HEdPERF versus SERVPERF: The quest for ideal measuring instrument of service quality in higher education sector
Abstract
Purpose
The purpose of this paper is to empirically test a new industry‐specific scale, HEdPERF (Higher Education PERFormance) to capture the authentic determinants of service quality within higher education sector.
Design/methodology/approach
The primary goal of this research was to test and compare the relative efficacy of HEdPERF against SERVPERF in order to determine which instrument had the superior measuring capability.
Findings
In terms of unidimensionality, reliability, and validity, HEdPERF explained variance within the higher education setting better in comparison to SERVPERF.
Research limitations/implications
Since this study only examined the respective utilities of each instrument within a single industry, in only one national setting, any suggestion that the HEdPERF is generally superior would still be premature.
Practical implications
The current findings do provide some important insights into how the instruments of service quality compare with one another, in a typical higher education context.
Originality/value
An attempt is made in the paper, to develop critical insights into comparative evaluation of service quality measurement instruments.
Keywords
Citation
Abdullah, F. (2005), "HEdPERF versus SERVPERF: The quest for ideal measuring instrument of service quality in higher education sector", Quality Assurance in Education, Vol. 13 No. 4, pp. 305-328. https://doi.org/10.1108/09684880510626584
Publisher
:Emerald Group Publishing Limited
Copyright © 2005, Emerald Group Publishing Limited