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Are we good enough? A measurement for Information Technology Service Quality (ITSQ) in higher education institutions in Saudi Arabia

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  • Romana Aziz
  • Ala Saleh Alluhaidan

Abstract

In the present research, we aim to confirm factors for measuring the perceived quality of Information Technology (IT) services within a higher education context. The perceived quality of IT services is complex and is often measured by multi-dimensional constructs, which requires designing a sufficiently valid scale. Drawing upon literature and expert input, this study has identified 5 dimensions of IT service quality. Using an empirical study, we prove that perception of IT Service Quality (ITSQ) has a dimensional structure and can be measured using a 44-item scale which has been satisfactorily validated. A Confirmatory Factor Analysis (CFA) is applied to confirm the relationship between the items and dimensions. The findings of this study present a scale for measuring ITSQ within higher education.

Suggested Citation

  • Romana Aziz & Ala Saleh Alluhaidan, 2022. "Are we good enough? A measurement for Information Technology Service Quality (ITSQ) in higher education institutions in Saudi Arabia," PLOS ONE, Public Library of Science, vol. 17(11), pages 1-14, November.
    • Handle: RePEc:plo:pone00:0277265
    DOI: 10.1371/journal.pone.0277265
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    References listed on IDEAS

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    1. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
    2. María del Carmen Olmos-Gómez & Mónica Luque Suárez & Concetta Ferrara & Eva María Olmedo-Moreno, 2020. "Quality of Higher Education through the Pursuit of Satisfaction with a Focus on Sustainability," Sustainability, MDPI, vol. 12(6), pages 1-20, March.
    3. Vijaya Sunder M., 2016. "Constructs of quality in higher education services," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 65(8), pages 1091-1111, November.
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