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Total Quality Management & Business Excellence Volume 25, 2014 - Issue 1-2
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Original Articles

Beyond SERVQUAL: The competitive forces of higher education in Singapore

Roland K. YeoKuwait Maastricht Business School and International Graduate School of Business, University of South Australia, PO Box 9678, Salmiya22097, KuwaitCorrespondence[email protected]
&
Jessica LiDepartment of Education Policy, Organization and Leadership, University of Illinois at Urbana-Champaign, 354 Education Building, 1310 S. Sixth St., Champaign, IL61820, USA
Pages 95-123 | Published online: 13 Jan 2012

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Narelle Eather, Myrto F. Mavilidi, Heather Sharp & Robert Parkes. (2022) Programmes targeting student retention/success and satisfaction/experience in higher education: A systematic review. Journal of Higher Education Policy and Management 44:3, pages 223-239.
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Mazhar Ali, Huma Amir & Masood Ahmed. (2021) The role of university switching costs, perceived service quality, perceived university image and student satisfaction in shaping student loyalty. Journal of Marketing for Higher Education 0:0, pages 1-22.
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Mauro Cavallone, Maria Vincenza Ciasullo, Jacqueline Douglas & Rocco Palumbo. (2021) Framing higher education quality from a business perspective: setting the conditions for value co-creation. Studies in Higher Education 46:6, pages 1099-1111.
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Wookjae Heo, Narang Park & Kunsoon Park. (2020) Classifying students using an expectation-perception survey about a hospitality laboratory class: Empirical research with the finite mixture model. Anatolia 31:1, pages 50-61.
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Shahira El Alfy & Abdulai Abukari. (2020) Revisiting perceived service quality in higher education: uncovering service quality dimensions for postgraduate students. Journal of Marketing for Higher Education 30:1, pages 1-25.
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Soujata Rughoobur-Seetah. (2019) Factors affecting students’ choices of tertiary institutions in small island developing economies. Quality in Higher Education 25:2, pages 117-132.
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Sriyalatha Kumarasinghe, Craig Lee & Chandika Karunasekara. (2019) Comparing local and foreign perceptions of service quality of five-star hotels in Sri Lanka. Journal of Quality Assurance in Hospitality & Tourism 20:1, pages 44-65.
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Frederic Marimon, Marta Mas-Machuca, Jasmina Berbegal-Mirabent & Josep Llach. (2019) UnivQual: a holistic scale to assess student perceptions of service quality at universities. Total Quality Management & Business Excellence 30:1-2, pages 184-200.
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Ines Dužević, Josip Mikulić & Tomislav Baković. (2018) An extended framework for analysing higher education performance. Total Quality Management & Business Excellence 29:5-6, pages 599-617.
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Prasun Das & Srabanti Mukherjee. (2017) Improvement in higher education quality of the North-East University of India. Total Quality Management & Business Excellence 28:7-8, pages 765-781.
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Maria J. Manatos, Cláudia S. Sarrico & Maria J. Rosa. (2017) The integration of quality management in higher education institutions: a systematic literature review. Total Quality Management & Business Excellence 28:1-2, pages 159-175.
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Henry A. Hornstein. (2017) Student evaluations of teaching are an inadequate assessment tool for evaluating faculty performance. Cogent Education 4:1.
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Jorge Pérez Rave & Leandro Muñoz Giraldo. (2016) ClassroomQual: a scale for measuring the use-of-classrooms-for-teaching–learning service quality. Total Quality Management & Business Excellence 27:9-10, pages 1063-1090.
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Sheng-Hsun Hsu, Yu-Che Wang, Chao-Jih Cheng & Yu-Fan Chen. (2016) Developing a decomposed alumni satisfaction model for higher education institutions. Total Quality Management & Business Excellence 27:9-10, pages 979-996.
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Muhammad Kashif, T. Ramayah & Syamsulang Sarifuddin. (2016) PAKSERV – measuring higher education service quality in a collectivist cultural context. Total Quality Management & Business Excellence 27:3-4, pages 265-278.
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Panagiotis Trivellas & Ilias Santouridis. (2016) Job satisfaction as a mediator of the relationship between service quality and organisational commitment in higher education. An empirical study of faculty and administration staff. Total Quality Management & Business Excellence 27:1-2, pages 169-183.
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Josip Mikulić, Ines Dužević & Tomislav Baković. (2015) Exploring drivers of student satisfaction and dissatisfaction: an assessment of impact-asymmetry and impact-range. Total Quality Management & Business Excellence 26:11-12, pages 1213-1225.
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Tonći Lazibat, Tomislav Baković & Ines Dužević. (2014) How perceived service quality influences students' satisfaction? Teachers' and students' perspectives. Total Quality Management & Business Excellence 25:7-8, pages 923-934.
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Sangbok Ree, Young Hyun Park & Hanjoo Yoo. (2014) A study on education quality using the Taguchi method. Total Quality Management & Business Excellence 25:7-8, pages 935-943.
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Rogério Duarte, António Ramos-Pires & Helena Gonçalves. (2014) Identifying at-risk students in higher education. Total Quality Management & Business Excellence 25:7-8, pages 944-952.
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Jasmina Dlačić, Maja Arslanagić, Selma Kadić-Maglajlić, Suzana Marković & Sanja Raspor. (2014) Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling. Total Quality Management & Business Excellence 25:1-2, pages 141-157.
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Lola C. Duque. (2014) A framework for analysing higher education performance: students' satisfaction, perceived learning outcomes, and dropout intentions. Total Quality Management & Business Excellence 25:1-2, pages 1-21.
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Jorge Henrique de Oliveira Silva, Glauco Henrique de Sousa Mendes, Gilberto Miller Devós Ganga, Ricardo Coser Mergulhão & Fabiana Letícia Lizarelli. (2019) Antecedents and consequents of student satisfaction in higher technical-vocational education: evidence from Brazil. International Journal for Educational and Vocational Guidance 20:2, pages 351-373.
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Hasan Dinçer, Serhat Yüksel & Luis Martínez. (2019) Analysis of balanced scorecard-based SERVQUAL criteria based on hesitant decision-making approaches. Computers & Industrial Engineering 131, pages 1-12.
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KUMAR GANDHI SURJIT, SACHDEVA ANISH & GUPTA AJAY. (2019) MANAGING SERVICE QUALITY IN TECHNICAL EDUCATION: A CASE STUDY USING SAP-LAP METHODOLOGY. i-manager’s Journal on Management 13:4, pages 26.
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Novianti Tysmala Dewi & Dhenok Widari. (2018) Hubungan Berat Badan Lahir Rendah dan Penyakit Infeksi dengan Kejadian Stunting pada Baduta di Desa Maron Kidul Kecamatan Maron Kabupaten Probolinggo. Amerta Nutrition 2:4, pages 373.
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Dunja Mestrovic. (2017) Service Quality, Students' Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions. Interdisciplinary Description of Complex Systems 15:1, pages 66-77.
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Maria J. Manatos, Cláudia S. Sarrico & Maria J. Rosa. 2016. Global Challenges, National Initiatives, and Institutional Responses. Global Challenges, National Initiatives, and Institutional Responses 143 158 .
Sangbok Ree. (2015) Case Study for Improving Lecture Satisfaction using S-NS Diagram. Journal of the Korean society for quality management 43:4, pages 489-498.
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Yu-Lung Wu, Yu-Hui Tao, Deniel-Y. Chang & Ting-Mu Huang. 2015. Multidisciplinary Social Networks Research. Multidisciplinary Social Networks Research 381 392 .
Tinu Agrawal & Jitendra Sharma. (2014) Quality Function Deployment in Higher Education. International Journal of Service Science, Management, Engineering, and Technology 5:1, pages 1-13.
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Mazhar Ali & Masood Ahmed. (2018) Determinants of Students' Loyalty to University: A Service-Based Approach. SSRN Electronic Journal.
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