Service Quality and Engagement at Some Private Universities

Abstract

This research is a continuation of previous research. As presented in the initial research proposal, the first research has been completed and the result is an instrument of higher education service quality that has been tested for validity and reliability within the scope of Kopertis Region III. The development of the instrument was based on the results of PZB research (Parasuraman, Zeithaml & Berry, 1985, 1988, 1991, 1994) using information related to its development, as reported in the first study.