scholarly journals Development of Service Quality Scale in Higher Education: A Validity and Reliability Study

2021 ◽  
Vol 11 (1) ◽  
pp. 161-173
Author(s):  
Şakir Çınkır ◽  
Sevgi Yıldız ◽  
Gül Kurum
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Service Quality ◽  
Undergraduate Students ◽  
Higher Education Institutions ◽  
Education Institution ◽  
Quality Of Services ◽  
Validity And Reliability ◽  
Quality In Higher Education

Students have become highly critical and analytical in selecting the higher education institution they would like to study at. It has become important for higher education institutions to be preferred by such prospective students as well as ensuring the commitment and retention of their current students. Universities, as the most important representatives of higher education institutions, are evaluated directly and indirectly by their stakeholders regarding the quality of the services they provide. Service quality and satisfaction surveys based on these evaluations can have a wide variety of implications on institutional rankings, preferability, financial policies, etc. This study aims to develop a scale specific to Turkish Higher Education Institutions to determine the quality of services offered in higher education according to the satisfaction perceptions of undergraduate students. Accordingly, the first draft of a 53-item seven-dimensional five-point Likert type scale was created. The piloting version of the scale was applied to a total of 500 undergraduate students, of whom 346 were female and 149 male, who were continuing their studies in 15 faculties of a public university in Turkey. Further, particular care was taken to include students who were in their second year or higher seniority at the university so that they would have had sufficient time to benefit from the services offered. A 29-item structure with three sub-dimensions was revealed as a result of the exploratory factor analysis performed. The sub-dimensions were named as "Academic services", "Administrative services", and "Campus facilities". The findings of the confirmatory factor analysis conducted on 1782 participants support the structure validity of the scale. Based on the findings, the Service Quality in Higher Education Scale has been determined to be a highly reliable and valid scale that can be used to specifically measure the quality of services offered in higher education.

Measuring service quality in higher education

2016 ◽  
Vol 24 (2) ◽  
pp. 244-258 ◽  
Author(s):  
Viraiyan Teeroovengadum ◽  
T.J. Kamalanabhan ◽  
Ashley Keshwar Seebaluck
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Service Quality ◽  
Hierarchical Model ◽  
Quantitative Methods ◽  
Educational Quality ◽  
Second Phase ◽  
Validity And Reliability ◽  
Content Type ◽  
Quality In Higher Education

Purpose – This paper aims to develop and empirically test a hierarchical model for measuring service quality in higher education. Design/methodology/approach – The first phase of the study consisted of qualitative research methods and a comprehensive literature review, which allowed the development of a conceptual model comprising 53 service quality attributes. Quantitative methods were used for the second phase so as to test the dimensionality of the measurement instrument and assess its validity and reliability. A sample of 207 students was surveyed, and data were analysed using exploratory factor analysis and Cronbach’s alpha test. Findings – The results of the factor analysis revealed the presence of sub-dimensions. A hierarchical model was therefore considered most appropriate. The final model consisted of five primary dimensions, which are administrative quality, physical environment quality, core educational quality, support facilities quality and transformative quality. The instrument contained a total of 48 items. Each scale was satisfactorily tested for validity and reliability. Research limitations/implications – This empirical study made use of data collected in Mauritius only, a developing country. Practical implications – This study provides a framework and an instrument that can be used by higher education institutions in view of continuously improving educational quality. Originality/value – The study adopted a holistic approach by considering both the functional and technical aspect of service quality in higher education. Moreover, technical quality was operationalised by considering the notion of transformative quality.

scholarly journals MEASURING THE STUDENTS’ PERCEPTION OF SERVICE QUALITY

2012 ◽  
Vol 11 (1) ◽  
Author(s):  
Leonardi Lucky Kurniawan ◽  
N. Purnomolastu .
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Perceptions ◽  
Higher Education Institutions ◽  
Student Perception ◽  
Mean Value ◽  
Quality Of Education ◽  
Validity And Reliability ◽  
Chi Square

Like in many other countries, higher education institutions in Indonesia are facing intense competition as the higher education market becomes globalized and competitive pressure intensifies. It is essential that higher education institutions continually monitor the quality of their services and commit themselves to continuous quality improvements in order to respond to the needs of their stakeholders. Measuring service quality in higher education is thus essential In order to provide a comprehensive view of the quality of education, it is valuable to assess not only student perceptions of their educational outcomes but also their perceptions of the manner in which polytechnic education is provided.This study aims at measuring the students’ perception of the service quality of education in a department; identifying differences of the student perception on the service quality based on their academic profiles; identifying which service attributes are more influential in providing service in higher education; and offering recommendation to the management which area(s) still need(s) some improvement.Using the 5-scale questionnaires, the researchers collected the data for the study from graduates of the 5 departments- Accounting, Marketing Management, Secretary Foreign Business Language and Taxation. Pearson Chi-Square and Alpha Cronbach techniques were used to test the validity and reliability before analyzing the data from the questionnaire. Descriptive statistics was deployed to find out the mean value of each indicator. This was followed bv Dummy Regression analysis.    JThe findings of the study suggest that faculty plays the most prominent indicator in reflecting the students perception of service quality of department.

scholarly journals Confirmatory factor analysis of the essential digital competencies for undergraduate students in Thai higher education institutions

2019 ◽  
Vol 9 (3) ◽  
pp. 340 ◽  
Author(s):  
Thamasan Suwanroj ◽  
Punnee Leekitchwatana ◽  
Paitoon Pimdee
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Undergraduate Students ◽  
Higher Education Institutions ◽  
Public Higher Education ◽  
Digital Information ◽  
Validity And Reliability ◽  
Confirmatory Factor ◽  
Digital Competency

The purpose of this descriptive study was to apply 2nd order confirmatory factor analysis (CFA) and structural relationship models to identify the digital competency components essential to undergraduate students in Thai higher education institutions. The sample comprised 1,126 specialists in Information Technology, Computer Technology, Computer Education, Computer Science, and Computer Engineering working in public higher education instructions throughout the country. The selection was the result of multi-stage random sampling from 76 public higher education instructions that offer undergraduate education. The instrument was a questionnaire form on essential digital competency components for undergraduate students in higher education institutions. The question items employed a 7-point Likert scale and showed Cronbach's alpha values for the content validity and reliability at a range of.93-.97 per domain and .87-.99 per component. The data were analyzed using descriptive statistics for general data and 2nd Order CFA analysis. The findings revealed that from 24 observed variables, there were 7 competency components.: 1) Fundamental of digital ; 2) Accessing digital information; 3) Using digital information; 4) Creating digital information and media; 5) Communicating digital information; 6) Managing digital information; and 7) Evaluating digital information. The discovery from this study was substantially constructive for Thai higher education institutions as it could be used to design an essential digital competency framework of the 21st century.

scholarly journals Students’ perception and satisfaction towards customer service in higher education institutions

2014 ◽  
Vol 12 (1) ◽  
pp. 599-605
Author(s):  
Yolande Hefer ◽  
Michael Colin Cant
Keyword(s):  
Higher Education ◽  
Customer Service ◽  
Undergraduate Students ◽  
Quantitative Research ◽  
Higher Education Institutions ◽  
Common Knowledge ◽  
Education Institution ◽  
Target Population ◽  
Quota Sampling

t is common knowledge that students experience various types of problems with universities and other higher education institutions. These problems are not limited to any specific country and it can be said that problems experienced in one country will most likely also occur in other countries. This study was done in order to determine students’ perceptions and their satisfaction of the Student Administration departments in higher education institutions. The target population consisted 200 of undergraduate students in their 1st and 3rd year in a higher education institution. Quantitative research was conducted and a non-probability sample was chosen. Quota sampling was used in order to improve the representativeness of the sample The results from the study indicated that students’ perceptions about the quality of the service received, in terms of reliability and responsiveness, from universities are slightly above average

scholarly journals Service Quality in Higher Education Institutions an Overview of Models Assessing It

2019 ◽  
Vol 4 (3) ◽  
Author(s):  
Suela Hajdari
Keyword(s):  
Higher Education ◽  
Qualitative Research ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Education Sector ◽  
Advantages And Disadvantages ◽  
Quality Of Higher Education ◽  
Comprehensive Literature Review ◽  
Quality In Higher Education

This paper aims to give an overview of the existing literature of the models which asses the quality of higher education institutions. The higher education sector is dynamic and competitive. The increasing number of universities leads to the necessity for them to maximize the efforts and improve the quality of their services. A lot of studies from different researchers and different countries are developed through time. It is important to emphasize that higher education is a service, and as other services offered to the customers we have to measure its quality. So this study consists on qualitative research methods and a comprehensive literature review, which allows choosing which model to use for assessing the quality of higher education. Analyzing the advantages and disadvantages of each model the researchers would be able to use the model which is more reliable and valid for their study. The results of this paper are consistent with earlier research that had compared these models, the Servqual remains the most pointed model used to assess service quality in the higher education sector.

scholarly journals QUALITY PERCEPTION OF ISLAMIC HIGHER EDUCATION INSTITUTION SERVICES: Experience of International Students

2020 ◽  
Vol 21 (1) ◽  
pp. 188-212
Author(s):  
Abd Haris ◽  
Nur Asnawi
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Education Institution ◽  
Teaching Staff ◽  
Islamic Culture ◽  
Muslim Students ◽  
Multi Stage ◽  
Dimensions Of Teaching

This study aims to formulate a special dimension of service quality in Islamic higher education institutions in shaping Islamic culture according to the perceptions of international Muslim students. Using a quantitative approach with exploratory factor analysis, it involved 100 international Muslim students taken from multi-stage proportionated stratified random sampling (probability sampling). The results showed that based on the experience of international Muslim students, the service quality of Islamic higher education institutions included the dimensions of teaching staff competencies, administrative staff competencies, Islamic environment, physical facilities and information technology-based services, all of which can work together in shaping Islamic culture. To support the vision of the internationalization of Islamic higher education institutions, managers must pay attention to these dimensions as a representation of the quality of service felt by international Muslim students to meet their expectations during their studies at Islamic higher education institutions in Indonesia.

scholarly journals Service quality in higher education: Study of Turkish students in Malaysian universities

2014 ◽  
Vol 1 (3) ◽  
pp. 1-9 ◽  
Author(s):  
Amran Md Rasli ◽  
Mansoor Ahmed Bhatti ◽  
Nadhirah Norhalim ◽  
Tan Owee Kowang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Quality Measurement ◽  
Gap Model ◽  
Perceived Service Quality ◽  
Education Study ◽  
Stratified Sample ◽  
The Difference ◽  
Quality In Higher Education

The Article attempts to analyze service quality in higher education institutions of Malaysia. The study used the Gap Model presented by Parasuraman et al. (1985, 1988) to identify the difference between expected quality and perceived quality in higher education institutions of Malaysia. The study focused to identify gaps of Turkish students in Malaysian universities Five basic dimensions of service quality measured through SERVQUAL (Instrument for service quality measurement). These dimensions are tangibles, reliability, responsiveness, assurance, and empathy. A stratified sample of 41 Turkish students has been selected from top five public universities in Malaysia. Results showed a negative service quality gap in higher education institutions of Malaysia from Turkish students’ perception which indicated perceived service quality is below than expectations of Turkish students in Malaysian universities.

scholarly journals Student eXperience: A Systematic Literature Review

2021 ◽  
Vol 11 (20) ◽  
pp. 9543
Author(s):  
Nicolás Matus ◽  
Cristian Rusu ◽  
Sandra Cano
Keyword(s):  
Higher Education ◽  
Literature Review ◽  
Undergraduate Students ◽  
Systematic Literature Review ◽  
Higher Education Institutions ◽  
Student Experience ◽  
Educational Institutions ◽  
Research Questions ◽  
Definition Of ◽  
Quality In Higher Education

Students’ experiences have been covered by a large number of studies in different areas. Even so, the concept of student experience (SX) is diffuse, as it does not have a widely accepted meaning and is often shaped to the specific purposes of each study. Understanding this concept allows educational institutions to better address the needs of students. For this reason, we conducted a systematic literature review addressing the concept of SX in higher education, specifically aiming at undergraduate students. In this work, we approach the concept of SX from the perspective of customer experience (CX), based on the premise that students are users of higher education institutions’ products, systems and/or services. We reviewed articles published between 2011 and 2021, indexed in five databases (Scopus, Web of Sciences, ACM digital, IEEE Xplore and Science Direct), trying to address research questions concerning: (1) the SX definition; (2) dimensions, attributes and factors that influence SX; and (3) methods used to evaluate the SX. We selected 65 articles and analyzed various SX definitions, as well as scales and surveys to evaluate SX, mainly relating to satisfaction and quality in higher education. We propose a holistic definition of SX and recommend ways to achieve its better analysis.

scholarly journals Promotion of the quality of life of workers in a higher education institution: a scope review

2020 ◽  
Vol 8 (9) ◽  
pp. 254-264
Author(s):  
Isaura Sousa ◽  
Márcia Gouveia ◽  
Tatyanne Rodrigues ◽  
Fernando Lopes Silva Júnior ◽  
Ana Maria Ribeiro dos Santos ◽  
...  
Keyword(s):  
Quality Of Life ◽  
Higher Education ◽  
Scoping Review ◽  
Higher Education Institutions ◽  
Education Institution ◽  
Public Higher Education ◽  
Qualitative Synthesis ◽  
Higher Education Institution ◽  
Worker Health

The present study aimed to map the evidence to provide an overview of actions implemented/executed and scales used in public higher education institutions to promote worker health. A scoping review based on the PCC (Population, Concept, and Context) mnemonic was conducted in PubMed, CINAHL, Scopus and Virtual Health Library (VHL). Population included workers from a higher education institution, the concept referred to studies focusing on the assessment of quality of life and health promotion actions and the context to higher education institutions. Electronic searches were held on December 2019. A qualitative synthesis of the data extracted from included studies (i.e. author, year, study design, sample, country, aims, action implemented/performed, thematic focus, evaluation) was performed. Electronic searches retrieved 3,330 articles that were screened by tittles and abstracts. Of these, 34 studies were fully appraised, of which four reported that actions implemented/executed related to sedentariness, posture and stress. The studies show 49 scales were identified to measuring at least one quality of life item. Through this scoping review the available evidence to provide an overview of actions implemented/executed and scales used in public higher education institutions to promote worker health. Future studies should consider more rigorous designs and objective measures to measure the quality of life of these professionals, and develop target interventions based on factors associated with the work. It is also necessary to evaluate whether the strategies work.

scholarly journals Current state of educational services provision to future masters of educational institution management

2020 ◽  
Vol 2020 (2 (131)) ◽  
pp. 179-187
Author(s):  
Olha Yeromenko
Keyword(s):  
Higher Education ◽  
Graduate Students ◽  
Higher Education Institutions ◽  
Educational Institution ◽  
Education Institution ◽  
Educational Process ◽  
Educational Services ◽  
Teaching Staff ◽  
Flexible System

The article raises the topical issue of training competitive professionals capable of working under modern market conditions. The transition to market relations changes the education policy and the system of educational services provision. The professional destiny of a future manager and the success rate of an educational institution depend on the quality of providing educational services to graduate students specialised in educational institution management. The purpose of the article is to analyse the results of a survey of graduate students aimed at determining the status of educational services given within the specialty 073 "Management" (specialization "Educational Institution Management") in various higher education institutions of Ukraine. Monitoring the state of the educational services provided to graduate students majoring in educational institution management has been carried out on the basis of general scientific and empirical cognition methods: comprehensive study of quality training of master-course students, observation, survey in the form of questionnaires, analysis of graduate students’ responses, analogy. The criteria enabling graduate students to assess the quality of educational services provided by higher education institutions have been defined: the fundamental nature of training; level of knowledge and experience of teaching staff; organization of the educational process; culture and communication level of teachers; reaction of teachers and administration of higher education institution to further demands of graduate students, etc. On the basis of the analysis and generalisation of the processed material, the basic demands of master-course students majoring in educational institution management for increase in the level of educational services have been defined: decrease in theorising of educational material; practice orientation; increase in the use of interactive teaching methods by teachers; expansion of the list of optional courses; increase in opportunities for individual counselling at a convenient time; involvement of leading specialists, experts, experienced educational institution managers in teaching; improvement of facilities and resources of an institution; increase in the level of additional educational services provision in higher education institutions. According to the results of the study, it has been concluded that it is necessary to establish a flexible system of training master-course students majoring in educational institution management.

Sign in / Sign up

Export Citation Format

Share Document