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As competition intensifies and environmental factors become more hostile, the concern for service quality grows. Student numbers have become a focal point in the offering of programmes. With regular quality audits, academia prioritises the fulfillment of the HEQC criteria, but lacks the provision of service quality to the student. If service quality is to become the cornerstone of marketing strategy,...
The higher education industry is traditionally viewed as a service industry. Exporting higher education to emerging economies such as China is becoming increasingly important for traditional education-exporting countries such as Australia, the UK and the USA. This study examines the relationship between country image and perceptions of higher education quality as well as their effects on Chinese students'...
This research was aimed to identify the characteristics of higher education service quality wanted by the students as the service users, to determine gaps between perceived quality and expected quality by the students as users and to propose action plans for improving higher education service quality at Airlangga University Surabaya. The method used in this research was quality function deployment...
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