In the HE service context, evidence from the literature review and the focus group findings
suggest that core outcome (ie technical quality) consists of the academic qualification
conferred and the academic knowledge and skills acquired. In terms of assessing perceptions
of technical (output) quality.
focus group discussions and the existing literature, the technical-functional
model of service quality has been adapted to a higher education context. Three key aspects of
quality have been identified and each of these is expected to have an impact on the
willingness of students to engage in positive word-of-mouth. This positive word-of-mouth is
seen as an important and beneficial outcome which will have implications for organisational
performance in the sense that it would be expected to facilitate the process of future
recruitment.