Abstract
Students’ evaluations of the quality of the program, systems, infrastructure, staff, etc. are critical to the success of the service experience at a university. Also, students are actively participating in producing and consuming the service. All this suggests that, to measure service quality, it is essential to seek the voice of the student. At many universities there has been a growing effort to measure the student’s level of satisfaction on a continuous basis. Adapting the processes and systems accordingly may lead to a constant improvement of university service quality.
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Sanchez, M., Swinnen, G., Vanhoof, K. (1998). Students’ Perceptions Of University Quality: A Field Study Using LISREL And Artificial Intelligence Techniques. In: Tempelaar, D.T., Wiedersheim-Paul, F., Gunnarsson, E. (eds) Educational Innovation in Economics and Business II. Educational Innovation in Economics and Business, vol 2. Springer, Dordrecht. https://doi.org/10.1007/978-94-011-5268-6_7
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DOI: https://doi.org/10.1007/978-94-011-5268-6_7
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