Service Quality in Higher Education: Expectations Versus Experiences of Doctoral Students at State-supported Universities in Tennessee
The purpose of this study was to determine if a gap analysis model (SERVQUAL) of service quality measurement could be appropriately applied to higher education. The researcher asked doctoral students from six doctoral-granting, state-supported universities in Tennessee to complete a service quality...
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| Format: | Others |
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Digital Commons @ East Tennessee State University
1999
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| Online Access: | https://dc.etsu.edu/etd/2936 https://dc.etsu.edu/cgi/viewcontent.cgi?article=4328&context=etd |