Purpose This paper attempts to develop and validate a service quality instrument called HiEduQual to measure the perceived service quality of students in higher education institutions. This paper aims to propose a structural model by examining the theoretical and empirical evidences on the...

Purpose Student loyalty in higher education sector helps college administrators to establish appropriate programs that promote, establish, develop and maintain successful long-term relationships with both current and former students. The purpose of this study is to propose the use of mediation...

Purpose – By studying the leadership role of management and faculty in a Pakistani University to find out gaps in the delivery of technology integrated services in enrolment and advisory capacity offered at the beginning of every new term at the University of Central Punjab in Lahore,...

Purpose – The purpose of this paper is to discuss the differing views of the students studying in private universities in Pakistan about quality and the gap that exists between their expectations and actual experiences from the services provided. Design/methodology/approach – The research...

As attrition rates of Australian undergraduate distance programs are consistently high, this article investigates whether retention can be increased by increasing the students' satisfaction through improving the student experience. This project examines the distance student experience informed...

The study sought to identify the effectiveness of social networks as a tool for E-collaborative learning on knowledge acquisition among the students of the Faculty of Education at Al-Aqsa University and satisfaction towards it. To answer the study questions, the developmental research...

Purpose – The purpose of this paper was to identify similarities and differences between domestic and international student’s expectations of their tertiary experience, as well as the way in which they evaluate the quality of the service that they receive from their tertiary provider. The...

Purpose – The purpose of this research paper is to apply the Six Sigma methodology to identify the attributes of a lecturer that will help improve a student’s prior knowledge of a discipline from an initial “x” per cent knowledge to a higher “y” per cent of knowledge....

Purpose The constantly evolving higher education (HE) sector is creating a need for new business models and tools for evaluating performance. In this paper, an overview of the importance-performance analysis (IPA) model and its applicability as a management tool for assessing student...

Purpose – This study aims to analyze the relationships between Chinese students' behavioral intentions, satisfaction, service quality, perceived value, and university image. A multi-level modeling approach is used to examine the relationships between these higher order constructs. In addition,...