{"id":"https://openalex.org/W7225460713","doi":"https://doi.org/10.6084/m9.figshare.34944713","title":"Understanding students\u2019 perceptions of higher education service quality and institutional image: a qualitative inquiry using the HESQUAL model in Zimbabwe\u2019s higher education sector","display_name":"Understanding students\u2019 perceptions of higher education service quality and institutional image: a qualitative inquiry using the HESQUAL model in Zimbabwe\u2019s higher education sector","publication_year":2026,"publication_date":"2026-11-07","ids":{"openalex":"https://openalex.org/W7225460713","doi":"https://doi.org/10.6084/m9.figshare.34944713"},"language":"en","primary_location":{"id":"doi:10.6084/m9.figshare.34944713","doi":"https://doi.org/10.6084/m9.figshare.34944713","is_oa":true,"landing_page_url":"https://doi.org/10.6084/m9.figshare.34944713","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"JournalArticle"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["datacite"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://doi.org/10.6084/m9.figshare.34944713","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5092703243","display_name":"Masimba Elvis Manyangara","orcid":"https://orcid.org/0009-0004-8449-9714","observed_orcids":["https://orcid.org/0009-0004-8449-9714"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Masimba Elvis Manyangara","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5119153547","display_name":"Daglous Masveta","orcid":"https://orcid.org/0009-0009-2132-581X","observed_orcids":["https://orcid.org/0009-0009-2132-581X"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Daglous Masveta","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5111099348","display_name":"Constantino M. Pedzisai","orcid":"https://orcid.org/0000-0003-1676-6417","observed_orcids":["https://orcid.org/0000-0003-1676-6417"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Constantino Pedzisai","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":0.9434000253677368,"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":0.9434000253677368,"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/T12738","display_name":"Corporate Identity and Reputation","score":0.02459999918937683,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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/T10546","display_name":"Higher Education Governance and Development","score":0.015399999916553497,"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/higher-education-service-quality","display_name":"academic service quality","score":0.984000027179718},{"id":"https://openalex.org/keywords/institutional-image","display_name":"institutional image","score":0.9900000095367432},{"id":"https://openalex.org/keywords/student-perceptions","display_name":"student perceptions","score":0.9459999799728394},{"id":"https://openalex.org/keywords/physical-environment-quality","display_name":"physical environment quality","score":0.9959999918937683},{"id":"https://openalex.org/keywords/administrative-quality","display_name":"administrative quality","score":0.9980000257492065},{"id":"https://openalex.org/keywords/undergraduate-students","display_name":"undergraduate students","score":0.734000027179718},{"id":"https://openalex.org/keywords/zimbabwe-higher-education","display_name":"Zimbabwe higher education","score":0.7910000085830688}],"concepts":[{"id":"https://openalex.org/C120912362","wikidata":"https://www.wikidata.org/wiki/Q136822","display_name":"Higher education","level":2,"score":0.8342000246047974},{"id":"https://openalex.org/C45504901","wikidata":"https://www.wikidata.org/wiki/Q935222","display_name":"Syllabus","level":2,"score":0.6638000011444092},{"id":"https://openalex.org/C74196892","wikidata":"https://www.wikidata.org/wiki/Q7781188","display_name":"Thematic analysis","level":3,"score":0.6270999908447266},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.6194999814033508},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.6083999872207642},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5159000158309937},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.491100013256073},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4799000024795532},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3944000005722046},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.39079999923706055},{"id":"https://openalex.org/C19417346","wikidata":"https://www.wikidata.org/wiki/Q7922","display_name":"Pedagogy","level":1,"score":0.37880000472068787},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.37310001254081726},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.33399999141693115},{"id":"https://openalex.org/C80245801","wikidata":"https://www.wikidata.org/wiki/Q1477475","display_name":"Semi-structured interview","level":3,"score":0.31709998846054077},{"id":"https://openalex.org/C87156501","wikidata":"https://www.wikidata.org/wiki/Q7268708","display_name":"Qualitative property","level":2,"score":0.2791000008583069},{"id":"https://openalex.org/C2777161012","wikidata":"https://www.wikidata.org/wiki/Q6041211","display_name":"Institutional research","level":3,"score":0.25440001487731934},{"id":"https://openalex.org/C156393514","wikidata":"https://www.wikidata.org/wiki/Q6934800","display_name":"Multimethodology","level":2,"score":0.2533000111579895},{"id":"https://openalex.org/C181575753","wikidata":"https://www.wikidata.org/wiki/Q765192","display_name":"Further education","level":3,"score":0.2533000111579895}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.6084/m9.figshare.34944713","doi":"https://doi.org/10.6084/m9.figshare.34944713","is_oa":true,"landing_page_url":"https://doi.org/10.6084/m9.figshare.34944713","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"JournalArticle"},{"id":"doi:10.6084/m9.figshare.34944713.v1","doi":"https://doi.org/10.6084/m9.figshare.34944713.v1","is_oa":true,"landing_page_url":"https://doi.org/10.6084/m9.figshare.34944713.v1","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"JournalArticle"}],"best_oa_location":{"id":"doi:10.6084/m9.figshare.34944713","doi":"https://doi.org/10.6084/m9.figshare.34944713","is_oa":true,"landing_page_url":"https://doi.org/10.6084/m9.figshare.34944713","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"JournalArticle"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/4","score":0.975600004196167,"display_name":"Quality education"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W4407609707","https://openalex.org/W6893617330","https://openalex.org/W7217011294","https://openalex.org/W4311130467","https://openalex.org/W3033610184","https://openalex.org/W4289540011","https://openalex.org/W7202031126","https://openalex.org/W7212357866","https://openalex.org/W3095484919","https://openalex.org/W1562636474"],"abstract_inverted_index":{"Research":[0],"exploring":[1],"how":[2],"students":[3],"perceive":[4],"higher":[5,28,68,136],"education":[6,29,69,90,137],"service":[7,30,70,82],"quality":[8,31,71,83],"and":[9,32,65,72,95,110,117,122,141,146],"institutional":[10,37,77,105],"image":[11,78,106],"is":[12],"relatively":[13],"sparse.":[14],"Applying":[15],"four":[16],"dimensions":[17],"of":[18,27,135,151],"the":[19,133],"HESQUAL":[20],"model,":[21],"this":[22,44],"study":[23],"explored":[24],"students\u2019":[25,149],"perceptions":[26,150],"their":[33,73,152],"perceived":[34,74],"connection":[35,75],"with":[36,76,107],"image.":[38],"Qualitative":[39],"methodologies":[40],"were":[41,52,79,85],"adopted":[42],"in":[43],"research.":[45],"Thirty":[46],"undergraduate":[47],"learners":[48],"from":[49],"different":[50],"universities":[51],"conveniently":[53],"sampled":[54],"to":[55,57,132,144,148],"respond":[56,147],"an":[58],"open-ended":[59],"questionnaire.":[60],"Using":[61],"thematic":[62],"analysis,":[63],"themes":[64],"subthemes":[66],"concerning":[67],"identified.":[80],"These":[81],"variables":[84],"support":[86,120],"facilities":[87],"quality,":[88,91,94],"core":[89],"physical":[92],"environment":[93],"administrative":[96],"quality.":[97],"The":[98],"findings":[99],"suggest":[100],"that":[101],"participants":[102],"associated":[103],"positive":[104],"highly":[108],"knowledgeable":[109],"experienced":[111],"academic":[112],"staff,":[113],"modern":[114,123],"module":[115],"syllabi":[116],"curricula,":[118],"excellent":[119],"facilities,":[121],"learning":[124],"facilities.":[125],"This":[126],"research":[127],"provides":[128],"important":[129],"practical":[130],"contributions":[131],"management":[134],"institutions,":[138],"administrators,":[139],"academics,":[140],"policymakers":[142],"seeking":[143],"understand":[145],"institutions.":[153]},"counts_by_year":[],"updated_date":"2026-11-09T13:22:03.289127","created_date":"2026-11-08T00:00:00"}