Perspectives of service quality in a higher education context: A qualitative research approach

Parves Sultan, Ho Yin Wong

Research output: A Conference proceeding or a Chapter in BookConference contribution

Abstract

his study aims to explore the perception of students with regard to critical antecedents and dimensions of service quality, and their causal relationships in the context of a university in Australia. The study used qualitative research method to derive a theoretical model. Three focus group discussions with nineteen students were conducted at the Central Queensland University (CQUni), Rockhampton, Australia. The findings reveal that the critical antecedents to perceived service quality are information and past experience. Students perceive service quality as a set of attributes and that they evaluate it cognitively. These attributes are categorized as academic, administrative and
facilities service qualities. All of the interrelationships among the key themes are positive.
Original languageEnglish
Title of host publication24th Annual Australian and New Zealand Academy of Management Conference (ANZAM)
Place of PublicationAustralia
PublisherANZAM
Pages1-17
Number of pages17
Publication statusPublished - 2010
Externally publishedYes
Event24th Annual Australian and New Zealand Academy of Management Conference (ANZAM 2010) - Adelaide Convention Centre, Adelaide, Australia
Duration: 8 Dec 201010 Dec 2010

Conference

Conference24th Annual Australian and New Zealand Academy of Management Conference (ANZAM 2010)
CountryAustralia
CityAdelaide
Period8/12/1010/12/10

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Sultan, P., & Wong, H. Y. (2010). Perspectives of service quality in a higher education context: A qualitative research approach. In 24th Annual Australian and New Zealand Academy of Management Conference (ANZAM) (pp. 1-17). Australia: ANZAM.