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ERIC Number: EJ562499
Record Type: Journal
Publication Date: 1998
Pages: N/A
Abstractor: N/A
Reference Count: N/A
ISBN: N/A
ISSN: ISSN-0263-211X
Determinants of Quality Perception in Educational Administration: Potential Conflict between the Requirements of Internal and External Customers.
Galloway, R. L.; Wearn, Katrina
Educational Management & Administration, v26 n1 p35-48 Jan 1998
Attempts to measure perceived quality, based on customers' views within the context of a (British) university faculty office, using a modified SERVQUAL instrument. Internal customers demonstrated that perceived quality is driven by task-focused issues, stressing clarity, accuracy, and reliability. External customers, whose usage is more casual, judge quality on the basis of readily apparent, more superficial indicators. (19 references) (MLH)
Publication Type: Journal Articles; Reports - Evaluative
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: United Kingdom (England)