Intense competition in higher education in many different countries mandates the need for assessments of customer-perceived service quality for differentiation purposes. An instrument developed specifically from a business education setting was employed utilizing an importance/performance approach with seven determinant choice criteria groupings. A sample of business students in New Zealand and the mid-Atlantic region of the USA participated, and some important problems in perceptions were noted. Strategic implications for the universities involved and suggestions for future research are provided.

Examines New Zealand business students’ perceptions of service quality in education. Describes a study in which the respondents identified seven determinants of service quality. Unlike prior studies, uses an importance/performance‐based approach to evaluate service quality in education. Identifies some perceptual problems, such as the least important factors being the best performers. Presents the implications for education administrators and makes some suggestions for future research.

The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the role that technology plays in Australian banking and its impact on the delivery of perceived service quality. A sample of 440 electronic banking customers was taken and 300 useable questionnaires were analysed. Using the Hemmasi et al. importance‐performance grid, results indicated that consumers have perceptual problems with some aspects of electronic banking. Some strategic implications are discussed.

Intense competition for full‐fee‐paying foreign students in higher education in many countries mandates the need for the identification of the criteria considered important by this customer group for the purpose of strategy development. Past research in this area has overlooked the needs of this important segment and has focused mainly on either administrators or the faculty’s perspective. A sample of potential students from Indonesia participated in this study and a number of choice criteria were identified. Also discusses strategic implications.

Competition in the education sector has led a number of providers of higher education to re-evaluate the level of service provided to its customers. Past research in this area has overlooked the needs of student customers and has focused mainly on either administrators or the faculty's perspective. The instrument developed was administered to 216 potential tertiary students in the North Island of New Zealand. The results indicate that students take a number of factors into consideration prior to choosing an education institution for further studies. Implications for educational administrators are provided.

The current Asian crisis has created awareness among Australian companies of the need to reassess their marketing strategy with the goal of becoming more competitive in the market place. This study looks at strategy development among companies with the view of providing insight into the development process. A sample of 850 companies were contacted and 216 useable questionnaires were analysed (response rate of 21.4 per cent). Key findings and strategic implications are discussed .

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