An Examination of Students' Perceptions of Service Quality in Higher Education

REFERENCES

• Anderson , E. 1995 . High tech v. high touch: a case study of TQM implementation in higher education . Managing Service Quality , 5 ( 2 ) : 48 – 56 .
   Google Scholar
• Arkiran , N. K. 1994 . Developing an instrument to measure customer service quality in branch banking . International Journal of Bank Marketing , 12 ( 6 ) : 10 – 18 .
   Google Scholar
• Bell , Martin L. 1981 . “ Tactical Service Marketing and the Process of Remixing ” . In Marketing of Services , Edited by: Donnelly , J. H. and George , W. R. 163 – 167 . Chicago : American Marketing Association .
   Google Scholar
• Bell , D. R. and Shieff , D. S. E. 1990 . Managing service quality for improved competitive performance . New Zealand Journal of Business , : 1 – 12 .
   Google Scholar
• Berry , L. L. 1980 . Service marketing is different . Harvard Business Review , 58 : 158 – 165 .
   Google Scholar
• Bitner , M. J. 1990 . Evaluating service encounters: The effects of physical surroundings and employees responses . Journal of Marketing , 54 : 69 – 82 .
   Web of Science ®Google Scholar
• Brown , S. W. and Swartz , T. A. 1989 . A gap analysis of professional service quality . Journal of Marketing , 53 : 92 – 98 .
   Web of Science ®Google Scholar
• Carman , J. M. 1990 . Consumer perception of service quality: an assessment of the SERVQUAL dimensions . Journal of Retailing , 66 ( 1 ) : 33 – 55 .
   Web of Science ®Google Scholar
• Chase , Richard B. 1978 . Where Does the Customer Fit in a Service Operation? . Harvard Business Review , 56 ( November-December ) : 137 – 142 .
   PubMedGoogle Scholar
• Churchill , G. A. Jr. 1979 . A paradigm for developing better measures of marketing constructs . Journal of Marketing Research , 11 : 254 – 60 .
   Web of Science ®Google Scholar
• Cowell , Donald W. 1984 . The Marketing of Services , London : Heinmann. .
   Google Scholar
• Cronbach , L. J. 1951 . Coefficient Alpha and the Internal Structure of Tests . Psychometrika , 16 ( 3 ) : 297 – 333 .
   Web of Science ®Google Scholar
• Crosby , L. 1991 . Expanding the role of CSM in total quality . International Journal of Service Industry Management , 2 ( 2 ) : 5 – 19 .
   Google Scholar
• Jr , Cronin J.J. and Taylor , S. A. 1992 . Measuring service quality: A reexamination and extension . Journal of Marketing , 56 : 55 – 68 .
   Web of Science ®Google Scholar
• Jr , Cronin J.J. and Taylor , S. A. 1994 . SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality . Journal of Marketing , 58 : 125 – 131 .
   Web of Science ®Google Scholar
• Dillman , D. A. 1978 . Mail and Telephone Surveys: The Total Design Method , New York : John Wiley and Son. .
   Google Scholar
• Donaldson , B. and Runciman , F. 1995 . Service Quality in Further Education: An insight into management perceptions of service quality and those of the actual service provider . Journal of Marketing Management , 11 : 243 – 256 .
   Google Scholar
• Ennew , C. T. and Binks , M. R. 1996 . The impact of service quality and service characteristics on customer retention: Small businesses and their banks in the U.K. . British Journal of Management. , 7 : 219 – 230 .
   Google Scholar
• Garvin , D. A. 1983 . Quality on the line . Harvard Business Review , 61 : 65 – 73 .
   Web of Science ®Google Scholar
• Green , S. and Boshoff , C. 1996 . An Empirical Assessment of the Relationship between Service Quality, Satisfaction and Value A Tourism Study Working Paper, Otago University, New Zealand
   Google Scholar
• Gronroos , C. 1982 . Strategic Management and Marketing in the Service Sector , Helsingfors : Swedish School of Economic and Business Administration. .
   Google Scholar
• Gronroos , C. 1983 . Strategic Management and Marketing in the Service Sector Report No. 83–10, Marketing Science Institute, Cambridge
   Google Scholar
• Gummesson , E. 1987 . The New Marketing: Developing Long Term Interactive Relationships . Long Range Planning , 20 ( 4 ) : 10 – 20 .
   Web of Science ®Google Scholar
• Hampton , G. M. 1993 . Gap analysis of college student satisfaction as a measure of professional service quality . Journal of Professional Services Marketing , 9 ( 1 ) : 115 – 128 .
   Google Scholar
• Howell , D. C. 1987 . Statistical Methods for Psychology , Boston : PWS-Kent Publishing Company. .
   Google Scholar
• Levy , D. and Edlin , B. 1995 . Making the Grade: Tertiary education joins the real world . Management. , 42 ( 6 ) : 44 – 51 .
   Google Scholar
• Lewis , B. R. 1989 . Quality in the service sector . The Journal of Bank Marketing , 7 ( 5 ) : 4 – 12 .
   Google Scholar
• Lovelock , C. H. 1991 . Service Marketing , 2nd eds. , Englewood Cliffs, NJ : Prentice-Hall. .
   Google Scholar
• Mangold , W. D. and Babakus , E. 1991 . Service quality: The front-stage versus the back-stage perspective . Journal of Services Marketing , 5 : 59 – 70 .
   Google Scholar
• Marshall , A. 1947 . Principles of Economics 8th edition. Macmillan
   Google Scholar
• Mels , G. , Boshoff , C. and Nel , D . 1997 . The dimensions of service quality: The original European perspective revisited . The Service Industries Journal , 17 ( 1 ) : 177 – 189 .
   Google Scholar
• 1996 . New Zealand Annual Review of Education Faculty of Education. Victoria University of Wellington, New Zealand
   Google Scholar
• Nunnally , J. C. 1978 . Psychometric Theory , 2nd ed. , New York : McGraw-Hill Book Company .
   Google Scholar
• Oliver , R. L. 1993 . “ A conceptual model of service quality and service satisfaction: Compatible goals, different concepts ” . In Advances in Services Marketing and Management: Research and Practice Edited by: Swartz , T. A. , Bowen , D. E. and Brown , S. W. Vol. 2 , 65 – 85 .
   Google Scholar
• Parasuraman , A. , Zeithaml , V. and Berry , L. L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 : 41 – 50 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. and Berry , L. L. 1988 . SERVQUAL: A Multiple-Item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 : 12 – 40 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. and Berry , L. L. 1991 . Understanding customer expectations of service . Sloan Management Review , 32 : 39 – 48 .
   Google Scholar
• Pitt , L. F. , Watson , R. T. and Kavan , C. B. 1997 . Measuring information systems service quality: Concerns for a complete canvas . MIS Quarterly , 21 ( 2 ) : 209 – 222 .
   Web of Science ®Google Scholar
• Reichheld , F. F. and Kenny , D. W. 1990 . The hidden advantages of customer retention . Journal of Retail Banking , 12 ( 4 )
   Google Scholar
• Report of the Ministerial Consultative Group . 1994 . Funding Growth in Tertiary Education and Training. May
   Google Scholar
• Rigotti , S. and Pitt , L. 1992 . SERVQUAL as a measuring instrument for service provider gaps in business schools . Management Research News , 15 ( 3 ) : 9 – 15 .
   Google Scholar
• Rust , R. T. and Oliver , R. L. 1994 . “ Service quality: Insights and managerial implications from the frontier ” . In Service Quality: New Directions in Theory and Practice. , Edited by: Rust , R. T. and Oliver , R. L. 1 – 19 . London : Sage Publication .
   Google Scholar
• Rust , R. T. and Zahorik , A. J. 1993 . Customer satisfaction, customer retention and market share . Journal of Retailing , 69 : 193 – 215 .
   Web of Science ®Google Scholar
• Shank , M. D. , Walker , M. and Heyes , T. 1995 . Understanding professional service expectations: Do we know what our students expect in a quality education? . Journal of Professional Services Marketing , 13 ( 1 ) : 71 – 89 .
   Google Scholar
• Shostack , G. L. 1977 . Breaking free from product marketing . Journal of Marketing , 41 : 73 – 80 .
   Web of Science ®Google Scholar
• Soutar , G. , McNeil , M. and Lim , K. 1994 . Service quality and the overseas' students: Some Australian experiences . Asia Pacific Journal of Marketing and Logistics , : 28 – 40 .
   Google Scholar
• Soutar , G. and McNeil , M. 1996 . Measuring service quality in a tertiary institution . Journal of Educational Administration , 34 ( 1 ) : 72 – 82 .
   Google Scholar
• Steward , K. and Felicetti , L. 1991 . Marketing a public university to international students . Journal of Professional Services Marketing , 7 ( 1 ) : 67 – 74 .
   Google Scholar
• Tomkovick , C. , Al-khatib , J. , Badadwaj , B. and Jones , S. I. 1996 . An assessment of the service quality provided to foreign students at US business schools . Journal of Education for Business , : 130 – 135 .
   Google Scholar
• Tram , Lam . 1998 . An Examination of Students' Perceptions of Service Quality in Higher Education, unpublished masters thesis Lincoln University, Canterbury, New Zealand
   Google Scholar
• Van , Dyke, Thomas P. , Kappelman , Leon A. and Prybutok , Victor R. 1997 . Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire 195 – 208 . MIS Quarterly June, –
   Google Scholar
• Webster , C. 1989 . Should consumers be segmented on the basis of their service quality expectations? . Journal of Consumer Research , 3 : 35 – 53 .
   Google Scholar
• Williams , L. and Imrie , B. 1995 . The university service encounter: Understanding the educational experiences and perceptions of full-fee paying students presentation paper, Australia
   Google Scholar
• Zeithaml , V. , Berry , L. and Parasuraman , A. 1985 . Communication and control processes in the delivery of service quality . Journal of Marketing , 52 : 35 – 48 .
   Web of Science ®Google Scholar
• Zeithaml , V. A. 1988 . Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence . Journal of Marketing , 52 : 2 – 22 .
   Web of Science ®Google Scholar
• Zeithaml , V. A. , Berry , L. L. and Parasuraman , A. 1993 . The nature and determinants of customer expectations of service . Journal of the Academy of Marketing Science , 21 ( 1 )
   Google Scholar
• Zeithaml , V. A. and Bitner , M. J. 1996 . Service Marketing. McGraw-Hill International Editions
   Google Scholar