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Upward Appraisal in Practice: An Illustrative Example Using the Qualed Model

Education + Training

ISSN: 0040-0912

Article publication date: 1 February 1993

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Abstract

The quality of the services provided by educational institutions has largely been undefined and under‐researched. Reports on some of the insights obtained in a preliminary investigation of quality in a university business school using upward appraisal. It demonstrates how the SERVQUAL model, developed for application within the financial services sector, has been redesigned to measure those components of service in higher education which generate student (customer) satisfaction.

Keywords

Citation

McElwee, G. and Redman, T. (1993), "Upward Appraisal in Practice: An Illustrative Example Using the Qualed Model", Education + Training, Vol. 35 No. 2. https://doi.org/10.1108/EUM0000000000298

Publisher

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MCB UP Ltd

Copyright © 1993, MCB UP Limited