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Service Quality Measurement Using SERVQUAL. An Applied Comparative Study on Customer Perceptions and Expectations under an International Approach

Jorge Mongay
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Jorge Mongay: ESIC Business & Marketing School, Spain

Expert Journal of Marketing, 2014, vol. 2, issue 2, 82-85

Abstract: This research uses the methodology Servqual in order to measure the quality of service given by a public university in Barcelona (Spain) to its study abroad students. The analysis explores the results not only from traditional approach based in a expectations versus perceptions point of view but from a more specific approach offering profiles of study abroad students from 5 different nationalities. The research collects information from 622 questionnaires and it provides useful insights related to future strategies for improving satisfaction and service at the host institution.

Keywords: service quality; study abroad; education; international; marketing; customer satisfaction (search for similar items in EconPapers)
JEL-codes: M30 M31 M39 (search for similar items in EconPapers)
Date: 2014
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