Quality education service: put your feet in their shoes

References

• Abdullah, F. (2006). Measuring service quality in higher education: Three instruments compared. International Journal of Research & Method in Education, 29(1), 71–89. doi: 10.1080/01406720500537445
   Google Scholar
• Ba, S., & Johansson, W. C. (2008). An exploratory study of the impact of e-service process on online customer satisfaction. Production and Operations Management, 17(1), 107–119. doi: 10.3401/poms.1070.0006
   Web of Science ®Google Scholar
• Bemowski, K. (1991). Restoring the pillars of higher education. Quality Progress, 24(10), 37–42.
   Google Scholar
• Cheng, C. C., Chen, C. T., Hsu, F. S., & Hu, H. Y. (2012). Enhancing service quality improvement strategies of fine-dining restaurants: New insights from integrating a two-phase decision-making model of IPGA and DEMATEL analysis. International Journal of Hospitality Management, 31(4), 1155–1166. doi: 10.1016/j.ijhm.2012.02.003
   Web of Science ®Google Scholar
• Clewes, D. (2003). A student-centred conceptual model of service quality in higher education. Quality in Higher Education, 9(1), 69–85. doi: 10.1080/13538320308163
   Google Scholar
• Council for the Advancement of Standards in Higher Education. (2008). CAS general standards. Retrieved August 28, 2012, from https://www.cas.edu/CAS%20Statements/General%20Standards08rev.pdf
   Google Scholar
• Crick, A. P., & Spencer, A. (2011). Hospitality quality: New directions and new challenges. International Journal of Contemporary Hospitality Management, 23(4), 463–478. doi: 10.1108/09596111111129986
   Web of Science ®Google Scholar
• Cuthbert, P. F. (1996a). Managing service quality in higher education: Is SERVQUAL the answer? Part 1. Managing Service Quality, 6(2), 11–16. doi: 10.1108/09604529610109701
   Google Scholar
• Cuthbert, P. F. (1996b). Managing service quality in higher education: Is SERVQUAL the answer? Part 2. Managing Service Quality, 6(3), 31–35. doi: 10.1108/09604529610115858
   Google Scholar
• Dorweiler, V. P., & Yakhou, M. (1994). Changes in professional degree programs in the USA: An environmental analysis of professional education requirements. Higher Education Research and Development, 13(2), 231–251. doi: 10.1080/0729436940130212
   Google Scholar
• Firdaus, A. (2006). The development of HEdPERF: A new measuring instrument of service quality for higher education. International Journal of Consumer Studies, 30(6), 569–581. doi: 10.1111/j.1470-6431.2005.00480.x
   Google Scholar
• Fontela, E., & Gabus, A. (1976). The DEMATEL observer, DEMATEL 1976 report. Geneva: Battelle Geneva Research Center.
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(1), 382–388. doi: 10.2307/3150980
   Web of Science ®Google Scholar
• Gallifa, J., & Batalle, P. (2010). Student perceptions of service quality in a multi-campus higher education system in Spain. Quality Assurance in Education, 18(2), 156–170. doi: 10.1108/09684881011035367
   Google Scholar
• Gonzalez, M., Quesada, G., & Bahill, T. (2003). Improving product design using quality function deployment: The school furniture case in developing countries. Quality Engineering Journal, 16(1), 47–58.
   Google Scholar
• Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.
   Google Scholar
• Ham, L., & Hayduk, S. (2003). Gaining competitive advantage in higher education: Analyzing the gap between expectations and perceptions of service quality. International Journal of Value-Based Management, 16(3), 223–242. doi: 10.1023/A:1025882025665
   Google Scholar
• Hasan, H. F. A., Ilias, A., Rahman, R. A., & Razak, M. Z. A. (2008). Service quality and student satisfaction: A case study at private higher education institutions. International Business Research, 1(3), 163–175.
   Google Scholar
• Horng, J. S., & Teng, C. C. (2011). Cross-cultural quality measurement of undergraduate hospitality, tourism and leisure programmes: Comparisons between Taiwan and the USA. Journal of Hospitality, Leisure, Sport and Tourism Education, 10(1), 49–62. doi: 10.3794/johlste.101.293
   Web of Science ®Google Scholar
• Ikiz, A. K., & Masoudi, A. (2008). A QFD and SERVQUAL approach to hotel service design. Isletme Fakültesi Dergisi, 9(1), 17–31.
   Google Scholar
• Jeong, M., & Oh, H. (1998). Quality function deployment: An extended framework for service quality and customer satisfaction in the hospitality industry. International Journal of Hospitality Management, 17(4), 375–390. doi: 10.1016/S0278-4319(98)00024-3
   Google Scholar
• Joseph, M., Yakhou, M., & Stone, G. (2005). An educational institution's quest for service quality: Customers’ perspective. Quality Assurance in Education, 13(1), 66–82. doi: 10.1108/09684880510578669
   Google Scholar
• Lee, M. J., Olds, D. A., & Lee, C. (2010). Why students choose a hospitality and tourism program: A pilot study of U.S. undergraduate students. Journal of Hospitality & Tourism Education, 22(3), 20–26. doi: 10.1080/10963758.2010.10696981
   Google Scholar
• Lin, S. P., Chan, Y. H., & Tsai, M. C. (2009). A transformation function corresponding to IPA and gap analysis. Total Quality Management & Business Excellence, 20(8), 829–846. doi: 10.1080/14783360903128272
   Web of Science ®Google Scholar
• Martilla, J. A., & James, J. C. (1977). Importance-performance analyses. Journal of Marketing, 41(1), 77–79. doi: 10.2307/1250495
   Web of Science ®Google Scholar
• Maushart, J. (2003). Study says students are satisfied with college experience. The Daily Aztec, San Diego State University.
   Google Scholar
• Musaa, G., & Thirumoorthia, T. (2011). Red Palm: Exploring service quality and servicescape of the best backpacker hostel in Asia. Current Issues in Tourism, 14(2), 103–120. doi: 10.1080/13683500903511125
   Web of Science ®Google Scholar
• Nadiri, H., Kandampully, J., & Hussain, K. (2009). Students’ perceptions of service quality in higher education. Total Quality Management & Business Excellence, 20(5), 523–535. doi: 10.1080/14783360902863713
   Web of Science ®Google Scholar
• O'Neill, M. A., & Palmer, A. (2004). Importance-performance analysis: A useful tool for directing continuous quality improvement in higher education. Quality Assurance in Education, 12(1), 39–52. doi: 10.1108/09684880410517423
   Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. doi: 10.2307/1251430
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
   Web of Science ®Google Scholar
• Paryani, K., Masoudi, A., & Cudney, E. A. (2010). QFD application in the hospitality industry: A hotel case study. The Quality Management Journal, 17(1), 7–28.
   Google Scholar
• Pereda, M., Airey, D., & Bennett, M. (2007). Service quality in higher education: The experience of overseas students. Journal of Hospitality, Leisure, Sport & Tourism Education, 6(2), 55–67. doi: 10.3794/johlste.62.160
   Web of Science ®Google Scholar
• Rajasekhar, M., Muninarayanappa, M., & Reddy, S. V. S. (2009). The GAP model analysis of service quality in Indian higher education. Asia-Pacific Journal of Social Sciences, 1(2), 214–229.
   Google Scholar
• Sahney, S., Banwet, D. K., & Karunes, S. (2004). A SERVQUAL and QFD approach to total quality education: A student perspective. International Journal of Productivity and Performance Management, 53(2), 143–166. doi: 10.1108/17410400410515043
   Google Scholar
• Soutar, G., & McNeil, M. (1996). Measuring service quality in a tertiary institution. Journal of Educational Administration, 34(1), 72–82. doi: 10.1108/09578239610107174
   Google Scholar
• Tan, K. C., & Pawitra, T. A. (2001). Integrating SERVQUAL and Kano's model into QFD for service excellence development. Managing Service Quality, 11(6), 418–430. doi: 10.1108/EUM0000000006520
   Google Scholar
• Tsai, M. C., Lin, S. P., & Chan, Y. H. (2011). Service failures identification: The involvement of the interrelation effect in service practices. African Journal of Business Management, 5(6), 2301–2311.
   Web of Science ®Google Scholar
• Tseng, M. L. (2009). Using the extension of DEMATEL to integrate hotel service quality perceptions into a cause–effect model in uncertainty. Expert Systems with Applications, 36(5), 9015–9023. doi: 10.1016/j.eswa.2008.12.052
   Web of Science ®Google Scholar
• Wang, R. T. (2007). Improving service quality using quality function deployment: The air cargo sector of China airlines. Journal of Air Transport Management, 13(4), 221–228. doi: 10.1016/j.jairtraman.2007.03.005
   Web of Science ®Google Scholar
• Wright, C., & O'Neill, M. (2002). Service quality evaluation in the higher education sector: An empirical investigation of students’ perceptions. Higher Education Research and Development, 21(1), 23–39. doi: 10.1080/07294360220124639
   Google Scholar
• Wright, R. E. (2000). Quality factors in higher education: The students’ viewpoint. College Student Journal, 30(2), 269–272.
   Google Scholar
• Wu, W. W. (2008). Choosing knowledge management strategies by using a combined ANP and DEMATEL approach. Expert Systems with Applications, 35(3), 828–835. doi: 10.1016/j.eswa.2007.07.025
   Web of Science ®Google Scholar
• Wu, W. W., & Lee, Y. T. (2007). Developing global managers’ competencies using the fuzzy DEMATEL method. Expert Systems with Applications, 32(2), 499–507. doi: 10.1016/j.eswa.2005.12.005
   Web of Science ®Google Scholar
• Yildiz, S. M., & Kara, A. (2009). The PESPERF scale: An instrument for measuring service quality in the school of physical education and sports sciences (PESS). Quality Assurance in Education, 17(4), 393–415. doi: 10.1108/09684880910992359
   Google Scholar
• Zafiropoulos, C., & Vrana, V. (2008). Service quality assessment in a Greek higher education institute. Journal of Business Economics and Management, 9(1), 33–45. doi: 10.3846/1611-1699.2008.9.33-45
   Web of Science ®Google Scholar