Service quality measurement for secondary school setting
Abstract
Purpose
The purpose of this paper is to develop and evaluate a service quality measurement scale for a secondary school setting in Mauritius.
Design/methodology/approach
Research was conducted in two stages. First, a focus group method with the educators was used to identify the service quality dimensions and scale items. Study 2 used the exploratory factor analysis to group the service dimensions into latent “service factors”. The sample data were collected through a survey among educators from secondary schools.
Findings
Factor analysis was used to develop a valid and reliable service quality measurement scale. The results of this study indicated that secondary education service quality is a multidimensional construct made up of five dimensions, namely school facilities, reliability, responsiveness, empathy and assurance-discipline.
Research limitations/implications
Since, the study took place in only one of the four secondary educational zones in Mauritius, increasing the sample base in terms of zones, number of schools and respondents could provide safer generalisations of findings.
Practical implications
This study provided insights for school administrators. The five dimensions clarified how educators form their quality perceptions toward the secondary schools. The study provides a useful tool for regular monitoring of quality in order to identify strengths and areas of improvement in the secondary education setting.
Originality/value
This paper extends the service quality scale into the secondary school context. The proposed new scale expresses main service quality parameters that secondary schools could cater for to evaluate service delivery.
Keywords
Citation
Ramseook-Munhurrun, P. and Nundlall, P. (2013), "Service quality measurement for secondary school setting", Quality Assurance in Education, Vol. 21 No. 4, pp. 387-401. https://doi.org/10.1108/QAE-05-2011-0025
Publisher
:Emerald Group Publishing Limited
Copyright © 2013, Emerald Group Publishing Limited