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Scale Development and Inferential Analysis of Service Quality in Higher Education: A Sequential Exploratory Mixed-Method Study

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  • Gersha Pierre PhD

    (The University of the Southern Caribbean)

Abstract

In response to the consumer-oriented shift in higher education, institutions are embracing technology and flexible delivery to enhance services. This is critical for student attraction, retention, and academic success. Consequently, the focus on service quality and student satisfaction has grown. This study investigates service quality expectations and perceptions of students in a local Caribbean -based tertiary institution. A novel scale, the “Service Quality Scale for Higher Education (SQSHE),†is developed using a sequential-exploratory mixed-method approach. The SERVQUAL-driven Disconfirmation framework informs this scale, measuring the gap between expected and perceived service encounters. Three focus group interviews generate a 53-item pool, refined to a 23-item scale with four dimensions: student well-being, service efficiency, social interaction, and value co-creation. The SQSHE demonstrates reliability, stability, and internal consistency. Data from 179 participants via an online questionnaire reveal four service quality dimensions, with two displaying significant negative gap scores. This culturally relevant four-factor scale contributes significantly to higher education research. By addressing student expectations, institutions can enhance strategies to elevate satisfaction and success rates.

Suggested Citation

  • Gersha Pierre PhD, 2024. "Scale Development and Inferential Analysis of Service Quality in Higher Education: A Sequential Exploratory Mixed-Method Study," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(3), pages 1814-1847, March.
    • Handle: RePEc:bcp:journl:v:8:y:2024:i:3:p:1814-1847
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    References listed on IDEAS

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    1. Shpëtim Çerri, 2012. "Assessing The Quality Of Higher Education Services Using A Modified Servqual Scale," Annales Universitatis Apulensis Series Oeconomica, Faculty of Sciences, "1 Decembrie 1918" University, Alba Iulia, vol. 2(14), pages 1-32.
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