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Service Quality and The Overseas' Student Some Australian Experiences

Service Quality and The Overseas' Student Some Australian Experiences The paper examines the perceptions of overseas' students of the service quality delivered by 10 educational institutions in Western Australia. Their expectations in relation to service quality are also measured using the SERVQUAL model. Groups of students with distinct expectations are identified and these groups are plotted on a perceptual space diagram together with the 10 institutions. This provides a useful tool for market segmentation and diagnostic work to improve service quality dimensions. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asia Pacific Journal of Marketing and Logistics Emerald Publishing

Service Quality and The Overseas' Student Some Australian Experiences

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1355-5855
DOI
10.1108/eb010255
Publisher site
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Abstract

The paper examines the perceptions of overseas' students of the service quality delivered by 10 educational institutions in Western Australia. Their expectations in relation to service quality are also measured using the SERVQUAL model. Groups of students with distinct expectations are identified and these groups are plotted on a perceptual space diagram together with the 10 institutions. This provides a useful tool for market segmentation and diagnostic work to improve service quality dimensions.

Journal

Asia Pacific Journal of Marketing and Logistics – Emerald Publishing

Published: Jan 1, 1994

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