IDEAS home Printed from https://ideas.repec.org/a/rfh/bbejor/v12y2023i3p825-834.html
   My bibliography  Save this article

Comparative Analysis of Service Quality Instruments: Evidence from Higher Education Sector of Pakistan

Author

Listed:
  • Saif Aslam

    (Independent researcher, MPhil in Public Administration, institute of administrative sciences, University of the Punjab, Lahore, Pakistan)

  • Dr. Naveed Ahmed

    (Deputy Director, quality enhancement cell national college of arts, Lahore, Pakistan)

  • Maria Aslam

    (PhD Scholar, Department of Information management, University of the Punjab, Lahore, Pakistan)

  • Sufi Nouman Riaz

    (Independent researcher, MPhil in Public Administration, institute of administrative sciences, university of the Punjab, Lahore, Pakistan)

Abstract

The aim of this paper is to compare five alternative models in terms of service quality in higher education institutions of Lahore Pakistan. The current study used the five service quality models named Higher Education Performance (HEDPERF), Service Quality (SERVQUAL), Weighted SERVQUAL, Service Performance (SERVPERF) and Weighted SERVPERF to draw the inferences. Data was gathered from 400 students by utilizing the structured questionnaire from four universities of Lahore, Pakistan. Gathered data was then arranged in a consequential way and then five models were compared in terms of reliability, validity and explained variance. Results of the study revealed that two out of five models HEDPERF and SERVPERF are more feasible in terms of reliability, validity and explained variance. Since the study only examined the measurement capabilities of the five instruments at Lahore city only, the collection of more data in other cities is required in order to provide more general results. All the multiple-item scale express insights about the features that can be studied or observed in order to maintain or handle the underrated quality service. All higher education institutions can be benefitted with these measurement scales to cope with the quality service-related issues. The results of the study are much helpful for the HE leaders to remove deficiencies in different service quality dimensions.

Suggested Citation

  • Saif Aslam & Dr. Naveed Ahmed & Maria Aslam & Sufi Nouman Riaz, 2023. "Comparative Analysis of Service Quality Instruments: Evidence from Higher Education Sector of Pakistan," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 12(3), pages 825-834.
    • Handle: RePEc:rfh:bbejor:v:12:y:2023:i:3:p:825-834
    DOI: https://doi.org/10.61506/01.00146
    as

    Download full text from publisher

    File URL: https://bbejournal.com/BBE/article/view/642/541
    Download Restriction: no
    File URL: https://bbejournal.com/BBE/article/view/642
    Download Restriction: no
    File URL: https://libkey.io/https://doi.org/10.61506/01.00146?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    2. Marta Rubio-Codina & María Caridad Araujo & Orazio P. Attanasio & Sally Grantham-McGregor, 2016. "Concurrent Validity and Feasibility of Short Tests Currently Used to Measure Early Childhood Development in Large Scale Studies: Methodology and Results," IDB Publications (Working Papers) 95556, Inter-American Development Bank.
    3. Ä°smail Åženturk & Amjad Ali, 2022. "The Relationship between Institutional Quality and Welfare: Panel-SUR Analysis on BRICS-T Countries," Journal of Policy Research (JPR), Research Foundation for Humanity (RFH), vol. 8(1), pages 45-52, March.
    4. Ali, Amjad & Ur Rehman, Hafeez, 2015. "Macroeconomic Instability and Its Impact on Gross Domestic Product: An Empirical Analysis of Pakistan," MPRA Paper 82496, University Library of Munich, Germany, revised 2015.
    5. Jaime Torres Fragoso & Ignacio Luna Espinoza, 2017. "Assessment of banking service quality perception using the SERVPERF model," Contaduría y Administración, Accounting and Management, vol. 62(4), pages 1294-1316, Octubre-D.
    6. Rubio-Codina, Marta & Araujo, María Caridad & Attanasio, Orazio P. & Grantham-McGregor, Sally, 2016. "Concurrent Validity and Feasibility of Short Tests Currently Used to Measure Early Childhood Development in Large Scale Studies: Methodology and Results," IDB Publications (Working Papers) 7823, Inter-American Development Bank.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Bai, Yu & Emmers, Dorien & Li, Ying & Tang, Lei, 2022. "Parental locus of control and early childhood development: Evidence on parent and grandparent caregivers in rural China," China Economic Review, Elsevier, vol. 74(C).
    2. M. Caridad Araujo & Marta Dormal & Norbert Schady, 2019. "Childcare Quality and Child Development," Journal of Human Resources, University of Wisconsin Press, vol. 54(3), pages 656-682.
    3. Yue, Ai & Cui, Manlin & Yang, Zhengliang & Shi, Yaojiang & Guo, Cui & Song, Qiannan, 2023. "Formula feeding: Evidence for health, nutrition and early childhood development during the critical first 1000 days from rural China," Journal of Asian Economics, Elsevier, vol. 85(C).
    4. Rodrigo Ceni & Maira Colacce & Gonzalo Salas, 2023. "Initial inequality, unequal development: Effects of family movements on child development," Documentos de Trabajo (working papers) 23-07, Instituto de Economía - IECON.
    5. Ai Yue & Yu Bai & Yaojiang Shi & Renfu Luo & Scott Rozelle & Alexis Medina & Sean Sylvia, 2020. "Parental Migration and Early Childhood Development in Rural China," Demography, Springer;Population Association of America (PAA), vol. 57(2), pages 403-422, April.
    6. Ali, Amjad, 2022. "Financial Liberalization, Institutional Quality and Economic Growth Nexus: Panel Analysis of African Countries," MPRA Paper 116101, University Library of Munich, Germany.
    7. Heckman, James J. & Zhou, Jin, 2022. "Measuring Knowledge," IZA Discussion Papers 15252, Institute of Labor Economics (IZA).
    8. Leonel Córdoba-Gamboa & Ruth Argelia Vázquez-Salas & Martin Romero-Martínez & Alejandra Cantoral & Horacio Riojas-Rodríguez & Sergio Bautista-Arredondo & Luis F. Bautista-Arredondo & Filipa de Castro , 2023. "Lead Exposure Can Affect Early Childhood Development and Could Be Aggravated by Stunted Growth: Perspectives from Mexico," IJERPH, MDPI, vol. 20(6), pages 1-17, March.
    9. Heena Nauman & Tayyaba Noor & Asma Nisar, 2023. "Factors Influencing the Purchase Intention towards Sustainable Food Consumption," Journal of Policy Research (JPR), Research Foundation for Humanity (RFH), vol. 9(2), pages 144-154.
    10. Sebastian Gallegos & Pablo Celhay, 2020. "Early Skill Effects on Types of Parental Investments and Long-Run Outcomes," Working Papers 2020-014, Human Capital and Economic Opportunity Working Group.
    11. Afeefa Ahmad & Dilshad Ahmad, 2022. "Effects Of Women Empowerment On Access To Healthcare In Pakistan," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 11(2), pages 84-92, June.
    12. James J. Heckman & Jin Zhou, 2022. "Measuring Knowledge and Learning," NBER Working Papers 29990, National Bureau of Economic Research, Inc.
    13. Bai, Yu & Yang, Ning & Wang, Lei & Zhang, Siqi, 2022. "The impacts of maternal migration on the cognitive development of preschool-aged children left behind in rural China," World Development, Elsevier, vol. 158(C).
    14. Francisco Liébana-Cabanillas & Nidhi Singh & Zoran Kalinic & Elena Carvajal-Trujillo, 2021. "Examining the determinants of continuance intention to use and the moderating effect of the gender and age of users of NFC mobile payments: a multi-analytical approach," Information Technology and Management, Springer, vol. 22(2), pages 133-161, June.
    15. Yoon, Junghyun & Lee, Hee Yong & Dinwoodie, John, 2015. "Competitiveness of container terminal operating companies in South Korea and the industry–university–government network," Transportation Research Part A: Policy and Practice, Elsevier, vol. 80(C), pages 1-14.
    16. Md. Mominur Rahman & Bilkis Akhter, 2021. "The impact of investment in human capital on bank performance: evidence from Bangladesh," Future Business Journal, Springer, vol. 7(1), pages 1-13, December.
    17. Usunier, Jean-Claude, 1998. "Oral pleasure and expatriate satisfaction: an empirical approach," International Business Review, Elsevier, vol. 7(1), pages 89-110, February.
    18. Abdul Kadar Muhammad Masum & Md Abul Kalam Azad & Loo-See Beh, 2015. "Determinants of Academics' Job Satisfaction: Empirical Evidence from Private Universities in Bangladesh," PLOS ONE, Public Library of Science, vol. 10(2), pages 1-15, February.
    19. Amolo Elvis Juma Amolo & Charles Mallans Rambo & Charles Misiko Wafula, 2024. "Hedging Derivatives and Performance of Renewable Energy Projects in Kenya," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 11(8), pages 619-630, August.
    20. Sharma, Vivek & Bhat, Dada Ab Rouf, 2020. "An empirical study exploring the relationship among human capital innovation, service innovation, competitive advantage and employee productivity in hospitality services," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 9(2), pages 1-14..

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rfh:bbejor:v:12:y:2023:i:3:p:825-834. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Muhammad Irfan Chani (email available below). General contact details of provider: https://edirc.repec.org/data/rffhlpk.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.