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| Author: | Athiyaman, A. |
| Title: | Linking student satisfaction and service quality perceptions : The case of university education |
| Journal: | European Journal of Marketing
1997 : VOL. 31:7, p. 528-540 |
| Index terms: | CONSUMER SATISFACTION SERVICE QUALITY HIGHER EDUCATION UNIVERSITIES AUSTRALIA |
| Language: | eng |
| Abstract: | For most higher education institutions delivering quality service has become an important goal. This study attempts to clarify the conceptual definitions of consumer satisfaction and quality service. Service quality is defined as an overall evaluation of the goodness/badness of a product or service. Consumer satisfaction is short-term and results from an evaluation of a specific consumption experience. The exercise of clarifying the conceptual definitions of the constructs has resulted in a model of service quality and consumer satisfaction for higher education services, and an empirical test of the model shows that that perceived quality is an important influence on students' post-enrolment communication behavior. |
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