Service quality in a higher education context : an integrated model Sultan, Parves and Wong, Ho Yin 2012, Service quality in a higher education context : an integrated model, Asia pacific journal of marketing and logistics, vol. 24, no. 5, pp. 755-784, doi: 10.1108/13555851211278196. Attached Files Name Description MIMEType Size Downloads wong-servicequality-post-2012.pdf Authors' post-print application/pdf 588.49KB 1569 Title Service quality in a higher education context : an integrated model Author(s) Sultan, Parves Wong, Ho Yin orcid.org/0000-0002-2461-650X Journal name Asia pacific journal of marketing and logistics Volume number 24 Issue number 5 Start page 755 End page 784 Total pages 30 Publisher Emerald Group Publishing Place of publication Bingley, England Publication date 2012 ISSN 1355-5855 1758-4248 Keyword(s) service quality customer services quality brands higher education trust satisfaction image communication past experience Summary Purpose – The aim of this study is to develop and empirically test an integrated model incorporating the antecedents and consequences of service quality in a higher education context. Design/methodology/approach – This research employed both qualitative and quantitative research methods. The data from three focus groups, conducted at the Central Queensland University (CQU), Rockhampton, Australia, generated key themes and their interrelationships. The theoretical model was then tested using structural equation modelling technique on a sample of 528 university students. Findings – The findings show that information (marketing communications) is more statistically significant than past experience as the antecedents of service quality. The consequences of service quality are composed of trust, satisfaction, and image. Overall, the results suggest a good validity of the theoretical model and the key paths in the model are found statistically significant, except past experience affecting service quality. Originality/value – The model provides a good explanation of a university brand image, and perceived service quality was found playing an important role in this model. Universities intending to enhance their image are encouraged to consider focusing their efforts on marketing communication information, service quality, student satisfaction and trust. Notes Reproduced with the kind permission of the copyright owner. Language eng DOI 10.1108/13555851211278196 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 Free to Read? Yes Persistent URL http://hdl.handle.net/10536/DRO/DU:30049370 Document type: Journal Article Collections: Faculty of Business and Law Deakin Business School Open Access Collection Related Links Link Description Connect to published version (restricted access) Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. 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. Versions Version Filter Type Wed, 07 Nov 2012, 14:51:00 EST Tue, 13 Nov 2012, 13:19:12 EST Tue, 13 Nov 2012, 13:20:34 EST Fri, 30 Nov 2012, 08:25:56 EST Fri, 30 Nov 2012, 08:26:34 EST Fri, 30 Nov 2012, 08:27:41 EST Fri, 30 Nov 2012, 08:28:16 EST Fri, 13 Jun 2014, 16:06:43 EST Mon, 08 Sep 2014, 16:02:49 EST Wed, 21 Oct 2015, 14:37:33 EST Sat, 04 Nov 2017, 01:33:04 EST Tue, 05 Dec 2017, 12:37:58 EST Fri, 07 Sep 2018, 16:19:41 EST Filtered Full Citation counts:   Cited 88 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 839 Abstract Views, 1574 File Downloads  -  Detailed Statistics Created: Wed, 07 Nov 2012, 14:50:48 EST by Beatrice Fitzgerald