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Shemwell, D. J., Yavas, U., & Bilgin, Z. (1998). Customer-service provider relationships: an empirical test of a model of service quality, satisfaction and relationship oriented outcome. International Journal of Service Industry Management, 9, 155-168. doi:10.1108/09564239810210505

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.