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 of Services Marketing – Emerald Publishing
Published: Apr 1, 1999
Keywords: Customer satisfaction; Higher education; Performance measurement; Service quality; Services marketing
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