A conceptual model of service quality and customer value in higher education context: A students’ perspective

Roostika, Ratna (2008) A conceptual model of service quality and customer value in higher education context: A students’ perspective. A conceptual model of service quality and customer value in higher education context: A students’ perspective. ISSN ISBN: 978 979 16698 3 2

PDF (Customer Value HE ICBRM 2008 Univ Indonesia) - Published Version Restricted to Registered users only until 31 December 2014. Download (271Kb)

Abstract

As a service provider, higher education institution is defined by the quality of services it provides. The increasing national and international competition in the higher education (HE) has forced HE institutions to consider the importance of not only service quality but also customer value in order to maintain their competitiveness. It is suggested in this study that the inclusion of customer value construct will be better in explaining the relationship model between service quality and behavioural intentions. The context specific nature of service quality and customer value requires that service quality and customer value be specifically defined in correspond to the specific HE situation.

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