The influence of time on student perceptions of service quality The need for longitudinal measures

The influence of time on student perceptions of service quality The need for longitudinal measures The paper argues that existing measures of service quality within the higher education sector are fundamentally flawed due to the ignorance of the effects of time on student perceptions. The paper takes the view that it is the perception of service quality over time that may better explain longer‐term relationship building and recommendation intention. A longitudinal study employing a modified SERVQUAL scale observed that perceptions of service quality related to a student orientation process declined with the passage of time. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Educational Administration Emerald Publishing

The influence of time on student perceptions of service quality The need for longitudinal measures

Journal of Educational Administration, Volume 41 (3): 16 – Jun 1, 2003

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0957-8234
DOI
10.1108/09578230310474449
Publisher site
See Article on Publisher Site

Abstract

The paper argues that existing measures of service quality within the higher education sector are fundamentally flawed due to the ignorance of the effects of time on student perceptions. The paper takes the view that it is the perception of service quality over time that may better explain longer‐term relationship building and recommendation intention. A longitudinal study employing a modified SERVQUAL scale observed that perceptions of service quality related to a student orientation process declined with the passage of time.

Journal

Journal of Educational AdministrationEmerald Publishing

Published: Jun 1, 2003

Keywords: Service quality; Perceptions; Time; Change

References

  • Linking student satisfaction and service quality perceptions: the case of university education
    Athiyaman, A.
  • What should time be?
    Davies, G.
  • 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
    Ford, J.B.; Joseph, M.; Joseph, B.
  • Service quality in education: a student perspective
    Joseph, M.; Joseph, B.
  • Student perceptions of service quality in a UK university business and management faculty
    Oldfield, B.M.; Baron, S.
  • A framework for the dimensions of quality in higher education
    Owlia, M.; Aspinwall, E.M.
  • Beyond service quality dimensions in higher education and towards a service contract
    Rowley, J.
  • Measuring service quality in a tertiary institution
    Soutar, G.; McNeil, M.
  • Quality management in education
    Taylor, A.; Hill, F.
  • Return on quality: a new factor in assessing quality efforts
    Weller, D.L.

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