Purpose Austerity approaches in higher education require choosing the highest leverage
strategies of increasing student satisfaction. Attending to student perceptions of …

This article examines service quality provided in the classroom, by applying the Servqual
instrument in two operations management (OM) courses located at the two extremes of the …

Customer service and quality are driving forces in the business community. As higher
educational institutions tussle for competitive advantage and high service quality, the …

Customer service and quality are driving forces in the business community. As higher
educational institutions struggle for competitive advantages and high service quality, the …

Explains the need for a valid and reliable instrument for course managers to evaluate their
product through customer feedback as part of the system of quality assurance, and …

Over the last three decades, higher education institutions have found themselves using
vernacular that was once chiefly found in business disciplines, such as value‐added and …

Explains the need for a valid and reliable instrument for course managers to evaluate their
product through customer feedback as part of the system of quality assurance. Examines the …

This study examines two alternative methods (SERVQUAL and SERVPREF), which are
currently being used for measuring perceived service quality, with respect to their ability to …

The purpose of this paper is to investigate service quality in higher education in Thailand.
Specifically, this study investigates the five dimensions of SERVQUAL instrumentation …

The first purpose of this study was to investigate the primary factors that affect perceptions of
teaching service quality. Using SERVQUAL, a popular scale developed in 1988 by a group …