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Service Quality Measurement Using SERVQUAL. An Applied Comparative Study on Customer Perceptions and Expectations under an International Approach

Author

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  • Jorge MONGAY

    (ESIC Business & Marketing School, Spain)

Abstract

This research uses the methodology Servqual in order to measure the quality of service given by a public university in Barcelona (Spain) to its study abroad students. The analysis explores the results not only from traditional approach based in a expectations versus perceptions point of view but from a more specific approach offering profiles of study abroad students from 5 different nationalities. The research collects information from 622 questionnaires and it provides useful insights related to future strategies for improving satisfaction and service at the host institution.

Suggested Citation

  • Jorge MONGAY, 2014. "Service Quality Measurement Using SERVQUAL. An Applied Comparative Study on Customer Perceptions and Expectations under an International Approach," Expert Journal of Marketing, Sprint Investify, vol. 2(2), pages 82-85.
    • Handle: RePEc:exp:mkting:v:5:y:2014:i:2:p:82-85
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    More about this item

    Keywords

    service quality; study abroad; education; international; marketing; customer satisfaction;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

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