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O’Neill, M. A., & Palmer, A. (2004). Importance-Performance Analysis: A Useful Tool for Directing Continuous Quality Improvement in Higher Education. Quality Assurance in Education, 12, 39-52.
https://doi.org/10.1108/09684880410517423

has been cited by the following article:

• TITLE: The Construction of Evaluation Index System of Full-Time Professional Degree Graduate Education Based on SERVQUAL

  AUTHORS: Zhengsong Zhou, Shouguang Yang

  KEYWORDS: Full-Time Degree Education, Professional Degree Graduate Education, Graduate Education Quality, Educational Evaluation

  JOURNAL NAME: Journal of Service Science and Management, Vol.18 No.3, June 26, 2025

  ABSTRACT: This study examines the service quality of full-time professional degree graduate education, grounded in its distinct characteristics. By synthesizing extensive domestic and international research on higher education service quality evaluations, theoretical insights into the service quality of full-time professional degree graduate education, and the multi-dimensional SERVQUAL model, this paper identifies the primary determinants of service quality through expert interviews and corroborates these findings with empirical survey data. The identified factors include interaction, credibility, value, assurance, empathy, and brand image. The overarching aim of this research is to enhance service quality from the student perspective and to safeguard the integrity of full-time professional degree graduate training programs.