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. Attached Files Name Description MIMEType Size Downloads wong-antecedents-post-2012.pdf Post print application/pdf 611.63KB 1615 Title Antecedents and consequences of service quality in a higher education context : A qualitative research approach Author(s) Sultan, Parves Wong, Ho Yin orcid.org/0000-0002-2461-650X 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 Free to Read? Yes Persistent URL http://hdl.handle.net/10536/DRO/DU:30050557 Document type: Journal Article Collections: Faculty of Business and Law Deakin Business School Open Access Collection   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, 13 Feb 2013, 08:59:37 EST Thu, 21 Feb 2013, 10:10:21 EST Thu, 21 Feb 2013, 10:11:46 EST Thu, 21 Feb 2013, 10:28:43 EST Thu, 21 Feb 2013, 10:29:39 EST Fri, 15 Mar 2013, 09:33:07 EST Mon, 18 Mar 2013, 07:44:17 EST Fri, 13 Jun 2014, 16:35:22 EST Fri, 27 Jun 2014, 16:04:36 EST Mon, 30 Jun 2014, 08:54:24 EST Sat, 04 Nov 2017, 01:33:01 EST Tue, 05 Dec 2017, 12:39:00 EST Fri, 07 Sep 2018, 16:23:27 EST Filtered Full Citation counts:   Cited 72 times in TR Web of Science Cited 97 times in Scopus Search Google Scholar Access Statistics: 758 Abstract Views, 1624 File Downloads  -  Detailed Statistics Created: Wed, 13 Feb 2013, 08:59:20 EST by Aysun Alpyurek