Service Quality in a Higher Education Context: Antecedents and Dimensions

Parves Sultan, Ho Yin Wong

Research output: Contribution to journalArticle


The aim of this paper is to explore and examine the perception of students with regard to antecedents and dimensions of service quality in a higher education context. Both qualitative and quantitative research methods are employed. The findings show that information and past experience are significant determinants
to form and evaluate service quality in a higher education context, and that service quality is a second order construct. The core dimensions of service quality are academic service quality, administrative service quality and facilities service quality in the context of Central Queensland University (CQUni)
Original languageEnglish
Pages (from-to)11-20
Number of pages10
JournalInternational Review of Business Research Papers
Issue number2
Publication statusPublished - 2011
Externally publishedYes


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