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ERIC Number: EJ801769
Record Type: Journal
Publication Date: 2005
Pages: 24
Abstractor: As Provided
Reference Count: 60
ISSN: ISSN-0968-4883
HEdPERF versus SERVPERF: The Quest for Ideal Measuring Instrument of Service Quality in Higher Education Sector
Abdullah, Firdaus
Quality Assurance in Education: An International Perspective, v13 n4 p305-328 2005
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. (Contains 1 figure and 6 tables.)
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Publication Type: Journal Articles; Reports - Evaluative
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A