Measuring service quality in higher education: three instruments compared

Abstract

Measuring the quality of service in higher education is increasingly important, particularly as fees introduce a more consumerist ethic amongst students. This paper aims to test and compare the relative efficacy of three measuring instruments of service quality (namely 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. Tests were conducted utilizing a sample of higher education students, and the findings indicated that HEdPERF scale resulted in more reliable estimations, greater criterion and construct validity, greater explained variance, and consequently was a better fit than the other two instruments. Consequently, a modified five‐factor structure of HEdPERF is put forward as the more superior scale for the higher education sector.