{"id":"https://openalex.org/W2005453495","doi":"https://doi.org/10.1016/j.ijer.2009.03.004","title":"Service quality ideals in a competitive tertiary environment","display_name":"Service quality ideals in a competitive tertiary environment","publication_year":2009,"publication_date":"2009-01-01","ids":{"openalex":"https://openalex.org/W2005453495","doi":"https://doi.org/10.1016/j.ijer.2009.03.004","mag":"2005453495"},"language":"en","primary_location":{"id":"doi:10.1016/j.ijer.2009.03.004","doi":"https://doi.org/10.1016/j.ijer.2009.03.004","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ijer.2009.03.004","pdf_url":null,"source":{"id":"https://openalex.org/S156367897","display_name":"International Journal of Educational Research","issn_l":"0883-0355","issn":["0883-0355","1873-538X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","erih-plus","jufo-2","ki-jl-2","norway-2","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Educational Research","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/A5082238290","display_name":"Roland K. Yeo","orcid":"https://orcid.org/0000-0002-4203-1046","observed_orcids":["https://orcid.org/0000-0002-4203-1046"]},"institutions":[{"id":"https://openalex.org/I134085113","display_name":"King Fahd University of Petroleum and Minerals","ror":"https://ror.org/03yez3163","country_code":"SA","type":"education","lineage":["https://openalex.org/I134085113"]}],"countries":["SA"],"is_corresponding":true,"raw_author_name":"Roland K. Yeo","raw_affiliation_strings":["College of Industrial Management, King Fahd University of Petroleum & Minerals, P.O. Box 1836, Dhahran 31261, Saudi Arabia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Industrial Management, King Fahd University of Petroleum & Minerals, P.O. Box 1836, Dhahran 31261, Saudi Arabia","institution_ids":["https://openalex.org/I134085113"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5082238290"],"corresponding_institution_ids":["https://openalex.org/I134085113"],"apc_list":{"value":3470,"currency":"USD","value_usd":3470},"apc_paid":null,"fwci":6.5012,"has_fulltext":false,"cited_by_count":84,"citation_normalized_percentile":{"value":0.95721522,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":100},"biblio":{"volume":"48","issue":"1","first_page":"62","last_page":"76"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9775000214576721,"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":0.9775000214576721,"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/T11039","display_name":"Evaluation of Teaching Practices","score":0.009200000204145908,"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/T10546","display_name":"Higher Education Governance and Development","score":0.00279999990016222,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"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":0.8700000047683716},{"id":"https://openalex.org/keywords/higher-education","display_name":"higher education","score":0.9049999713897705},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.9089999794960022},{"id":"https://openalex.org/keywords/student-experience","display_name":"student experience","score":0.7549999952316284},{"id":"https://openalex.org/keywords/customer-orientation","display_name":"customer orientation","score":0.9419999718666077},{"id":"https://openalex.org/keywords/course-design","display_name":"course design","score":0.7020000219345093},{"id":"https://openalex.org/keywords/support-services","display_name":"support services","score":0.7670000195503235},{"id":"https://openalex.org/keywords/engineering-education","display_name":"engineering education","score":0.8330000042915344},{"id":"https://openalex.org/keywords/quality-assurance","display_name":"quality assurance","score":0.5360000133514404},{"id":"https://openalex.org/keywords/faculty-perspectives","display_name":"faculty perspectives","score":0.3499999940395355}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.8177671432495117},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6489883661270142},{"id":"https://openalex.org/C24845683","wikidata":"https://www.wikidata.org/wiki/Q178651","display_name":"Interview","level":2,"score":0.6407021284103394},{"id":"https://openalex.org/C136197465","wikidata":"https://www.wikidata.org/wiki/Q1729295","display_name":"Variety (cybernetics)","level":2,"score":0.608912467956543},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.559526264667511},{"id":"https://openalex.org/C120912362","wikidata":"https://www.wikidata.org/wiki/Q136822","display_name":"Higher education","level":2,"score":0.5205219984054565},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4844224750995636},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.47783350944519043},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4617280066013336},{"id":"https://openalex.org/C19417346","wikidata":"https://www.wikidata.org/wiki/Q7922","display_name":"Pedagogy","level":1,"score":0.4395727813243866},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4384306073188782},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.38882333040237427},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.3635869026184082},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3372246325016022},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.1724860668182373},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.16906329989433289},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.07449734210968018},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","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},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1016/j.ijer.2009.03.004","doi":"https://doi.org/10.1016/j.ijer.2009.03.004","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ijer.2009.03.004","pdf_url":null,"source":{"id":"https://openalex.org/S156367897","display_name":"International Journal of Educational Research","issn_l":"0883-0355","issn":["0883-0355","1873-538X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","erih-plus","jufo-2","ki-jl-2","norway-2","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Educational Research","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Quality education","score":0.9901999831199646,"id":"https://metadata.un.org/sdg/4"}],"sustainable_development_goals_aurora":[{"display_name":"Quality education","score":0.6100000143051147,"id":"https://metadata.un.org/sdg/4"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":72,"referenced_works":["https://openalex.org/W12438240","https://openalex.org/W44044952","https://openalex.org/W91382524","https://openalex.org/W336479184","https://openalex.org/W574630057","https://openalex.org/W605380590","https://openalex.org/W625977469","https://openalex.org/W653509537","https://openalex.org/W1483279312","https://openalex.org/W1508400329","https://openalex.org/W1514842263","https://openalex.org/W1542932561","https://openalex.org/W1579517781","https://openalex.org/W1594273630","https://openalex.org/W1605991455","https://openalex.org/W1636115385","https://openalex.org/W1689771227","https://openalex.org/W1736209534","https://openalex.org/W1813689983","https://openalex.org/W1974418097","https://openalex.org/W1977706756","https://openalex.org/W1978611805","https://openalex.org/W1981734469","https://openalex.org/W1981936758","https://openalex.org/W1984079585","https://openalex.org/W1984520723","https://openalex.org/W1993654761","https://openalex.org/W1995898688","https://openalex.org/W2007371660","https://openalex.org/W2009814114","https://openalex.org/W2011173415","https://openalex.org/W2017267853","https://openalex.org/W2020268563","https://openalex.org/W2028809046","https://openalex.org/W2029973786","https://openalex.org/W2036796144","https://openalex.org/W2036951651","https://openalex.org/W2037883660","https://openalex.org/W2043817685","https://openalex.org/W2046131241","https://openalex.org/W2046721844","https://openalex.org/W2048271092","https://openalex.org/W2051162681","https://openalex.org/W2053093940","https://openalex.org/W2053968145","https://openalex.org/W2081774187","https://openalex.org/W2082623270","https://openalex.org/W2085689714","https://openalex.org/W2089958709","https://openalex.org/W2091325815","https://openalex.org/W2095021061","https://openalex.org/W2101157755","https://openalex.org/W2101605747","https://openalex.org/W2104059933","https://openalex.org/W2106829690","https://openalex.org/W2107574275","https://openalex.org/W2111652250","https://openalex.org/W2130813093","https://openalex.org/W2135213933","https://openalex.org/W2138873997","https://openalex.org/W2153838988","https://openalex.org/W2161905785","https://openalex.org/W2162949055","https://openalex.org/W2170603257","https://openalex.org/W2322532428","https://openalex.org/W2325343711","https://openalex.org/W2805508365","https://openalex.org/W2914395190","https://openalex.org/W3182867944","https://openalex.org/W4210989164","https://openalex.org/W4240630517","https://openalex.org/W4241862464"],"related_works":["https://openalex.org/W2052536045","https://openalex.org/W1588909310","https://openalex.org/W7217421675","https://openalex.org/W2043862360","https://openalex.org/W2013568940","https://openalex.org/W2113586794","https://openalex.org/W279171194","https://openalex.org/W143250876","https://openalex.org/W2008669323","https://openalex.org/W7163561292"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":22},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":6},{"year":2018,"cited_by_count":5},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":11},{"year":2015,"cited_by_count":7},{"year":2014,"cited_by_count":5},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":5}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}