Linking student satisfaction and service quality perceptions: the case of university education

Abstract

Suggests that, despite hundreds of publications on consumer satisfaction and service quality, little work has been done to clarify the conceptual basis of these constructs; theorists in the area of service quality argue that the popular press does not differentiate between these two constructs. Clarifies the relationship between consumer satisfaction and perceived service quality using a scenario specific to higher education. Also suggests a model of perceived service quality that could be used in higher education institutions. Discusses conceptual and managerial implications of the findings.

Citation

Athiyaman, A. (1997), "Linking student satisfaction and service quality perceptions: the case of university education", European Journal of Marketing, Vol. 31 No. 7, pp. 528-540. https://doi.org/10.1108/03090569710176655