Oliveira-Brochado, Ana; Marques, Rui Cunha - Faculdade de Economia, Universidade do Porto - 2007
The purpose of this work is to examine the performance of five alternative measures of service quality in the high education sector – SERVQUAL (Service Quality), Importance-weighted SERVQUAL, SERVPERF (Service Performance), Importance-weighted SERVPERF and HedPERF (Higher Education...