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Antecedents and consequences of service quality in a higher education context : A qualitative research approach

Sultan, Parves and Wong, Ho Yin 2013, Antecedents and consequences of service quality in a higher education context : A qualitative research approach, Quality assurance in education, vol. 21, no. 1, pp. 70-95.

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Title Antecedents and consequences of service quality in a higher education context : A qualitative research approach
Author(s) Sultan, Parves
Wong, Ho Yin
Journal name Quality assurance in education
Volume number 21
Issue number 1
Start page 70
End page 95
Total pages 26
Publisher Emerald Group Publishing
Place of publication Bingley, England
Publication date 2013
ISSN 0968-4883
1758-7662
Keyword(s) Australia
Trust
Students
Service quality
Satisfaction
Past experience
Information
Higher education
Brand performance
Behavioural intention
Summary Purpose – The purpose of the paper is to report on the perception of students in regard to critical antecedents, dimensions and consequences of service quality with an aim to develop a theoretical model in the context of a university in Australia.

Design/methodology/approach –
This research used focus group discussions with 19 students who had been studying in undergraduate and postgraduate level programs at an Australian university.

Findings – The findings show that the critical antecedents to perceived service quality are information and past experience. There are three aspects of perceived service quality, namely, academic, administrative and facilities. Student satisfaction and student trust are found to have direct and positive relationships with perceived service quality as consequences; and brand performance and behavioural intention are found to have indirect relationships with perceived service quality mediated through satisfaction and trust.

Originality/value –
This paper found three separate themes and their relationships with service quality in the context of a university. These themes are: information, past experience and brand performance. Perceived service quality was found playing an important role in this theoretical model. The model provides a good explanation of university brand performance and students' behavioural intentions.
Language eng
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
Socio Economic Objective 910403 Marketing
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2012 Emerald Group Publishing
Persistent URL http://hdl.handle.net/10536/DRO/DU:30050557

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Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.