-15.
3. Carman, J. (1990), “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66 No. 1, Spring, pp. 33-55.
4. Chapman, D.W. and Baranowski, B. (1977), “College expectation of entering freshman who completed college courses during high school”, Journal of College Student Personnel, Vol. 18, pp. 188-94.
5. Cronin, J.J. Jr and Taylor, S. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68
6. Ennew, C., Reed, G. and Binks, M. (1993), “Importance-performance analysis and the measurement of service quality”, European Journal of Marketing, Vol. 27 No. 2, pp. 59-70.
7. Ginsberg, M.B. (1991), Understanding Educational Reform in Global Context: Economy, Ideology and the State, Garland, New York, NY.
8. Gordon, L. (1992), “The state, devolution and educational reform in New Zealand”, Journal of Education Policy, Vol. 7, pp. 187-203.
9. Kelsey, J. (1993), “Commercialisation and contestability of legal education”, Proceedings of the Law Teachers’ Conference, Christchurch, October, pp. 1-24.
10. Kotler, P. and Fox, K. (1985), Strategic Marketing for Educational Institutions, Prentice-Hall, Englewood Cliffs, NJ.
11. Krachenberg, A.R. (1972), “Bringing the concept of marketing to higher education”, Journal of Higher Education, Vol. 43, May, pp. 369-80.
12. Lawson, S.B. (1992), “Why restructure?: an international survey of the roots of reform”, Journal of Education Policy, Vol. 7, pp. 139-54.
13. Martilla, J. and James, J. (1977), “Importance-performance analysis”, Journal of Marketing, Vol. 41, January, pp. 77-9.
14. Parasuraman, A., Berry, L. and Zeithaml, V. (1991), “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67 No. 4, pp. 420-50.
15. Parasuraman, A., Zeithaml, V. and Berry, L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Autumn, Vol. 49, pp. 41-50.
16. Parasuraman, A., Zeithaml, V. and Berry, L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, Spring, pp. 12-40.
17. Parasuraman, A., Zeithaml, V. and Berry, L. (1993), “Research note: more on improving service quality measurement”, Journal of Retailing, Vol. 6, Spring, pp. 140-47.
18. Parasuraman, A., Zeithaml, V. and Berry, L. (1994a, “A reassessment of expectations as a comparative standard in measuring service quality: implications for future research”, Journal of Marketing, Vol. 58, pp. 111-24.
19. Parasuraman, A., Zeithaml, V. and Berry, L. (1994b, “Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria”, Journal of Retailing, Vol. 70 No. 3, pp. 201-30.
20. Stern, G. (1970), People in Context, John Wiley & Sons, New York, NY.
21. Teas, K. (1993), “Consumer expectation and measurement of perceived service quality”, Journal of Professional Service Marketing, Vol. 8 No. 2, pp. 33-53.
22. Woodruff, R., Cadotte, E. and Jenkins, R. (1987), “Expectations and norms in models of consumer satisfaction”, Journal of Marketing Research, Vol. 24, August, pp. 305-14.