The development of HEdPERF: a new measuring instrument of service quality for the higher education sector

The development of HEdPERF: a new measuring instrument of service quality for the higher education sector

Nguồn: International Journal of Consumer Studies, 30, 6, November 2006, pp.569–581.
Firdaus Abdullah (2006)


Abstract

     Service quality has attracted considerable attention within the tertiary education sector, but despite this, little work has been concentrated on identifying its determinants from the stand point of students being the primary customers. Thus, it would seem rational to develop a new measurement scale that incorporates not only the academic components, but also aspects of the total service environment as experienced by the student. Likewise, there are many areas of disagreement in the debate over how to measure service quality, and recent research has raised many questions over the principles on which the existing instruments are founded. Although these generic instruments have been tested with some degree of success in wide-ranging service industries, but their replication in higher education sec-tor is still hazy.

     This paper describes the methodological development of HEdPERF (Higher Education PERFormance only), a new measuring instrument of service quality that captures the authentic determinants of service quality within the higher education sector. The proposed 41-item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis (CFA). Such valid and reliable measuring scale would be a tool that tertiary institutions could use to improve service performance in the light of increased competition with the development of global education markets. The results from the current study are crucial because previous studies have produced scales that bear a resemblance to the generic measures of service quality, which may not be totally adequate to assess the perceived quality in higher education. Furthermore, previous researches have been too narrow, with an over-emphasis on the quality of academics and too little attention paid to the non-academic aspects of the educational experience.

Keywords: Service quality, measuring instrument, higher education, unidimensionality.

Link tải file đầy đủ: The development of HEdPERF: a new measuring instrument of service quality for the higher education sector

Hãy like và comment khi bài viết có ích cho nghiên cứu của bạn như một cách khích lệ tinh thần của tác giả để tiếp tục chia sẻ tài liệu.

Toàn bộ nguồn tài liệu được chia sẻ với mục đích phi lợi nhuận, nhằm tạo điều kiện thuận lợi cho các nhà nghiên cứu vững bước trên con đường học thuật.

Nếu có nhu cầu tìm kiếm tài liệu, vui lòng gửi email về địa chỉ lengochaius@yahoo.com

Vui lòng ghi rõ nguồn lengochaiufm.blogspot.com khi bạn chia sẻ bài viết này.