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)
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera