The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Linking student satisfaction and service quality perceptions: the case of university education
Abstract
Suggests that, despite hundreds of publications on consumer satisfaction and service quality, little work has been done to clarify the conceptual basis of these constructs; theorists in the area of service quality argue that the popular press does not differentiate between these two constructs. Clarifies the relationship between consumer satisfaction and perceived service quality using a scenario specific to higher education. Also suggests a model of perceived service quality that could be used in higher education institutions. Discusses conceptual and managerial implications of the findings.
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Citations
Cites
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Mano, H., & Oliver, R. L. (1993) · Journal of Consumer Research · doi:10.1086/209361 · Cited by 1,973
Cited by
Nixon, E., Scullion, R., & Hearn, R. (2018) · Studies in Higher Education · doi:10.1080/03075079.2016.1196353 · Cited by 267
International and Local Student Satisfaction: Resources and Capabilities Perspective
Mavondo, F. T., Tsarenko, Y., & Gabbott, M. (2004) · Journal of Marketing for Higher Education · doi:10.1300/j050v14n01_03 · Cited by 154
Metadata
- Authors
- Athiyaman, A.
- Venue
- European Journal of Marketing
- Publisher
- Emerald
- Published
- 1997-08-01
- Volume
- 31
- Issue
- 7
- Pages
- 528-540
- ISSN
- 0309-0566 (ISSN-L)
- OpenAlex
- W2036796144
- Cited by
- 618
- References
- 2
- FWCI
- 0.77
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: Linking student satisfaction and service quality perceptions: the case of university education. https://app.cochat.ai/papers/10.1108/03090569710176655
- The paper
- Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European Journal of Marketing. https://doi.org/10.1108/03090569710176655
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
