What do students really think? Understanding postgraduate students' perception of service quality

Benjamin Klitzke, Laura Chamberlain, Anna-Lena Ackfeldt

Research output: Chapter in Book/Published conference outputConference publication


This paper explores the components of Service Quality in HE from the Business School Postgraduate student perspective. A six-dimensional scale measuring Service Quality is developed based on focus group and survey data.
Our findings highlight that postgraduate students are highly outcome oriented; the award of a reputable degree to gain employment is more important than learning for life. Whilst developing employable graduates, Business Schools must not neglect the core service; teaching & learning. In the long-term this contributes to employability rates and the reputation of institutions. However, as student satisfaction is an increasingly paramount objective, balancing the core service and factors perceived as important by postgraduate students is key.
Original languageEnglish
Title of host publicationParadigm shifts and interactions
Subtitle of host publication43rd [EMAC] annual conference
EditorsEnrique Bigné
Place of PublicationValencia (ES)
Number of pages1
Publication statusPublished - Jun 2014
Event43rd EMAC Annual Conference 2014 - Valencia, Spain
Duration: 3 Jun 20146 Jun 2014


Conference43rd EMAC Annual Conference 2014
Abbreviated titleEMAC 2014
Other43rd European Marketing Academy annual Conference : Paradigm Shifts & Interactions


  • service quality
  • postgraduate students
  • Higher Education


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