The development of HEdPERF: A new measuring instrument of service quality for the higher education sector

International Journal of Consumer Studies

Volumn 30, Issue 6, 2006, Pages 569-581

  Abdullah, Firdaus ^a  

^a UNIVERSITI TEKNOLOGI MARA   (Malaysia)

Author keywords

Higher education; Measuring instrument; Service quality; Unidimensionality

Indexed keywords

EID: 68649122963     PISSN: 14706423     EISSN: 14706431     Source Type: Journal    
DOI: 10.1111/j.1470-6431.2005.00480.x     Document Type: Article

References (61)

1. Anderson, J.C. & Gerbing, D.W. (1991) Predicting the performance of measures in a confirmatory factor analysis with a pretest assessment of their substantive validities. Journal of Applied Psychology, 76, 732–740.
2. Babakus, E. & Boller, G.W. (1992) An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253–268.
3. Bemowski, K. (1991) Restoring the pillars of higher education. Quality Progress, October, 37–42.
4. Bohrnstedt, G. (1983) Measurement. In A Handbook of Survey Research (ed. by P. Rossi, J. Wright & A. Anderson), pp. 57–65, Academy Press, San Diego, CA.
5. Bolton, R.N. & Drew, J.H. (1991) A multi stage model of customer’s assessments of service quality and value. Journal of Consumer Research, 17, 375–384.
6. Brown, D.J. & Koenig, H.F. (1993) Applying total quality management to business education. Journal of Education for Business, 68, 329–329.
7. Bryne, B.M. (1994) Structural Equation Modelling with EQS and EQS/Windows-Basic Concepts, Applications and Programming. Sage Publications, Thousand Oaks, CA.
8. Buttle, F. (1996) SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30, 8–32.
9. Carman, J.M. (1990) Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66, 33–55.
10. Chow, J.C.C., Snowden, L.R. & McConnell, W. (2001) A confirmatory factor analysis of the BASIS-32 in racial and ethnic samples. The Journal of Behavioural Health Services and Research, 28, 400–411.
11. Churchill, G.A. Jr (1979) A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16, pp. 64–73.
12. Crawford, F. (1991) Total Quality Management. Committee of Vice-Chancellors and Principals Occasional Paper, London, December 1991.
13. Cronin, J.J. & Taylor, S.A. (1992) Measuring service quality: reexamination and extension. Journal of Marketing, 56, 55–68.
14. Crosby, L.A., Evans, K.R. & Cowles, D. (1990) Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, 54, 68–81.
15. Cuthbert, P.F. (1996) Managing service quality in HE: is SERVQUAL the Answer? Part 1. Managing Service Quality, 6, 11–16.
16. Eisen, S.V., Wilcox, M. & Leff, H.S. (1999) Assessing behavioural health outcomes in outpatient programs: reliability and validity of the BASIS-32. Journal of Behavioural Health Sciences and Research, 26, 5–17.
17. Finn, D.W. & Lamb, C.W. (1991) An evaluation of the SERVQUAL scale in retail setting. In Advances in Consumer Research Association for Consumer Research (ed. by R.H. Holman & M.R. Solomon), p. 18. Ann Arbor, MI.
18. Ford, J.B., Joseph, M. & Joseph, B. (1999) Importance-performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA. Journal of Services Marketing, 13, 171–186.
19. Galloway, L. (1998) Quality perceptions of internal and external customers: a case study in educational administration. TQM Magazine, 10, 20–26.
20. Gaster, T. (1990) Can quality be measured? Going Local. School for Advanced Urban Studies, No. 15, Briston.
21. Gerbing, D.W. & Anderson, J.J. (1988) An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 25, 186–192.
22. Ginsberg, M.B. (1991) Understanding Educational Reforms in Global Context: Economy, Ideology and the State. Garland, New York, NY.
23. Gronroos, C. (1984) A service quality model and its marketing implications. European Journal of Marketing, 18, 36–44.
24. Hair, J.F. Jr, Anderson, R.E., Tatham, R.L. & Black, W.C. (1995) Multivariate Data Analysis with Readings. Prentice Hall International Editions, Englewood Cliffs, NJ.
25. Hattie, J. (1985) Methodology review: assessing unidimensionality of tests and items. Applied Psychological Measurement, 9, 139–164.
26. Hattie, J. (1990) Performance indicators in education. Australian Journal of Education, 34, 249–276.
27. Hill, F.M. (1995) Managing service quality in higher education: the role of student as primary consumer. Quality Assurance in Education, 3, 10–21.
28. Hill, Y., MacGregor, J. & Dewar, K. (1996) Nurses’ access to higher education: a quality product. Quality Assurance in Education, 4, 21–27.
29. Hittman, J.A. (1993) TQM and CQI in post secondary education. Quality Progress, 26, 77–80.
30. Ho, S.K. & Wearn, K. (1996) A higher education TQM excellence model: HETQMEX. Quality Assurance in Education, 4, 35–42.
31. Johnson, R.A. & Wichern, D.W. (1992) Applied Multivariate Statistical Analysis, 3rd edn. Prentice Hall, Englewood Cliffs, NJ.
32. Joreskog, K.G. & Sorbom, D. (1978) Analysis of Linear Structural Relationships by Method of Maximum Likelihood. National Educational Resources, Chicago, IL.
33. Joseph, M. & Joseph, B. (1997) Service quality in education: a student perspective. Quality Assurance in Education, 5, 15–21.
34. Kaiser, H.F. (1970) A second-generation little jiffy. Psychometrika, 35, 401–415.
35. Kaplan, R.M. & Sacuzzo, D.P. (1993) Psychological Testing: Principles, Applications and Issues, 3rd edn. Brooks Cole, Pacific Grove, CA.
36. Kelloway, E. (1998) Using LISREL for Structural Equation Modeling: A Research Guide, Sage, Thousand Oaks, CA.
37. Lawson, S.B. (1992) Why restructure? An international survey of the roots of reform. Journal of Education Policy, 7, 139–154.
38. Leblanc, G. & Nguyen, N. (1997) Searching for excellence in business education: an exploratory study of customer impressions of service quality. International Journal of Education Management, 11, 72–79.
39. Lehtinen, U. & Lehtinen, J. (1982) Service quality: A Study of Quality Dimensions, unpublished Working Paper; Service Management Institute, Finland OY, Helsinki.
40. Lewis, R.C. & Booms, B.H. (1983) The marketing aspects of service quality. In Emerging Perspectives on Services Marketing (ed. by L. Berry, G. Shostack & G. Upah), pp. 99–107. American Marketing, Chicago, IL.
41. Mattsson, J. (1993) A service quality model based on ideal value standard. International Journal of Service Industry Management, 3, 18–33.
42. McElwee, G. & Redman, T. (1993) Upward appraisal in practice – an illustrative example using the QUALED model. Education and Training, 35, 27–31.
43. Nunnally, J.C. (1988) Psychometric Theory. McGraw-Hill Book Company, Englewood-Cliffs, NJ.
44. Oldfield, B.M. & Baron, S. (2000) Student perceptions of service quality in a UK university business and management faculty. Quality Assurance in Education, 8, 85–95.
45. Owlia. M.S. & Aspinwall, E.M. (1996) A framework for the dimensions of quality in higher education. Quality Assurance in Education, 4, 12–20.
46. Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1991a) Refinement and reassessment of the SERVQUAL Scale. Journal of Retailing, 67, 420–450.
47. Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1991b) More on improving service quality measurement. Journal of Retailing, 69, 140–147.
48. Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985) A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41–50.
49. Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12–40.
50. Peter, J.P. (1979) Reliability: a review of psychometric badics and recent marketing practices. Journal of Marketing Research, 16, 6–17.
51. Rencher, A.C. (2002) Methods of Multivariate Analysis, 2nd edn. Wiley, New York, NY.
52. Rigotti, S. & Pitt, L. (1992) SERVQUAL as a measuring instrument for service provider gaps in business schools. Management Research News, 15, 9–17.
53. Robinson, S. (1999) Measuring service quality: current thinking and future requirements. Marketing Intelligence & Planning, 17, 21–32.
54. Soutar, G. & McNeil, M. (1996) Measuring service quality in a tertiary institution. Journal of Educational Administration, 34, 72–82.
55. Stewart, J.D. & Walsh, K. (1989) In Search of Quality. Local Government Training Board, Luton.
56. Surprenant, C. & Solomon, M. (1987) Predictability and personalization in the service encounter. Journal of Marketing, 51, 73–80.
57. Tabachnick, B.G. & Fidell, L.S. (1989) Using Multivariate Statistics, 2nd edn. New HarperCollins Publishers, New York, NY.
58. Teas, R.K. (1993) Expectations, performance evaluation, and consumers’ perceptions of quality. Journal of Marketing, 57, 18–34.
59. Wagner, E.E., Alexander, R.A., Roos, G. & Adair, H. (1986) Optimum split-half reliabilities for the Rorschach: projective techniques are more reliable than we think. Journal of Personality Assessment, 50, 107–112.
60. Weaver, T. (1976) What is good of higher education? Higher Education Review, 8, 3–14.
61. Zeithaml, V.A., Parasuraman, A. & Berry, L.L. (1985) Problems and strategies in services marketing. Journal of Marketing, 49, 33–46.