Jorge MONGAY

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

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.
JEL ClassificationM30, M31, M39

References

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Author(s)

Jorge MONGAY
ESIC Business & Marketing School, Spain

Correspondence

Jorge Mongay, ESIC Business & Marketing School, Spain

Article History

Received: December 11, 2014
Accepted: December 21, 2014
Available Online: December 31, 2014

Cite Reference

Mongay, J., 2014. Service Quality Measurement Using SERVQUAL. An Applied Comparative Study on Customer Perceptions and Expectations under an International Approach. Expert Journal of Marketing, 2(2), pp. 82-85

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© 2014 The Author. Published by Sprint Investify. ISSN 2344-6773

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