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An Empirical Study on the Student Experience of Higher Education Service Quality in Taiwan

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  • Yu-Chuan Chen

Abstract

This study develops a multidimensional scale to measure the quality of the service offered to students in higher education. It explores theories on service quality and Importance-performance analysis in a literature review in order to discuss the nature of service quality scales. A questionnaire consisting of 31 items was developed to measure the service quality in higher education. A total of 100 students (in the pilot study) and 474 students (in the main study) answered the questionnaire using Likert scales. A construct validation using exploratory factor analysis displays a structure consisting of three factors. The study provides valuable insights into students’ perception of the quality of the services offered by universities and their satisfaction levels. The final section summarizes the main conclusions and discusses the limitations of the research. This study not only provides specific analyses, but also suggests strategies; its results will help university managers identify areas of strategic focus and develop service quality strategies.

Suggested Citation

  • Yu-Chuan Chen, 2015. "An Empirical Study on the Student Experience of Higher Education Service Quality in Taiwan," International Journal of Management Sciences, Research Academy of Social Sciences, vol. 6(12), pages 582-594.
    • Handle: RePEc:rss:jnljms:v6i12p4
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    References listed on IDEAS

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    1. Hsin-Hung Wu & Jiunn-I Shieh, 2010. "Quantifying uncertainty in applying importance-performance analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(5), pages 997-1003, August.
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