{"id":"https://openalex.org/W2169873213","doi":null,"title":"A conceptual model of service quality and customer value in higher education context: a students' perspective","display_name":"A conceptual model of service quality and customer value in higher education context: a students' perspective","publication_year":2008,"publication_date":"2008-01-01","ids":{"openalex":"https://openalex.org/W2169873213","mag":"2169873213"},"language":"en","primary_location":{"id":"pmh:oai:researchbank.swinburne.edu.au:e92f37ad-2f03-46e8-939e-6dad5e5f858e/1","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/1959.3/88166","pdf_url":null,"source":{"id":"https://openalex.org/S4306401157","display_name":"Swinburne figshare (Swinburne University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I57093077","host_organization_name":"Swinburne University of Technology","host_organization_lineage":["https://openalex.org/I57093077"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"3rd International Conference on Business and Management Research (ICBMR 2008), Bali, Indonesia, 27-29 August 2008","raw_type":null},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":[],"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/A5053732026","display_name":"Ratna Roostika","orcid":"https://orcid.org/0000-0003-3849-5099","observed_orcids":["https://orcid.org/0000-0003-3849-5099"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Roostika, Ratna","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5042330991","display_name":"Siva Muthaly","orcid":"https://orcid.org/0000-0003-3074-3588","observed_orcids":["https://orcid.org/0000-0003-3074-3588"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Muthaly, Siva","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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/T11114","display_name":"Service and Product Innovation","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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/T14244","display_name":"Consumer Behavior and Marketing Influence","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9980000257492065},{"id":"https://openalex.org/keywords/customer-value","display_name":"customer value","score":0.9990000128746033},{"id":"https://openalex.org/keywords/higher-education","display_name":"higher education","score":0.843999981880188},{"id":"https://openalex.org/keywords/student-perceptions","display_name":"student perceptions","score":0.75},{"id":"https://openalex.org/keywords/behavioral-intention","display_name":"behavioral intention","score":0.8700000047683716},{"id":"https://openalex.org/keywords/conceptual-model","display_name":"conceptual model","score":0.7409999966621399},{"id":"https://openalex.org/keywords/institutional-competitiveness","display_name":"institutional competitiveness","score":0.6309999823570251},{"id":"https://openalex.org/keywords/service-quality-dimensions","display_name":"service quality dimensions","score":0.3100000023841858}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6578465104103088},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6184602379798889},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6020517349243164},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5653913021087646},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5323607921600342},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.505608081817627},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4949459433555603},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4615490734577179},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.4387884736061096},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.4274616241455078},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.42263564467430115},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.37981724739074707},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.18267837166786194},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.0498616099357605},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"pmh:oai:researchbank.swinburne.edu.au:e92f37ad-2f03-46e8-939e-6dad5e5f858e/1","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/1959.3/88166","pdf_url":null,"source":{"id":"https://openalex.org/S4306401157","display_name":"Swinburne figshare (Swinburne University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I57093077","host_organization_name":"Swinburne University of Technology","host_organization_lineage":["https://openalex.org/I57093077"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"3rd International Conference on Business and Management Research (ICBMR 2008), Bali, Indonesia, 27-29 August 2008","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/4","score":0.6164000034332275,"display_name":"Quality education"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":55,"referenced_works":["https://openalex.org/W15012861","https://openalex.org/W1535828339","https://openalex.org/W1589322874","https://openalex.org/W1602112707","https://openalex.org/W1689771227","https://openalex.org/W1965338101","https://openalex.org/W1966851557","https://openalex.org/W1972467724","https://openalex.org/W1979907230","https://openalex.org/W1981025964","https://openalex.org/W1982822956","https://openalex.org/W1982858945","https://openalex.org/W1989741922","https://openalex.org/W1991471149","https://openalex.org/W1997176931","https://openalex.org/W2002843259","https://openalex.org/W2004721760","https://openalex.org/W2007220885","https://openalex.org/W2008848828","https://openalex.org/W2013968841","https://openalex.org/W2015580900","https://openalex.org/W2017679397","https://openalex.org/W2019945100","https://openalex.org/W2021949104","https://openalex.org/W2024924955","https://openalex.org/W2025926893","https://openalex.org/W2026368098","https://openalex.org/W2027362948","https://openalex.org/W2036063909","https://openalex.org/W2046752514","https://openalex.org/W2049347690","https://openalex.org/W2053550340","https://openalex.org/W2056695936","https://openalex.org/W2058102133","https://openalex.org/W2058413436","https://openalex.org/W2062085352","https://openalex.org/W2063488147","https://openalex.org/W2068685197","https://openalex.org/W2075837734","https://openalex.org/W2078789144","https://openalex.org/W2081774187","https://openalex.org/W2083591603","https://openalex.org/W2086642814","https://openalex.org/W2090403156","https://openalex.org/W2091970349","https://openalex.org/W2094013842","https://openalex.org/W2095021061","https://openalex.org/W2104059933","https://openalex.org/W2139654293","https://openalex.org/W2145087971","https://openalex.org/W2161074468","https://openalex.org/W2234232270","https://openalex.org/W2260166662","https://openalex.org/W2316110746","https://openalex.org/W2611897969"],"related_works":["https://openalex.org/W44564840","https://openalex.org/W2336352104","https://openalex.org/W2287477336","https://openalex.org/W7198695271","https://openalex.org/W2361577140","https://openalex.org/W2038458643","https://openalex.org/W2169107017","https://openalex.org/W133692505","https://openalex.org/W5307001","https://openalex.org/W4283819024"],"abstract_inverted_index":{"As":[0],"a":[1],"service":[2,38,72,82,89],"provider,":[3],"higher":[4,24],"education":[5,25],"institution":[6],"is":[7,51],"defined":[8,96],"by":[9],"the":[10,23,33,57,68,100],"quality":[11,39,73,83,90],"of":[12,35,59,81],"services":[13],"it":[14],"provides.":[15],"The":[16,77],"increasing":[17],"national":[18],"and":[19,74,84,91],"international":[20],"competition":[21],"in":[22,44,53,66,97],"(HE)":[26],"has":[27],"forced":[28],"HE":[29,102],"institutions":[30],"to":[31,46,99],"consider":[32],"importance":[34],"not":[36],"only":[37],"but":[40],"also":[41],"customer":[42,60,85,92],"value":[43,61,86,93],"order":[45],"maintain":[47],"their":[48],"competitiveness.":[49],"It":[50],"suggested":[52],"this":[54],"study":[55],"that":[56,88],"inclusion":[58],"construct":[62],"will":[63],"be":[64,94],"better":[65],"explaining":[67],"relationship":[69],"model":[70],"between":[71],"behavioural":[75],"intentions.":[76],"context":[78],"specific":[79,101],"nature":[80],"requires":[87],"specifically":[95],"correspond":[98],"situation.":[103]},"counts_by_year":[],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2025-10-10T00:00:00"}
