Performance‐based service quality model: an empirical study on Japanese universities

Performance‐based service quality model: an empirical study on Japanese universities Purpose – This paper aims to develop and empirically test the performance‐based higher education service quality model. Design/methodology/approach – The study develops 67‐item instrument for measuring performance‐based service quality with a particular focus on the higher education sector. Scale reliability is confirmed using the Cronbach's alpha. The principle component analysis followed by a Varimax method is used to extract the factor loadings. Findings – The results are satisfactory in terms of factor analysis, reliability and validity tests. Based on the overall loaded items, the eight dimensions are named. They are dependability, effectiveness, capability, efficiency, competencies, assurance, unusual situation management, and semester and syllabus. Research limitations/implications – Although the empirical results are significant, a comparative study can identify relative strengths of this model. Practical implications – This study underlines some critical dimensions and related attributes on which the higher institutions should concentrate their efforts to improve quality. Originality/value – This study is worth doing because it takes samples from international students studying at Japanese universities. This study also attempts to develop a comprehensive approach for scale development in measuring service quality for higher education institutes. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality Assurance in Education Emerald Publishing

Performance‐based service quality model: an empirical study on Japanese universities

Quality Assurance in Education, Volume 18 (2): 18 – Apr 27, 2010

Loading next page...
 
/lp/emerald-publishing/performance-based-service-quality-model-an-empirical-study-on-japanese-aadznml0Wy
Publisher
Emerald Publishing
Copyright
Copyright © 2010 Emerald Group Publishing Limited. All rights reserved.
ISSN
0968-4883
D.O.I.
10.1108/09684881011035349
Publisher site
See Article on Publisher Site

Abstract

Purpose – This paper aims to develop and empirically test the performance‐based higher education service quality model. Design/methodology/approach – The study develops 67‐item instrument for measuring performance‐based service quality with a particular focus on the higher education sector. Scale reliability is confirmed using the Cronbach's alpha. The principle component analysis followed by a Varimax method is used to extract the factor loadings. Findings – The results are satisfactory in terms of factor analysis, reliability and validity tests. Based on the overall loaded items, the eight dimensions are named. They are dependability, effectiveness, capability, efficiency, competencies, assurance, unusual situation management, and semester and syllabus. Research limitations/implications – Although the empirical results are significant, a comparative study can identify relative strengths of this model. Practical implications – This study underlines some critical dimensions and related attributes on which the higher institutions should concentrate their efforts to improve quality. Originality/value – This study is worth doing because it takes samples from international students studying at Japanese universities. This study also attempts to develop a comprehensive approach for scale development in measuring service quality for higher education institutes.

Journal

Quality Assurance in EducationEmerald Publishing

Published: Apr 27, 2010

Keywords: Japan; Universities; Higher education; Customer services quality

References

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

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

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off