Literature Review: Service Quality in Educational Institutions

A Conceptual Model of Service Quality and Its Implications for Future Research

1985 • 16,328 citations

Delivering quality service: balancing customer perceptions and expectations

1990 • 3,960 citations

A Multistage Model of Customers' Assessments of Service Quality and Value

1991 • 2,944 citations

Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

1994 • 2,735 citations

An empirical assessment of the SERVQUAL scale

1992 • 2,164 citations

Strategic Management and Marketing in the Service Sector

1984 • 1,728 citations

SERVQUAL revisited: a critical review of service quality

1996 • 1,044 citations

Two Approaches to Service Quality Dimensions

1991 • 720 citations

Linking student satisfaction and service quality perceptions: the case of university education

1997 • 621 citations

Managing service quality in higher education: the role of the student as primary consumer

1995 • 582 citations

Multi‐models of quality in education

1997 • 576 citations

The Importance‐Performance Matrix as a Determinant of Improvement Priority

1994 • 443 citations

The Management of Service Operations

2001 • 372 citations

Measuring service quality in a tertiary institution

1996 • 225 citations

Measuring Service Quality in the Car Service Industry: Building and Testing an Instrument

1992 • 203 citations

Perceptions of Academics and Students as Customers: A survey of administrative staff in higher education

2000 • 152 citations

An Investigation of the Relative Efficacy of Four Alternative Approaches to Importance-Performance Analysis

1985 • 136 citations

Measuring service quality at a university health clinic

1995 • 110 citations

Assuring quality service in higher education: registration and advising attitudes in a private university in Lebanon

2002 • 92 citations

SERVQUAL as a Measuring Instrument for Service Provider Gaps in Business Schools

1992 • 74 citations

Rethinking Student Services: Assessing and Improving Service Quality

1996 • 74 citations

Academic staff perceptions of administrative quality at universities

2002 • 68 citations

GENERATING MARKETING STRATEGY PRIORITIES BASED ON RELATIVE COMPETITIVE POSITION

1986 • 64 citations

An assessment of the applicability of servqual dimensions as customer-based criteria for evaluating quality of services in an academic library

1995 • 35 citations

Quality in Higher Education: A Conceptualisation and Some Observations on the Implementation of a Sectoral Quality System

1992 • 28 citations

More knowledge, new knowledge: the impact on education and training

1998 • 24 citations

"After" the Registration Revolution.

1991 • 14 citations

The Course for Higher Education

1993 • 13 citations