Service Quality and The Overseas' Student: Some Australian Experiences
Asia Pacific Journal of Marketing and Logistics
ISSN: 1355-5855
Article publication date: 1 January 1994
Abstract
The paper examines the perceptions of overseas' students of the service quality delivered by 10 educational institutions in Western Australia. Their expectations in relation to service quality are also measured using the SERVQUAL model. Groups of students with distinct expectations are identified and these groups are plotted on a perceptual space diagram together with the 10 institutions. This provides a useful tool for market segmentation and diagnostic work to improve service quality dimensions.
Keywords
Citation
Soutar, G.N., McNeil, M.M. and Lim, K. (1994), "Service Quality and The Overseas' Student: Some Australian Experiences", Asia Pacific Journal of Marketing and Logistics, Vol. 6 No. 1/2, pp. 28-40. https://doi.org/10.1108/eb010255
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited