IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v31y2018i3p303-324.html
   My bibliography  Save this article

Measuring students' expectations of service quality of a higher education institution in a longitudinal design

Author

Listed:
  • Domingos Fernandes Campos
  • Guido Salvi Dos Santos
  • Felipe Nalon Castro

Abstract

This study presents changes in undergraduate students' expectations of service quality, regarding 33 attributes of services provided at a private HEI, over a longitudinal investigation. The course directors did not intervene intentionally, directly or in any significant way that would alter the conditions under which the services were offered. Data collection was performed at five different times, addressing the same group of students. The assessment of the expectations shows that, over time, students undergo changes in their perceptions, although the relative importance of the attributes does not undergo a radical repositioning. Senior students tend to be more demanding than freshmen. The information obtained enables managing directors to align with emerging paradigms, and effectively direct resources for retention and loyalty, and to attract customers by meeting their expectations at different stages of interaction with the institution.

Suggested Citation

  • Domingos Fernandes Campos & Guido Salvi Dos Santos & Felipe Nalon Castro, 2018. "Measuring students' expectations of service quality of a higher education institution in a longitudinal design," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 31(3), pages 303-324.
    • Handle: RePEc:ids:ijsoma:v:31:y:2018:i:3:p:303-324
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=95559
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijsoma:v:31:y:2018:i:3:p:303-324. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=150 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.