Purpose – The purpose of this paper is to empirically test a new industry‐specific scale, HEdPERF (Higher Education PERFormance) to capture the authentic determinants of service quality within higher education sector. Design/methodology/approach – The primary goal of this research was to test and compare the relative efficacy of HEdPERF against SERVPERF in order to determine which instrument had the superior measuring capability. Findings – In terms of unidimensionality, reliability, and validity, HEdPERF explained variance within the higher education setting better in comparison to SERVPERF. Research limitations/implications – Since this study only examined the respective utilities of each instrument within a single industry, in only one national setting, any suggestion that the HEdPERF is generally superior would still be premature. Practical implications – The current findings do provide some important insights into how the instruments of service quality compare with one another, in a typical higher education context. Originality/value – An attempt is made in the paper, to develop critical insights into comparative evaluation of service quality measurement instruments.
Quality Assurance in Education – Emerald Publishing
Published: Dec 1, 2005
Keywords: Service quality assurance; Higher education; Performance measurement (quality)
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