Measuring service quality in higher education : HEdPERF versus SERVPERF

  title={Measuring service quality in higher education : HEdPERF versus SERVPERF},
  author={Firdaus M Abdullah},
Purpose – This paper aims to test and compare the relative efficacy of three measuring instruments of service quality (namely Higher Education PERFormance (HEdPERF), SERVPERF and the moderating scale of HEdPERF-SERVPERF) within a higher education setting. The objective was to determine which instrument had the superior measuring capability in terms of unidimensionality, reliability, validity and explained variance. Design/methodology/approach – After a pilot test, data were collected from… CONTINUE READING
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