NotesFAQContact Us
Collection
Advanced
Search Tips
Back to results
Peer reviewed Peer reviewed
ERIC Number: EJ522721
Record Type: Journal
Publication Date: 1996
Pages: N/A
Abstractor: N/A
ISBN: N/A
ISSN: ISSN-0022-0639
EISSN: N/A
Measuring Service Quality in a Tertiary Institution.
Soutar, Geoffrey; McNeil, Margaret
Journal of Educational Administration, v34 n1 p72-82 1996
Measures service quality from the viewpoint of customers (students at an Australian university), using the SERVQUAL model. Obtains evaluations of academic and administrative aspects of the educational service. Makes significant negative evaluations of administrative service quality (resulting from communication problems). Satisfaction with the academic service was closely related to dependability. (18 references) (MLH)
Descriptors: Business Administration, College Students, Delivery Systems, Foreign Countries, Higher Education, Measurement, Models, Program Effectiveness, Student Reaction, Universities
Publication Type: Reports - Evaluative; Journal Articles
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Australia
Grant or Contract Numbers: N/A