Measurement of perceived service quality in higher education institutions

Abstract

Purpose This study aims to find evidence of the HEdPERF scale use for measuring the perceived service quality from the perspective of students in higher education institutions (HEIs) worldwide. Design/methodology/approach A systematic review of the literature was conducted to find evidence of the scale use in articles published between January 2005 and May 2017, according to databases Emerald, SciELO, Scopus, Web of Science, and Wiley Online Library. The articles were searched on the databases on Jun 17, 2017 and at the end of the selection of articles, were kept 12 distinct documents. Findings The articles found pointed towards classic SERVQUAL and SERVPERF scales as being well substantiated for measuring perceived service quality. The HEdPERF scale was applied in articles about perceived service quality in HEI in studies in Brazil, China, Croatia, India, Malaysia, Portugal, Sri Lanka and Turkey. Originality/value The paper attempts to gather some articles on the measurement of service quality in higher education institutions, by the HEdPERF scale use. This study indicates that SERVPERF scale can also be an appropriate model to measure service quality in HEI context, that is, it is not yet possible to defend a single instrument as a standard for this purpose.

Impact of HEdPERF on Students’ Satisfaction and Academic Performance in Ghanaian Universities; Mediating Role of Attitude towards Learning

“…[14] have pointed out that, HEdPERF is the most developed scale in the literature to measure service quality in higher education. Since 2014, some researchers have used HEdPERF scale to measure service quality but they remain few when compared with SERVQUAL and SERVPERF [17]. It is therefore interesting to undertake research on HEdPERF scale on Private University students' satisfaction and academic performance to meet academic interest and managerial performance.…”

Chất lượng dịch vụ giáo dục đại học theo mô hình IPA tại trường Đại học Tài chính – Marketing

“…Joseph và Joseph (1997) viên tìm công việc phù hợp. Chính chương trình đào tạo tốt sẽ mang đến những chất lượng dịch vụ giáo dục đại học tốt đáp ứng mục tiêu giáo dục đề ra (Joseph, M. and Joseph, B., 1997); (Firdaus, 2006); (Tsinidou, M & et al, 2010); (Vijaya Sunder, 2015); (Silva & et al, 2017).…”

Quality conventions in the exported Finnish master’s degree programme in teacher education in Indonesia

“…In previous education export studies, quality of education has been one of the main concerns from the perspective of culturally bound learning and teaching experiences (Pyvis 2011;Sharp 2017), of students' satisfaction with receiving education and support services (Silva et al 2017), as well as of jurisdictional conditions set for education export activities in the provider's country of origin and the destination country (Coates and Mahat 2014). In these studies, one of the main conclusions is that cultural context impacts the way quality of learning is experienced by the students (Pyvis 2011).…”

“…At the same time, increasing demands to be active in a global knowledge market force higher education institutions (HEIs) to consider quality more and more as fitness-for-use, by emphasizing a users' (i.e. students and clients) approach (Marginson 2006;Silva et al 2017) and giving more space to international reputation and value-for-money aspects (Marginson 2006).…”