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- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1997 MCB UP Ltd. All rights reserved.
- ISSN
- 0968-4883
- DOI
- 10.1108/09684889710156549
- Publisher site
- See Article on Publisher Site
Abstract
Examines New Zealand business students’ perceptions of service quality in education. Describes a study in which the respondents identified seven determinants of service quality. Unlike prior studies, uses an importance/performance‐based approach to evaluate service quality in education. Identifies some perceptual problems, such as the least important factors being the best performers. Presents the implications for education administrators and makes some suggestions for future research.
Journal
Quality Assurance in Education – Emerald Publishing
Published: Mar 1, 1997
Keywords: Business education; New Zealand; Quality; Students