An Examination of Students' Perceptions of Service Quality in Higher Education

Michael D. Clemes, Lucie K. Ozanne and Lam Tram

Journal of Marketing for Higher Education, 2000, vol. 10, issue 3, 1-20

Abstract: This paper focuses on university students' perceptions of educational service quality. Results suggest that both technical and functional quality are important dimensions that shape students' perceptions of their university's service quality. Although both dimensions are important, the findings suggest that the quality of education, campus facilities and the environment, and course process impact significantly on students' perceptions of service quality. The authors empirically measure students' perceptions using the SERVPREF methodology. Four hypotheses are formulated about the relationship between two main service quality dimensions, technical and functional, and perceived service quality. These relationships are tested using multiple regression analysis and ANOVA. The findings are discussed as are the implications for educational marketers and managers.

Date: 2000
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DOI: 10.1300/J050v10n03_01

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