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ERIC Number: EJ1057404
Record Type: Journal
Publication Date: 2015
Pages: 17
Abstractor: As Provided
Reference Count: 79
ISSN: ISSN-0040-0912
A Confirmatory Factor Analysis for SERVPERF Instrument Based on a Sample of Students from Syrian Universities
Mahmoud, Ali Bassam; Khalifa, Bayan
Education & Training, v57 n3 p343-359 2015
Purpose: The purpose of this paper is to confirm the factorial structure of SERVPERF based on an exploration of its dimensionality among Syrian universities' students. It also aimed at assessing the perceived service quality offered at these universities. Design/methodology/approach: A cross-sectional survey was conducted targeting students at Syrian universities. Using a pilot sample of 40 students, the authors developed their hypotheses. Thereafter, based on a sample of 259 students, the hypotheses were tested using structural equation modeling and one-sample t-test. Findings: The findings revealed that SERVPERF in the Syrian universities' context was a three-factor instrument consisting of the three dimensions: faculty-individualized attention, support staff helpfulness, and support staff empathy. Moreover, the findings showed that students at Syrian universities hold negative perceptions toward all of the three service quality dimensions provided by their universities. Practical implications: Given the imperative need for universities to monitor and improve the quality of their services, this study can help Syrian universities' administrations understand the perceptions of their students toward services offered, which can help them formulate effective marketing strategies. Originality/value: This paper came to be one of the first studies that attempted to assess the perceived quality of services offered through the Syrian higher education system. Additionally, this study pioneered through drawing a factorial picture for SERVPERF at the Syrian Arab context.
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Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Syria