Comparing alternative instruments to measure service quality in higher education

Ana Oliveira-Brochado () and Rc Marques ()
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Ana Oliveira-Brochado: EDGE – Faculdade de Economia do Porto, CESUR, DECIVIL-IST, Universidade Técnica de Lisboa

FEP Working Papers from Universidade do Porto, Faculdade de Economia do Porto

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.

Keywords: service quality scales; higher education; reliability (search for similar items in EconPapers)
JEL-codes: C10 C42 (search for similar items in EconPapers)
Pages: 19 pages
Date: 2007-12
New Economics Papers: this item is included in nep-edu, nep-hrm and nep-sog
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Persistent link: https://EconPapers.repec.org/RePEc:por:fepwps:258

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