Measuring service quality in a tertiary institution

Abstract

Measures service quality from the point of view of the customer using the SERVQUAL model. The “customers” in this instance were a group of business students at an Australian university. Obtains service quality evaluations in relation to academic and administrative aspects of the educational service. Makes significant negative evaluations in relation to the quality of administrative services. Finds that satisfaction with the academic service was closely related to dependability whereas satisfaction with administrative services was associated with good communication.

Citation

Soutar, G. and McNeil, M. (1996), "Measuring service quality in a tertiary institution", Journal of Educational Administration, Vol. 34 No. 1, pp. 72-82. https://doi.org/10.1108/09578239610107174