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Social, political and financial pressures are increasing the importance of quality in higher education. While quality is an elusive concept in most services, it is particularly so in public service, not least because of the wide variety of stakeholders and customers involved. This paper reports upon an attempt to measure perceived quality with two distinct customer groups within the context of a university faculty office, using a modified form of the SERVQUAL instrument. Some of the possibilities and limitations of the instrument used for such a purpose and within such a context are discussed.
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Galloway et al. (1998) studied this question.
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