TY  - JOUR
AB  - Student perceptions of service quality in higher education, particularly of the elements not directly involved with content and delivery of course units, are researched using a performance‐only adaptation of the SERVQUAL research instrument. A principal components factor analysis performed on data collected from a sample of 333 undergraduate business and management students suggests that students’ perceived service quality has three dimensions: “requisite elements”, which are essential to enable students to fulfil their study obligations; “acceptable elements”, which are desirable but not essential to students; and “functional elements”, which are of a practical or utilitarian nature. A comparison of perceptions of service quality between first and final year students suggests that perceptions of service quality elements change over a period of study, with “acceptable elements” having increasing importance. Implications for course management teams are discussed, and suggestions for further research are made.
VL  - 8
IS  - 2
SN  - 0968-4883
DO  - 10.1108/09684880010325600
UR  - https://doi.org/10.1108/09684880010325600
AU  - Oldfield Brenda M.
AU  - Baron Steve
PY  - 2000
Y1  - 2000/01/01
TI  - Student perceptions of service quality in a UK university business and management faculty
T2  - Quality Assurance in Education
PB  - MCB UP Ltd
SP  - 85
EP  - 95
Y2  - 2024/04/18
ER  -