Ham, L., & Hayduk, S. (2003). Gaining competitive advantage in higher education analyzing the gap between expectations and perceptions of service quality.International Journal of Value-Based Ma- nagement, 16, 223-242. doi10.1023/A1025882025665 - References

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Ham, L., & Hayduk, S. (2003). Gaining competitive advantage in higher education: analyzing the gap between expectations and perceptions of service quality.International Journal of Value-Based Ma- nagement, 16, 223-242. doi:10.1023/A:1025882025665

has been cited by the following article:

TITLE: Quality Issues in Higher Education: A Multicriteria Framework of Satisfaction Measures

AUTHORS: G. A. Dimas, A Goula, G. Pierrakos

KEYWORDS: Higher Education, Quality Management, Multi-Criteria Analysis

JOURNAL NAME: Creative Education, Vol.2 No.3, August 12, 2011

ABSTRACT: Higher education attributes significant interest to student satisfaction because of its potential impact on the quality dimensions of the offered services. This is illustrated from the large number of studies that have shown a moderate to strong relationship between these two concepts. This paper provides a detailed analysis of a student satisfaction survey conducted at the Health Care Management Department of the Technological Education Institute of Athens. The analysis was based on a multi-criteria preference disaggregation method (MUSA). Results are focused on the evaluation of student choices, while significant findings of the applied methodology constitute the determination of strong and weak points of the educational component’s preferences that form important suggestions for the improvement of the satisfaction level and the quality characteristics of the correspondent services.