Linking student satisfaction and service quality perceptions: the case of university education

Linking student satisfaction and service quality perceptions: the case of university education Suggests that, despite hundreds of publications on consumer satisfaction and service quality, little work has been done to clarify the conceptual basis of these constructs; theorists in the area of service quality argue that the popular press does not differentiate between these two constructs. Clarifies the relationship between consumer satisfaction and perceived service quality using a scenario specific to higher education. Also suggests a model of perceived service quality that could be used in higher education institutions. Discusses conceptual and managerial implications of the findings. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png European Journal of Marketing Emerald Publishing

Linking student satisfaction and service quality perceptions: the case of university education

European Journal of Marketing, Volume 31 (7): 13 – Aug 1, 1997

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Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0309-0566
DOI
10.1108/03090569710176655
Publisher site
See Article on Publisher Site

Abstract

Suggests that, despite hundreds of publications on consumer satisfaction and service quality, little work has been done to clarify the conceptual basis of these constructs; theorists in the area of service quality argue that the popular press does not differentiate between these two constructs. Clarifies the relationship between consumer satisfaction and perceived service quality using a scenario specific to higher education. Also suggests a model of perceived service quality that could be used in higher education institutions. Discusses conceptual and managerial implications of the findings.

Journal

European Journal of MarketingEmerald Publishing

Published: Aug 1, 1997

Keywords: Australia; Customer satisfaction; Higher education; Service quality; Universities

References

  • Social Psychology
    Sears, D.O.; Freedman, J.L.; Peplau, L.A.

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