Comparing service quality among EU and international postgraduate management students

Barnes, Bradley R. (2007) Comparing service quality among EU and international postgraduate management students. International Journal of Management Education, 6 (1). pp. 15-25. ISSN 1472-8117 . (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

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Relatively little has been concluded regarding the impact of price fee differentials in a service quality and higher educational context, particularly among postgraduate students. In response the paper reports on an investigation to directly compare EU and international students: the former paying significantly less in course fees than the latter. The findings reveal a consensus from non-EU students that UK higher education’s historical reputation, high fees, and knowledge of the UK (or a lack of it) were factors that led to high expectations. EU students in general have more knowledge and experience of the UK which leads to more realistic expectations. There was some agreement among the sample that education in the UK is similar in quality to elsewhere in Europe. Overall, perceptions of service are not influenced by price, but are more related to whether or not students pay themselves. Hence, despite paying considerably less, EU students tend to have lower overall perceptions of the quality of service compared with international students. In contrast international students appear more tolerant in terms of service provision and are less inclined to voice complaints. Several managerial recommendations are extracted, and directions for future research suggested.

Item Type: Article
Uncontrolled keywords: SERVQUAL, action research, service quality, services marketing.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculties > Social Sciences > Kent Business School
Depositing User: Suzanne Duffy
Date Deposited: 14 May 2008 07:10
Last Modified: 15 Apr 2014 10:39
Resource URI: (The current URI for this page, for reference purposes)
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