Purpose – The aim of this study is to develop and empirically test an integrated model incorporating the antecedents and consequences of service quality in a higher education context. Design/methodology/approach – This research employed both qualitative and quantitative research methods. The...

Purpose – The purpose of this paper is to explore the critical research issues in terms of service quality in higher education. Design/methodology/approach – The paper critically examines a number of leading studies in satisfaction, service quality, and higher education. Findings – The...