Searching for excellence in business education: an exploratory study of customer impressions of service quality

Searching for excellence in business education: an exploratory study of customer impressions of... Examines the concept of service quality in business education with data collected from 388 students. Identifies seven factors which influence student evaluations of service quality. In descending order of importance these factors are: reputation, administrative personnel, faculty, curriculum, responsiveness, physical evidence and access to facilities. Describes the implications for controlling quality and for achieving excellence in business education. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Educational Management Emerald Publishing

Searching for excellence in business education: an exploratory study of customer impressions of service quality

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Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0951-354X
D.O.I.
10.1108/09513549710163961
Publisher site
See Article on Publisher Site

Abstract

Examines the concept of service quality in business education with data collected from 388 students. Identifies seven factors which influence student evaluations of service quality. In descending order of importance these factors are: reputation, administrative personnel, faculty, curriculum, responsiveness, physical evidence and access to facilities. Describes the implications for controlling quality and for achieving excellence in business education.

Journal

International Journal of Educational ManagementEmerald Publishing

Published: Apr 1, 1997

Keywords: Business schools; Customer satisfaction; Service quality; Students

References

  • Increasing the effectiveness of student evaluation of instructor data through a factor score comparative report
    Brightman, H.J.; Elliot, M.; Bhada, Y.
  • Improving the measurement of service quality
    Brown, T.; Churchill, G.; Peter, P.

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