Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA

Importance‐performance analysis as a strategic tool for service marketers: the case of service... Intense competition in higher education in many different countries mandates the need for assessments of customer‐perceived service quality for differentiation purposes. An instrument developed specifically from a business education setting was employed utilizing an importance/performance approach with seven determinant choice criteria groupings. A sample of business students in New Zealand and the mid‐Atlantic region of the USA participated, and some important problems in perceptions were noted. Strategic implications for the universities involved and suggestions for future research are provided http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA

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Publisher
Emerald Publishing
Copyright
Copyright © 1999 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
D.O.I.
10.1108/08876049910266068
Publisher site
See Article on Publisher Site

Abstract

Intense competition in higher education in many different countries mandates the need for assessments of customer‐perceived service quality for differentiation purposes. An instrument developed specifically from a business education setting was employed utilizing an importance/performance approach with seven determinant choice criteria groupings. A sample of business students in New Zealand and the mid‐Atlantic region of the USA participated, and some important problems in perceptions were noted. Strategic implications for the universities involved and suggestions for future research are provided

Journal

Journal of Services MarketingEmerald Publishing

Published: Apr 1, 1999

Keywords: Customer satisfaction; Higher education; Performance measurement; Service quality; Services marketing

References

  • Importance‐performance analysis and the measurement of service quality
    Ennew, C.; Reed, G.; Binks, M.
  • Service quality in education: a student perspective
    Joseph, M.; Joseph, B.

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