...Arnold Moyo; Sothini Natalia Ngwenya Purpose This research sought to empirically identify context specific dimensions of service quality at Zimbabwean State Universities. The study also sought to measure the ‘university-wide’ overall service quality at National University of Science and Technology...

...John J. Lawrence; Michael A. McCollough The lessons of quality management apply to services as well as tangible goods. Awareness also has been increasing that services, like tangible goods, can be guaranteed as a means of implementing a total quality management (TQM) orientation in the organization...

...Susan Aldridge; Jennifer Rowley Evaluates a methodology which was developed to measure student satisfaction with significant components of the service experience delivered to students at Edge Hill University College. Uses a questionnaire‐based survey to collect information on student satisfaction...