Advanced Search
MyIDEAS: Login to save this paper or follow this series

Comparing alternative instruments to measure service quality in higher education

Contents:

Author Info

  • 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.

Download Info

If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
File URL: http://www.fep.up.pt/investigacao/workingpapers/07.12.19_wp258.pdf
Download Restriction: no

Bibliographic Info

Paper provided by Universidade do Porto, Faculdade de Economia do Porto in its series FEP Working Papers with number 258.

as in new window
Length: 19 pages
Date of creation: Dec 2007
Date of revision:
Handle: RePEc:por:fepwps:258

Contact details of provider:
Postal: Rua Dr. Roberto Frias, 4200 PORTO
Phone: 351-22-5571100
Fax: 351-22-5505050
Email:
Web page: http://www.fep.up.pt/
More information through EDIRC

Related research

Keywords: service quality scales; higher education; reliability;

Find related papers by JEL classification:

This paper has been announced in the following NEP Reports:

References

References listed on IDEAS
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
as in new window
  1. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer, Springer, vol. 16(3), pages 297-334, September.
Full references (including those not matched with items on IDEAS)

Citations

Lists

This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

Statistics

Access and download statistics

Corrections

When requesting a correction, please mention this item's handle: RePEc:por:fepwps:258. See general information about how to correct material in RePEc.

For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: ().

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 references are entirely missing, you can add them using this form.

If the full references list an item that is present in RePEc, but the system did not link 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 profile, as there may be some citations waiting for confirmation.

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