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Cultural influence on global assessment of higher education service quality: The case of Central Queensland University, Australia

Sultan, Parves and Wong, Ho Yin 2014, Cultural influence on global assessment of higher education service quality: The case of Central Queensland University, AustraliaCross-cultural interaction: Concepts, methodologies, tools and applications, Information Resources Management Association, Hershey, Pa., pp.1637-1657, doi: 10.4018/978-1-4666-4979-8.ch093.

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Title Cultural influence on global assessment of higher education service quality: The case of Central Queensland University, Australia
Author(s) Sultan, Parves
Wong, Ho Yin
Title of book Cross-cultural interaction: Concepts, methodologies, tools and applications
Publication date 2014
Chapter number 93
Total chapters 96
Start page 1637
End page 1657
Total pages 21
Publisher Information Resources Management Association
Place of Publication Hershey, Pa.
Summary © 2014 by IGI Global. All rights reserved. This study compares students' cultural influence on global assessment of higher education service quality. In particular, this study surveyed the full-time students (that is at least 24 credit points of study in a semester) studying at the Central Queensland University (CQU), Australia. CQU has ten campuses and is one of the largest universities in Australia, with more than 14,000 students, in which 3,000 students are enrolled as full-time students and 11,000 as part-time students. An online survey was undertaken, and 227 responses from full-time students were returned for data analysis. Exploratory factor analysis and confirmatory factor analysis were performed to determine valid and reliable dimensions of perceived service quality. Tests of differences such as ANOVA and t-test were conducted to examine the differences of perceived service quality in terms of four cultural dimensions; namely, power distance, individualism, uncertainty avoidance, and masculinity. Findings show that different cultures perceive service quality differently; especially administrative service quality and physical facilities service quality.
ISBN 1466649798
9781466649798
Language eng
DOI 10.4018/978-1-4666-4979-8.ch093
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
Socio Economic Objective 910403 Marketing
HERDC Research category B1.1 Book chapter
Copyright notice ©2014, IGI Global
Persistent URL http://hdl.handle.net/10536/DRO/DU:30079859

Document type: Book Chapter
Collection: Department of Marketing
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