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Comparing alternative instruments to measure service quality in higher education

Author

Listed:
  • Ana Oliveira-Brochado

    (EDGE – Faculdade de Economia do Porto, CESUR, DECIVIL-IST, Universidade Técnica de Lisboa)

  • Rui Cunha Marques

    (CESUR, DECIVIL-IST – Universidade Técnica de Lisboa)

Abstract

The purpose of this work is to examine the performance of five alternative measures of service quality in the high education sector – SERVQUAL (Service Quality), Importance-weighted SERVQUAL, SERVPERF (Service Performance), Importance-weighted SERVPERF and HedPERF (Higher Education Performance). We aim at determining which instrument has the superior measurement capability. Data were collected by means of a structured questionnaire containing perception items enhanced from the SERVPERF and HEdPERF scales and expectation items from the SERVQUAL scale, both modified to fit into the higher education sector. The first draft of the questionnaire was subject to a pilot testing through a focus group and an expert evaluation. Data were gathered from a 360 students’ sample of a Portuguese university in Lisbon. Scales were compared in terms of unidimensionality, reliability, validity and explained variance. Managerial conclusions were also drawn.

Suggested Citation

  • Ana Oliveira-Brochado & Rui Cunha Marques, 2007. "Comparing alternative instruments to measure service quality in higher education," FEP Working Papers 258, Universidade do Porto, Faculdade de Economia do Porto.
    • Handle: RePEc:por:fepwps:258
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    File URL: http://www.fep.up.pt/investigacao/workingpapers/07.12.19_wp258.pdf
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    References listed on IDEAS

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    1. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
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    Cited by:

    1. C. Neelaveni & S. Manimaran, 2016. "Structural equation modeling for analysing the impact of quality of administrative practices in higher educational institutions," Quality & Quantity: International Journal of Methodology, Springer, vol. 50(4), pages 1663-1674, July.

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    More about this item

    Keywords

    service quality scales; higher education; reliability;
    All these keywords.

    JEL classification:

    • C10 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - General
    • C42 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Survey Methods

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