Service quality in education: a student perspective

Mathew Joseph (Lecturer in the Department of Marketing and International Management, School of Management Studies, University of Waikato, Hamilton, New Zealand)
Beatriz Joseph (Lecturer in Marketing at Waikato Polytechnic, Hamilton, New Zealand)

Quality Assurance in Education

ISSN: 0968-4883

Publication date: 1 March 1997


Examines New Zealand business students’ perceptions of service quality in education. Describes a study in which the respondents identified seven determinants of service quality. Unlike prior studies, uses an importance/performance‐based approach to evaluate service quality in education. Identifies some perceptual problems, such as the least important factors being the best performers. Presents the implications for education administrators and makes some suggestions for future research.



Joseph, M. and Joseph, B. (1997), "Service quality in education: a student perspective", Quality Assurance in Education, Vol. 5 No. 1, pp. 15-21.

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Copyright © 1997, MCB UP Limited

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