{"id":"https://openalex.org/W2003134386","doi":"https://doi.org/10.1300/j050v10n03_01","title":"An Examination of Students' Perceptions of Service Quality in Higher Education","display_name":"An Examination of Students' Perceptions of Service Quality in Higher Education","publication_year":2001,"publication_date":"2001-05-22","ids":{"openalex":"https://openalex.org/W2003134386","doi":"https://doi.org/10.1300/j050v10n03_01","mag":"2003134386"},"language":"en","primary_location":{"id":"doi:10.1300/j050v10n03_01","doi":"https://doi.org/10.1300/j050v10n03_01","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j050v10n03_01","pdf_url":null,"source":{"id":"https://openalex.org/S40814766","display_name":"Journal of Marketing for HIGHER EDUCATION","issn_l":"0884-1241","issn":["0884-1241","1540-7144"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Marketing for Higher Education","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5077237267","display_name":"Michael Daniel Clemes","orcid":"https://orcid.org/0000-0002-0438-8693","observed_orcids":["https://orcid.org/0000-0002-0438-8693"]},"institutions":[{"id":"https://openalex.org/I184746854","display_name":"Lincoln University","ror":"https://ror.org/04ps1r162","country_code":"NZ","type":"education","lineage":["https://openalex.org/I184746854"]}],"countries":["NZ"],"is_corresponding":false,"raw_author_name":"Michael D. Clemes","raw_affiliation_strings":["Lincoln University, Christchurch, New Zealand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Lincoln University, Christchurch, New Zealand","institution_ids":["https://openalex.org/I184746854"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5074182874","display_name":"Lucie K. Ozanne","orcid":"https://orcid.org/0000-0002-9367-0622","observed_orcids":["https://orcid.org/0000-0002-9367-0622"]},"institutions":[{"id":"https://openalex.org/I184746854","display_name":"Lincoln University","ror":"https://ror.org/04ps1r162","country_code":"NZ","type":"education","lineage":["https://openalex.org/I184746854"]}],"countries":["NZ"],"is_corresponding":false,"raw_author_name":"Lucie K. Ozanne","raw_affiliation_strings":["Lincoln University, Christchurch, New Zealand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Lincoln University, Christchurch, New Zealand","institution_ids":["https://openalex.org/I184746854"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5041789324","display_name":"Lam Tram","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I184746854","display_name":"Lincoln University","ror":"https://ror.org/04ps1r162","country_code":"NZ","type":"education","lineage":["https://openalex.org/I184746854"]}],"countries":["NZ"],"is_corresponding":false,"raw_author_name":"Lam Tram","raw_affiliation_strings":["Lincoln University, Christchurch, New Zealand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Lincoln University, Christchurch, New Zealand","institution_ids":["https://openalex.org/I184746854"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I184746854"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":41,"citation_normalized_percentile":{"value":0.34042187,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"10","issue":"3","first_page":"1","last_page":"20"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13929","display_name":"Educational Outcomes and Influences","score":0.0005000000237487257,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11039","display_name":"Evaluation of Teaching Practices","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7850000262260437},{"id":"https://openalex.org/keywords/student-perceptions","display_name":"student perceptions","score":0.7770000100135803},{"id":"https://openalex.org/keywords/higher-education","display_name":"higher education","score":0.8980000019073486},{"id":"https://openalex.org/keywords/technical-quality","display_name":"technical quality","score":0.7459999918937683},{"id":"https://openalex.org/keywords/functional-quality","display_name":"functional quality","score":1.0},{"id":"https://openalex.org/keywords/educational-quality","display_name":"educational quality","score":0.828000009059906},{"id":"https://openalex.org/keywords/campus-facilities","display_name":"campus facilities","score":0.9649999737739563},{"id":"https://openalex.org/keywords/educational-marketing","display_name":"educational marketing","score":0.8859999775886536}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7727603316307068},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.7180104851722717},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.7164623737335205},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6421252489089966},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.6082225441932678},{"id":"https://openalex.org/C120912362","wikidata":"https://www.wikidata.org/wiki/Q136822","display_name":"Higher education","level":2,"score":0.5976485013961792},{"id":"https://openalex.org/C152877465","wikidata":"https://www.wikidata.org/wiki/Q208042","display_name":"Regression analysis","level":2,"score":0.43224310874938965},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.42713767290115356},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.38710731267929077},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.26655861735343933},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.11434772610664368},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.1009264886379242},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.09447246789932251},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.07023045420646667},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1300/j050v10n03_01","doi":"https://doi.org/10.1300/j050v10n03_01","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j050v10n03_01","pdf_url":null,"source":{"id":"https://openalex.org/S40814766","display_name":"Journal of Marketing for HIGHER EDUCATION","issn_l":"0884-1241","issn":["0884-1241","1540-7144"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Marketing for Higher Education","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:taf:jmkthe:v:10:y:2000:i:3:p:1-20","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1300/J050v10n03_01","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.975600004196167,"id":"https://metadata.un.org/sdg/4","display_name":"Quality education"}],"sustainable_development_goals_aurora":[{"score":0.5,"id":"https://metadata.un.org/sdg/4","display_name":"Quality education"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":50,"referenced_works":["https://openalex.org/W1502783911","https://openalex.org/W1538264000","https://openalex.org/W1542558466","https://openalex.org/W1562811233","https://openalex.org/W1567853885","https://openalex.org/W1689771227","https://openalex.org/W1964725174","https://openalex.org/W1968629566","https://openalex.org/W1971666661","https://openalex.org/W1972286495","https://openalex.org/W1981288847","https://openalex.org/W1987819228","https://openalex.org/W1989528006","https://openalex.org/W1991623719","https://openalex.org/W1997223225","https://openalex.org/W2008494738","https://openalex.org/W2015789329","https://openalex.org/W2018872114","https://openalex.org/W2023563143","https://openalex.org/W2024462708","https://openalex.org/W2026368098","https://openalex.org/W2027987781","https://openalex.org/W2028809046","https://openalex.org/W2043947871","https://openalex.org/W2046752514","https://openalex.org/W2052636967","https://openalex.org/W2053550340","https://openalex.org/W2057731568","https://openalex.org/W2066431106","https://openalex.org/W2069348238","https://openalex.org/W2070961106","https://openalex.org/W2073507176","https://openalex.org/W2073733140","https://openalex.org/W2120523603","https://openalex.org/W2125272611","https://openalex.org/W2155707035","https://openalex.org/W2159306398","https://openalex.org/W2276939329","https://openalex.org/W2316110746","https://openalex.org/W2328780728","https://openalex.org/W2339773309","https://openalex.org/W2489852417","https://openalex.org/W2611897969","https://openalex.org/W2752710160","https://openalex.org/W3215308886","https://openalex.org/W3215638535","https://openalex.org/W4211108930","https://openalex.org/W4245179714","https://openalex.org/W4254848309","https://openalex.org/W4297081765"],"related_works":["https://openalex.org/W2289027011","https://openalex.org/W2606058655","https://openalex.org/W2402662503","https://openalex.org/W4399588635","https://openalex.org/W2811368815","https://openalex.org/W2966743046","https://openalex.org/W279171194","https://openalex.org/W7163561292","https://openalex.org/W2217283646","https://openalex.org/W1583283635"],"abstract_inverted_index":{"This":[0],"paper":[1],"focuses":[2],"on":[3,54],"university":[4],"students'":[5,24,55,64],"perceptions":[6,25,56,65],"of":[7,26,42,57],"educational":[8,109],"service":[9,29,58,80,88],"quality.":[10,30,59,89],"Results":[11],"suggest":[12,38],"that":[13,22,39],"both":[14,32],"technical":[15,83],"and":[16,46,49,84,86,98,111],"functional":[17],"quality":[18,41,81],"are":[19,34,72,92,102,105],"important":[20],"dimensions":[21,33],"shape":[23],"their":[27],"university's":[28],"Although":[31],"important,":[35],"the":[36,40,47,67,75,106],"findings":[37,101],"education,":[43],"campus":[44],"facilities":[45],"environment,":[48],"course":[50],"process":[51],"impact":[52],"significantly":[53],"The":[60,100],"authors":[61],"empirically":[62],"measure":[63],"using":[66,94],"SERVPREF":[68],"methodology.":[69],"Four":[70],"hypotheses":[71],"formulated":[73],"about":[74],"relationship":[76],"between":[77],"two":[78],"main":[79],"dimensions,":[82],"functional,":[85],"perceived":[87],"These":[90],"relationships":[91],"tested":[93],"multiple":[95],"regression":[96],"analysis":[97],"ANOVA.":[99],"discussed":[103],"as":[104],"implications":[107],"for":[108],"marketers":[110],"managers.":[112]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":6},{"year":2019,"cited_by_count":1},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":4},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":3}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
