Skip to main content
padlock icon - secure page this page is secure

Managing service quality in higher education: the role of the student as primary consumer

Buy Article:

$40.97 + tax (Refund Policy)

Discusses aspects of current service quality theory in the context of British higher education (HE). Focuses on the role of the student as primary consumer of HE services (a relatively recent conceptualization in this country), and the implications of this for the management of service quality in higher education organizations (HEOs). Briefly discusses an exploratory study which has monitored a group of students' expectations and perceptions of service quality over time. Because of its limited scope, the findings of this study may not be generalized to the student population as a whole. However, it does serve to highlight the need for HEOs to gather information on students' expectations, not only during their time at university, but at the point of arrival and before, to manage students' expectations from enrolment through to graduation, in order to align them as closely as possible with what can be delivered by way of service quality, for the student evaluation process, or upward appraisal to be dealt with in a much more detailed, comprehensive and multi-focused way than tends to be the case currently at many British universities. Acknowledges the need for further research to investigate all of these matters.
No Reference information available - sign in for access.
No Citation information available - sign in for access.
No Supplementary Data.
No Article Media
No Metrics

Keywords: Higher education; Management; Service quality; Students

Document Type: Research Article

Publication date: September 1, 1995

  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content
Cookie Policy
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more