Linking student satisfaction and service quality perceptions: the case of university education

European Journal of Marketing

Volumn 31, Issue 7, 1997, Pages 528-540

  Athiyaman, Adee ^a  

^a CHARLES STURT UNIVERSITY   (Australia)

Author keywords

Australia; Customer satisfaction; Higher education; Service quality; Universities

Indexed keywords

EID: 85135335665     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090569710176655     Document Type: Article

References (15)

1. Bearden, W.O. and Jesse, E.T. (1980, “Selected determinants of consumer satisfaction and complaint reports”, Journal of Marketing Research, Vol. 20, February, pp. 21‐8.
2. Bernstein, W.M., Stephan, W.G and Davis, M.H. (1979, “Explaining attributions for achievement: a path analytic approach”, Journal of Personality and Social Psychology, Vol. 37 No.10, pp. 1810‐21.
3. Bolton, R.N. and James, H.D. (1991, “A longitudinal analysis of the impact of service changes on customer attitudes”, Journal of Marketing, Vol. 55, January, pp. 1‐9.
4. Cadotte, E.R., Robert, B.W. and Roger, L.J. (1987, “Expectations and norms in models of consumer satisfaction”, Journal of Marketing Research, Vol. 24, August, pp. 305‐14.
5. Carman, J.M. (1990, “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66 No. 1, Spring, pp. 33‐55.
6. Cronin, J.J. Jr and Steven, A.T. (1992, “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55‐68.
7. Fishbein, M. (1967, Readings in Attitude Theory and Measurement, John Wiley & Sons, New York, NY.
8. Mano, H and Oliver, R.L (1993, “Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction”, Journal of Consumer Research, Vol. 20, December, pp. 451‐66.
9. Oliver, R.L. (1980a, “Theoretical bases of consumer satisfaction research: review, critique, and future direction”, in Lamb, C.W. Jr and Dunne, P.M. (Eds), Theoretical Developments in Marketing, American Marketing Association, Chicago, IL, pp. 206‐10.
10. Oliver, R.L. (1980b, “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 27, November, pp. 460‐9.
11. Parasuraman, A., Zeithaml, V.A. and Berry, L.L (1994, “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol. 58, January, pp. 111‐4.
12. Rossiter, J.R (1995, Buyer Behavior from the Marketing Manager’s Perspective, Australian Graduate School of Management, University of New South Wales.
13. Russel, J. and Bullock, M. (1985, “Multidimensional scaling of emotional facial expressions: similarity from preschoolers to adults”, Journal of Personality and Social Psychology, Vol. 48 No. 5, pp. 1290‐8.
14. Sears, D.O., Freedman, J.L. and Peplau, L.A. (1985, Social Psychology, Prentice‐Hall, Englewood Cliffs, NJ.
15. Taylor, S.A. and Cronin, J.J. Jr (1994, “Modeling patient satisfaction and service quality”, Journal of Health Care Marketing, Vol. 14 No. 1, Spring, pp. 34‐44.