IDEAS home Printed from https://ideas.repec.org/p/wpa/wuwphe/0511005.html
   My bibliography  Save this paper

Marketing Higher Education: Students’ Service Expectations

Author

Listed:
  • Mario Raposo

    (Universidade da Beira Interior)

  • Helena Alves

    (Universidade da Beira Interior)

Abstract

Facing a growing competitive environment, higher education institutions have increased dramatically the competition for recruiting and retaining students providing a high quality service as a solution to compete. Frequently, researchers who have studied the service quality and client satisfaction have measured it by comparing consumers’ expectations with their perception of the provided service. This study was undertaken to provide data for analysing students’ expectations when they enter University, as well as to know which influences origin those expectations at the beginning of undergraduate studies. Then these expectations were compared with student’s service perceptions after one year of study. An analysis between expected service and service received is maid and the results shown that the gap between those, is great in aspects mainly directly related to educational service. A factorial analysis shows that service expectations are mainly formed around the dimensions related to aspects of learning and career, reputation of the University and how the support services are delivered by staff.

Suggested Citation

  • Mario Raposo & Helena Alves, 2005. "Marketing Higher Education: Students’ Service Expectations," HEW 0511005, EconWPA.
  • Handle: RePEc:wpa:wuwphe:0511005
    Note: Type of Document - pdf; pages: 11
    as

    Download full text from publisher

    File URL: http://econwpa.repec.org/eps/hew/papers/0511/0511005.pdf
    Download Restriction: no

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Maria-Lavinia Popescu, 2012. "Curriculum And Instruction In Higher Education Services - An Empirical Evaluation Of Business Processes," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 2, pages 207-214, June.

    More about this item

    Keywords

    Service expectations; service quality; higher education; marketing;

    JEL classification:

    • A20 - General Economics and Teaching - - Economic Education and Teaching of Economics - - - General
    • A23 - General Economics and Teaching - - Economic Education and Teaching of Economics - - - Graduate
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    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:wpa:wuwphe:0511005. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (EconWPA). General contact details of provider: http://econwpa.repec.org .

    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 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.

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

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.