Analysing service quality: The case of post-graduate Chinese students

Barnes, Bradley R. (2007) Analysing service quality: The case of post-graduate Chinese students. Total Quality Management and Business Excellence, 18 (3-4). pp. 313-331. ISSN 1478-3371. (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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The competitive state of the Chinese higher education industry is set to intensify over the forthcoming years. Where previously institutions may have been able to obtain high returns for relatively little effort, the future most certainly will be tougher. In response, an 'action research' process is adopted initially using a modified SERVQUAL instrument to investigate expectations and perceptions of service quality among a sample of post-graduate Chinese students at a leading business and management school in the UK. Research into service quality in a higher educational context is somewhat scant, and where investigations have been undertaken, very little has been concluded among post-graduates - particularly regarding the significant number of Chinese post-graduate students. The research findings suggest that the instrument is suitable for use in a Chinese and post-graduate context, and the statements load on the five original SERVQUAL dimensions. In an attempt to raise service quality, several managerial recommendations are extracted, and some direction for future research is 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: 13 May 2008 15:25
Last Modified: 17 Apr 2014 15:15
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