Gap Analysis of College Student Satisfaction as a Measure of Professional Service Quality

Abstract

Abstract The emphasis on providing quality service has become an over-riding concern of the 1980s. To date, most of the research has been on ways to classify, conceptualize and measure service quality in for-profit organizations. This paper reports the results of a study on service quality in a professional service, higher education. The report uses the notion of gaps as presented in the Parasuraman, Zeithaml and Berry model of service quality.