349
Views
73
CrossRef citations to date
0
Altmetric
Original Articles

A framework for measuring quality in engineering education

Pages 501-518 | Published online: 25 Aug 2010

References

  • BABAKUS , E. and BOLLER , G.W. 1992 . An empirical assessment of the SERVQUAL scale . Journal of B usiness Research , 24 : 253 – 268 .
  • BROWN , T.J. , CHURCHILL , G.A. and PETER , J.P. 1993 . Research note: improving the measurement of service quality . Journal of Retailing , 69 (1) : 127 – 139 .
  • CARMAN , J.M. 1990 . Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions . Journal of Retailing , 66 (1) : 33 – 55 .
  • CRONIN , J.J. and TAYLOR , S.A. 1992 . Measuring service quality: a reexamination and extension . Journal of Marketing , 56 (7) : 55 – 68 .
  • DIXON , B.R. , BOUMA , G.D. and ATKINSON , G.B.J. 1987 . A Handbook of Social Science Research , Oxford : Oxford University Press .
  • DOTCHIN , J.A. and OAKLAND , J.S. 1994 . Total quality management in services, part 3. Distinguishing perceptions of service quality . International Journal of Quality and Reliability Management , 11 (4) : 6 – 28 .
  • FOWLER , F.J. 1993 . Survey Research Methods, , 2nd Edn , London : Sage Publications .
  • GARVIN , D.A. 1988 . Managing Quality , New York : Free Press .
  • GROÈNROOS , C. 1984 . A service quality model and its marketing implementations . European Journal of Marketing , 18 (4) : 36 – 44 .
  • GROÈNROOS , C. 1990 . Service Management and Marketing , Lexington , MA : Lexington Books .
  • HAYES , B.E. 1992 . Measuring Customer Satisfaction , Milwaukee : ASQC .
  • HAYWOOD-FARMER , J. 1988 . A conceptual model of service quality . International Journal of Operations and Production Management , 8 (6) : 19 – 29 .
  • HINES , W.W. and MONTGOMERY , D.C. 1990 . Probability and Statistics in Engineering and Management Science, , 3rd Edn , New York : John Wiley .
  • KOMPASS . 1995 . Company Information , East Grinstead : Reed Information Services .
  • NUNNALLY , J.C. 1978 . Psychometric Theory , New York : McGraw-Hill .
  • OWLIA , M.S. and ASPINWALL , E.M. 1996 . A framework for the dimensions of quality in higher education . Quality Assurance in Education , 4 (2) : 12 – 20 .
  • PARASURAMAN , A. , BERRY , L.L. and ZEITHAML , V.A. 1991 . Refinement and reassessment of the SERVQUAL scale . Journal of Retailing , 67 (4) : 420 – 450 .
  • PARASURAMAN , A. , ZEITHAML , V.A. and BERRY , L.L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 (4) : 41 – 50 .
  • PARASURAMAN , A. , ZEITHAML , V.A. and BERRY , L.L. 1988 . SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 (1) : 12 – 40 .
  • PARASURAMAN , A. , ZEITHAML , V.A. and BERRY , L.L. 1994 . Reassessment of expectations as a comparison standard in measuring service quality: implications for further research . Journal of Marketing , 58 (1) : 111 – 124 .
  • SARAPH , J.V. , BENSON , P.G. and SCHROEDER , R.G. 1989 . An instrument for measuring the critical factors of quality management . Decision Sciences , 20 (4) : 810 – 829 .
  • SASSER , W.E. , OLSEN , R.P. and WYCKOFF , D.D. 1978 . Management of Service Operations , Boston : Allyn & Bacon .
  • SELLTIZ , C. , WRIGHTSMAN , L.S. and COOK , S.W. 1976 . Research Methods in Social Relations, , 3rd Edn , New York : Holt, Rinehart, and Winston .
  • TEAS , R.K. 1993 . Expectations, performance evaluation, and consumers' perceptions of quality . Journal of Marketing , 57 (10) : 18 – 34 .
  • WATTS , R.A. 1987 . Measuring Software Quality , Oxford : The National Computing Centre .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.