Title

Service quality evaluation in the higher education sector: An empirical investigation of students' perceptions

Document Type

Journal Article

Publisher

Carfax Publishing

Faculty

Business and Public Management

School

Marketing, Tourism and Leisure

RAS ID

134

Comments

This article was originally published as: O'Neill, M., & Wright, C. (2002). Service quality evaluation in the higher education sector: An empirical investigation of students' perceptions. Higher Education Research and Development, 21(1), 23-39. Original available here

Abstract

This paper investigates the conceptualisation and measurement of service quality within the higher education sector in Western Australia (WA). It addresses the prominence of the service quality issue within this sector and the move toward high value service delivery as a means of ensuring sustainable competitive advantage. It reports the findings from an exploratory study of student perceptions of service quality as they relate to an on-line library service offered by a public sector university in WA. The study makes use of the importance-performance disconfirmation technique. The results reveal both the core service quality dimensions of significance to students in using this service and demonstrate the usefulness and relative simplicity of disconfirmation models generally, for evaluating the service quality construct in the higher education context.

DOI

10.1080/07294360220124639

 

Link to publisher version (DOI)

10.1080/07294360220124639