2009
DOI: 10.1080/14783360802622805
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Service quality in higher education

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Cited by 187 publications
(126 citation statements)
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“…There is an additional complication as Quinn et al (2009) pointed out, that different aspects of HEI operations serve different "customers." This makes defining who the "customer" is a complicated and important consideration, especially when performing a QFD exercise.…”
Section: Challenge 1: the Notion Of Customer In Higher Educationmentioning
confidence: 99%
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“…There is an additional complication as Quinn et al (2009) pointed out, that different aspects of HEI operations serve different "customers." This makes defining who the "customer" is a complicated and important consideration, especially when performing a QFD exercise.…”
Section: Challenge 1: the Notion Of Customer In Higher Educationmentioning
confidence: 99%
“…The literature suggests that the notion of customer, a key premise in TQM, is a major barrier in pursuing quality improvement efforts in higher education (Quinn et al, 2009). Further Singh et al (2008, state that: Nonetheless, as Ackerman and Schibrowski (2008) observed, "while not everyone will be comfortable applying concepts from business to an issue in education, adapting the customer retention model to student retention is appropriate given the emphasis both place on quality of services".…”
Section: Challenge 1: the Notion Of Customer In Higher Educationmentioning
confidence: 99%
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“…It was also developed in response to a lack of conclusive measuring tools designed for gauging service quality. The SERVQUAL model reveals the gap between customer perceptions and expectations of service quality, in order to determine the perceived service quality and to target these identified gaps for improvement (Parasuraman et al, 1988;Faganel, 2010;Chen et al, 2007;Nadiri, Kandampully & Hussain, 2009;Brysland & Curry, 2001;Chen et al, 2006;Quinn et al, 2009;Wright & O'Neill, 2002).…”
Section: Service Quality Models For Measuring Service Quality Improvementioning
confidence: 99%
“…Other studies focus on identifying the most important dimensions of the quality of provided services (Chua, 2004;Lagrosen et al, 2004;Tsinidou et al, 2010;Saberi et al, 2015;Tarí & Dick, 2016). Moreover, there are studies that focus on the results from the adoption of various TQM tools and practices (Korre-Natsi, 2003;Quinn et al, 2009;Ali & Shastri, 2010;Nyaoga et al, 2010;Manola & Tsarouhas, 2010;Pilava, 2012;Antoniadou & Hatzipanayiotou, 2012;Zabadi, 2013;Oluseye et al, 2014;In'airat & Al-Kassem, 2014;Alzhrani et al, 2016;Saha 2016). …”
Section: Introduction Of the Problemmentioning
confidence: 99%