Gaining Competitive Advantages in Higher Education: Analyzing the Gap between Expectations and Perceptions of Service Quality

The research findings have provided several implications for higher educational institutions, managers, and leaders of decision-making processes throughout the world. Service quality, customer satisfaction, and behavioral intentions are global issues that affect all organizations, large or small, profit or non-profit, global or local. We are all influenced or discouraged, satisfied or dissatisfied with positive loyalty behavioral intentions or negative complaining reactions, propelled by the level of service quality received.