Upward Appraisal in Practice: An Illustrative Example Using the Qualed Model

The quality of the services provided by educational institutions has largely been undefined and under‐researched. Reports on some of the insights obtained in a preliminary investigation of quality in a university business school using upward appraisal. It demonstrates how the SERVQUAL model, developed for application within the financial services sector, has been redesigned to measure those components of service in higher education which generate student (customer) satisfaction.