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Service quality in postgraduate education

Service quality in postgraduate education
Service quality in postgraduate education
Measuring service quality in higher education is increasingly important for attracting and retaining tuition-based revenues. Nonetheless, whilst undergraduates have received substantial academic exposure, postgraduate-based research has been scant. Consequently, the objectives of this paper are threefold: first, to identify the service factors used by postgraduates in their quality evaluations. Second, to analyse the appropriateness of importance-performance analysis (IPA) in the measurement of service quality and, final, to provide a working example of IPA's application in a UK-based university.
236-254
Angell, Robert
ca8389e4-2a83-43a8-b331-c262eda37674
Heffernan, Troy
721b6a06-6f0f-4fe8-8a0d-49ff526d61a9
Megicks, Phil
840633da-b1ff-4f2c-a407-017b89bd81d8
Angell, Robert
ca8389e4-2a83-43a8-b331-c262eda37674
Heffernan, Troy
721b6a06-6f0f-4fe8-8a0d-49ff526d61a9
Megicks, Phil
840633da-b1ff-4f2c-a407-017b89bd81d8

Angell, Robert, Heffernan, Troy and Megicks, Phil (2008) Service quality in postgraduate education. Quality Assurance in Education, 16 (3), 236-254. (doi:10.1108/09684880810886259).

Record type: Article

Abstract

Measuring service quality in higher education is increasingly important for attracting and retaining tuition-based revenues. Nonetheless, whilst undergraduates have received substantial academic exposure, postgraduate-based research has been scant. Consequently, the objectives of this paper are threefold: first, to identify the service factors used by postgraduates in their quality evaluations. Second, to analyse the appropriateness of importance-performance analysis (IPA) in the measurement of service quality and, final, to provide a working example of IPA's application in a UK-based university.

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Published date: 2008

Identifiers

Local EPrints ID: 426015
URI: https://eprints.soton.ac.uk/id/eprint/426015
PURE UUID: 2e0055c3-6885-42ed-b098-09918d7bff0c

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Date deposited: 09 Nov 2018 17:30
Last modified: 09 Nov 2018 17:30

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