Comparing alternative instruments to measure service quality in higher education

IF 1.5 Q2 EDUCATION & EDUCATIONAL RESEARCH

QUALITY ASSURANCE IN EDUCATION Pub Date : 2009-04-24 DOI:10.1108/09684880910951381

A. Brochado

引用次数: 257

Abstract

Purpose – The purpose of this paper is to examine the performance of five alternative measures of service quality in the high education sector – service quality (SERVQUAL), importance‐weighted SERVQUAL, service performance (SERVPERF), importance‐weighted SERVPERF, and higher education performance (HEdPERF).Design/methodology/approach – 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, modified to fit into the higher education (HE) 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 sample of 360 students of a Portuguese University in Lisbon. Scales were compared in terms of unidimensionality, reliability, validity and explained variance.Findings – It can be concluded that SERVPERF and HEdPERF present the best measurement capability, but it is not possible to identify which one is t...

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比较衡量高等教育服务质量的不同工具

目的-本文的目的是检查高等教育部门服务质量的五种替代措施的性能-服务质量(SERVQUAL)，重要性加权SERVQUAL，服务绩效(SERVPERF)，重要性加权SERVPERF和高等教育绩效(HEdPERF)。设计/方法/方法-数据是通过结构化问卷收集的，其中包括SERVPERF和HEdPERF量表增强的感知项目和SERVQUAL量表的期望项目，并经过修改以适应高等教育(HE)部门。问题单初稿通过焦点小组和专家评价进行了试点测试。数据收集自里斯本一所葡萄牙大学的360名学生。比较各量表的单维性、信度、效度和解释方差。研究结果-可以得出结论，SERVPERF和HEdPERF提供了最好的测量能力，但不可能确定哪一个是最好的。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

QUALITY ASSURANCE IN EDUCATION EDUCATION & EDUCATIONAL RESEARCH-

CiteScore

3.10

自引率

20.00%

发文量

期刊介绍： QAE publishes original empirical or theoretical articles on Quality Assurance issues, including dimensions and indicators of Quality and Quality Improvement, as applicable to education at all levels, including pre-primary, primary, secondary, higher and professional education. Periodically, QAE also publishes systematic reviews, research syntheses and assessment policy articles on topics of current significance. As an international journal, QAE seeks submissions on topics that have global relevance. Article submissions could pertain to the following areas integral to QAE''s mission: -organizational or program development, change and improvement -educational testing or assessment programs -evaluation of educational innovations, programs and projects -school efficiency assessments -standards, reforms, accountability, accreditation, and audits in education -tools, criteria and methods for examining or assuring quality