HEdPERF versus SERVPERF The quest for ideal measuring instrument of service quality in higher education sector

HEdPERF versus SERVPERF The quest for ideal measuring instrument of service quality in higher... 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality Assurance in Education Emerald Publishing

HEdPERF versus SERVPERF The quest for ideal measuring instrument of service quality in higher education sector

Quality Assurance in Education, Volume 13 (4): 24 – Dec 1, 2005

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Publisher
Emerald Publishing
Copyright
Copyright © 2005 Emerald Group Publishing Limited. All rights reserved.
ISSN
0968-4883
D.O.I.
10.1108/09684880510626584
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

Quality Assurance in EducationEmerald Publishing

Published: Dec 1, 2005

Keywords: Service quality assurance; Higher education; Performance measurement (quality)

References

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