Corpus ID: 210551161

Comparing alternative instruments to measure service quality in higher education

  title={Comparing alternative instruments to measure service quality in higher education},
  author={A. Oliveira-Brochado and R. Marques},
The purpose of this work is to examine the performance of five alternative measures of service quality in the high education sector – SERVQUAL (Service Quality), Importance-weighted SERVQUAL, SERVPERF (Service Performance), Importance-weighted SERVPERF and HedPERF (Higher Education Performance). We aim at determining which instrument has the superior measurement capability. Data were collected by means of a structured questionnaire containing perception items enhanced from the SERVPERF and… Expand
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