ClassroomQual: a scale for measuring the use-of-classrooms-for-teaching–learning service quality

References

• Abdullah, F. (2006a). Measuring service quality in higher education: HEdPERF versus SERVPERF. Marketing Intelligence & Planning, 24(1), 31–47. doi: 10.1108/02634500610641543
   Web of Science ®Google Scholar
• Abdullah, F. (2006b). The development of HEdPERF: A new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30(6), 569–581. doi: 10.1111/j.1470-6431.2005.00480.x
   Google Scholar
• Annamdevula, S., & Bellamkonda, R. (2012). Development of HiEdQUAL for measuring service quality in Indian higher education sector. International Journal of Innovation, Management and Technology, 3(4), 412–416. doi: 10.7763/IJIMT.2012.V3.265
   Google Scholar
• Astin, A. (1993). What matters in college? Four critical years revisited. San Francisco, CA: Jossey-Bass.
   Google Scholar
• Babin, B., & Boles, J. (1998). Employee behavior in a service environment: A model and test of potential differences between men and women. Journal of Marketing, 62(2), 77–91. doi: 10.2307/1252162
   Web of Science ®Google Scholar
• Barani, G., & Kumar, R. (2013). The impact of service quality and scholars delightfulness of ASHE in private universities of Tamilnadu, India. Life Science Journal, 10(1), 2801–2809.
   Web of Science ®Google Scholar
• Bollen, K. (1989). Structural equations with latent variables. New York, NY: John Wiley and Sons.
   Google Scholar
• Browne, M. (1984). Asymptotically distribution-free methods for the analysis of covariance structures. British Journal of Mathematical and Statistical Psychology, 37, 62–83. doi: 10.1111/j.2044-8317.1984.tb00789.x
   PubMed Web of Science ®Google Scholar
• Carreras, E. (2006). El pronóstico en modelos estructurales: predecir la satisfacción latente. En J. Lévy & J. Varela (Dir. y Comp.). Modelización con estructuras de covarianzas en ciencias sociales (pp. 453–488). La Coruña, España: Editorial Netbiblo S.L. (Editora: Seco, C).
   Google Scholar
• Chen, N., Huang, S., Shu, S., & Wang, T. (2013). Market segmentation, service quality, and overall satisfaction: Self-organizing map and structural equation modeling methods. Quality & Quantity, 47(2), 969–987.
   Google Scholar
• Chua, C. (2004). Perception of quality in higher education. In R. Carmichael (Ed.), Quality in a time of change, Proceedings of the Australian Universities Quality Forum (Vol. 4, pp. 181–187). Melbourne: AUQA Occasional Publication.
   Google Scholar
• Cronin, J., & Taylor, S. (1992). Measuring service quality: Re-examination and extension. Journal of Marketing, 56(3), 56–68. doi: 10.2307/1252296
   Web of Science ®Google Scholar
• Dlačića, J., Arslanagićb, M., Kadić-Maglajlićb, S., Markovićc, S., & Raspord, S. (2014). Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling. Total Quality Management & Business Excellence, 25(1–2), 141–157. doi: 10.1080/14783363.2013.824713
   Web of Science ®Google Scholar
• Firdaus, A. (2006). Measuring service quality in higher education: Three instruments compared. International Journal of Research & Method in Education, 29(1), 71–89. doi: 10.1080/01406720500537445
   Google Scholar
• Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement errors. Journal of Marketing Research, 18, 39–50. doi: 10.2307/3151312
   Web of Science ®Google Scholar
• Franke, N., Von, H. E., & Schreier, M. (2006). Finding commercially attractive user innovations: A test of lead-user theory. Journal of Product Innovation Management, 23(4), 301–315. doi: 10.1111/j.1540-5885.2006.00203.x
   Web of Science ®Google Scholar
• Godino, J. (2011, May 13). Indicadores de la idoneidad didáctica de procesos de enseñanza y aprendizaje de las matemáticas. Conferência Interamericana de Educação matemática-ciaem, Recife, Brasil.
   Google Scholar
• Grönroos, C. (1992). Service management and marketing: Managing the moments of truth inservice competition. New York, NY: Maxwell Macmillan International Student Editions.
   Google Scholar
• Hair, J., Anderson, R., & Tatham, R. (1998). Multivariate data analysis (5th ed.). Upper Saddle River, NJ: Prentice-Hall.
   Google Scholar
• Hayes, B. (2002). Cómo medir la satisfacción del cliente. Desarrollo y utilización de cuestionarios (3ª ed.). Barcelona: Gestión 2000.
   Google Scholar
• Hittman, J. (1993). TQM and CQI in post secondary education. Quality Progress, 26, 77–80.
   Google Scholar
• Hu, L.-T., & Bentler, P. M. (1995). Evaluating model fit. In R. H. Hoyle (Ed.), Structural equation modeling: Concepts, issues, and applications (pp. 76–99). Thousand Oaks, CA: Sage.
   Google Scholar
• Icli, G., & Anil, N. (2014). The HEDQUAL scale: A new measurement scale of service quality for MBA programs in higher education. South African Journal of Business Management, 45(3), 31–43.
   Web of Science ®Google Scholar
• Jiewanto, A., Laurens, C., & Nelloh, L. (2012). Influence of service quality, university image, and student satisfaction toward WOM intention: A case study on Universitas Pelita Harapan Surabaya. Procedia-Social and Behavioral Sciences, 40, 16–23. doi: 10.1016/j.sbspro.2012.03.155
   Google Scholar
• Jöreskog, K., & Sörbom, D. (1993). LISREL 8 user's reference guide. Chicago: Scientific Software International.
   Google Scholar
• Kadhim, R., Taqi, B., & Shuaibu, B. (2012). Development a prototype of academic performance among university students. International Journal of Independent Research Studies, 1(1), 39–49.
   Google Scholar
• Kenny, D. A. (1979). Correlation and causality. New York, NY: Wiley-Interscience.
   Google Scholar
• Kessler, S. (1995). Total quality service: A simplified approach to using the Baldrige award criteria. Milwaukee: ASQC Quality Press.
   Google Scholar
• Kiran, K., & Diljit, S. (2012). Modeling web-based library service quality. Library & Information Science Research, 34, 184–196. doi: 10.1016/j.lisr.2012.02.005
   Web of Science ®Google Scholar
• Koni, A., Zainal, K., & Ibrahim, M. (2013). An assessment of the services quality of Palestine Higher Education. International Education Studies, 6(2), 33–48.
   Google Scholar
• Lam, E., & Bae, J. (In press). Confirmatory factor análisis of the purchaser style inventory for sport products (PSISP). Sport Management Review.
   Google Scholar
• Law, D. (2013). Initial assessment of two questionnaires for measuring service quality in the Hong Kong post-secondary education context. Quality Assurance in Education, 21(3), 231–246. doi: 10.1108/QAE-Sep-2012-0034
   Google Scholar
• Marsh, H. (1987). Students’ evaluations of university teaching: Research findings, methodological issues, and directions for future research. International Journal of Educational Research, 11(3), 253–388. doi: 10.1016/0883-0355(87)90001-2
   Google Scholar
• Marshall, G., & Murdoch, I. (2001). Service quality in the marketing of consulting engineers. International Journal of Construction Marketing, 3, 534–559.
   Google Scholar
• Mattick, R., & Clarke, J. (1998). Development and validation of measures of social phobia scrutiny fear and social interaction anxiety. Behaviour Research and Therapy, 36(4), 455–470. doi: 10.1016/S0005-7967(97)10031-6
   PubMed Web of Science ®Google Scholar
• Miller, R., & Brooks, N. (2010). Class service quality: Moving beyond SERVQUAL. Proceedings of the information systems educators conference (ISECON) (Vol. 27, No. 1394, pp. 1–8), Nashville, TN.
   Google Scholar
• Mohamad, A., Hassan, Z., Rahman, S., & Ghouri, A. (2012). Educational service quality at public higher educational institutions: A proposed framework and importance of the sub-dimensions. International Journal of Economics Business and Management Studies, 1(2), 36–49.
   Google Scholar
• Muñoz, L., & Pérez, J. (2013). Calidad del servicio de uso de aulas para la enseñanza-aprendizaje desde la perspectiva del estudiante. Universidad, ciencia y Tecnología, 17(69), 161–169.
   Google Scholar
• Nóbrega, K. (1997). Gestão da qualidade em serviços (Doctoral dissertation). Escola Politécnica - Departamento de Engenharia de Produção, Universidade de São Paulo, São Paulo, Brazil.
   Google Scholar
• Nóbrega, K., Mendonca, C., De Souza, T., & Campos, D. (2010). The importance of central, complementary and supplementary services offered by a university in students’ retention (Working Paper). Natal – RN: Universidade Potiguar.
   Google Scholar
• Nunnally, J. (1987). Teoría Psicométrica. Méjico: Trillas.
   Google Scholar
• Pallant, J. (2007). SPSS survival manual: A step-by-step guide to data analysis using SPSS for windows (3rd ed.). Sydney: Allen & Unwin.
   Google Scholar
• Parasuraman, A., Berry, L., & Zeithaml, V. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420–450.
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
   Web of Science ®Google Scholar
• Pérez, J., & Muñoz, L. (2014). Espacio literario relevante sobre la evaluación de la calidad del servicio: países de realización de los estudios, índices de fiabilidad, hipótesis y desafíos. Ingeniería Investigación y Tecnología, UNAM, XV(3), 479–492.
   Google Scholar
• Podsakoff, P., MacKenzie, S., Lee, J., & Podsakoff, N. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879–903. doi: 10.1037/0021-9010.88.5.879
   PubMed Web of Science ®Google Scholar
• Quinn, A., Lemay, G., Larsen, P., & Johnson, D. (2009). Service quality in higher education. Total Quality Management & Business Excellence, 20(2), 139–152. doi: 10.1080/14783360802622805
   Web of Science ®Google Scholar
• Rasli, A., Shekarchizadeh, A., & Iqbal, M. (2012). Perception of service quality in higher education: Perspective of Iranian students of Malaysian universities. International Journal of Economics and Management, 6(2), 201–220.
   Google Scholar
• Reeves, C., & Bednar, D. (1994). Defining quality: Alternatives and implications. The Academy of Management Review, 19(3), 419–445.
   Web of Science ®Google Scholar
• Rial, A., Valera, J., Abalo, J., & Lévy, J. (2006). El análisis factorial confirmatorio. En: Lévy, J., &Varela, J. (Dir. y Comp.), Modelización con estructuras de covarianzas en ciencias sociales (pp. 119–143). La Coruña, España: Editorial Netbiblo S.L. (Editora: Seco, C).
   Google Scholar
• de Rijke, P., & Plucker, J. A. (2011). Getting what we wish for: The realities of business education for a global economy. Business Horizons, 54, 375–382. doi: 10.1016/j.bushor.2011.03.004
   Web of Science ®Google Scholar
• Rodríguez, M., & Ruiz, M. (2008). Atenuación de la asimetría y de la curtosis de las puntuaciones observadas mediante transformaciones de variables: Incidencia sobre la estructura factorial. Psicológica, 29(2), 205–227.
   Google Scholar
• Schneider, B., Hanges, P., Goldstein, H., & Braverman, E. (1994). Do customer service perceptions generalize? The case of student and chair ratings of faculty effectiveness. Journal of Applied Psychology, 79(5), 685–690. doi: 10.1037/0021-9010.79.5.685
   Web of Science ®Google Scholar
• Shank, M., Walker, M., & Hayes, T. (1995). Understanding professional service expectation: Do we know what our students expect in quality education? Journal of Professional Services Marketing, 13(1), 71–89. doi: 10.1080/15332969.1995.9985207
   Google Scholar
• Sheeja, V., Krishnaraj, R., & Harindranath, R. (2014). Evaluation of higher education service quality scale in pharmaceutical education. International Journal of Pharmaceutical Sciences Review & Research, 28(2), 263–266.
   Google Scholar
• Sorayael, A., Ahangar, R., Kasiri, E., & Baharami, A. (2013). An investigation into the determinant of service quality among management students (empirical study of Iranian students). Research Journal of Applied Sciences, Engineering and Technology, 5(16), 1883–1891.
   Google Scholar
• Stodnick, M., & Rogers, P. (2008). Using SERVQUAL to measure the quality of the classroom experience. Decision Sciences Journal of Innovative Education, 6(1), 115–132. doi: 10.1111/j.1540-4609.2007.00162.x
   Google Scholar
• Stukalina, Y. (2014). Identifying predictors of student satisfaction and student motivation in the framework of assuring quality in the delivery of higher education services. Business, Management and Education, 12(1), 127–137. doi: 10.3846/bme.2014.09
   Google Scholar
• Temtime, Z., & Mmereki, R. (2011). Challenges faced by graduate business education in Southern Africa: Perceptions of MBA participants. Quality Assurance in Education, 19(2), 110–129. doi: 10.1108/09684881111125023
   Google Scholar
• Thompson, K., Haddad, L., & Smith, S. (2014). Reliability and validity of the postepidural fall risk assessment score. Journal of Nursing Care Quality, 29(3), 263–268. doi: 10.1097/NCQ.0000000000000043
   PubMed Web of Science ®Google Scholar
• West, S., Finch, J., & Curran, P. (1995). Structural equation models with non-normal variables. In R. H. Hoyle (Ed.), Structural equation modeling: Concepts, issues and applications (pp. 56–75). Thousand Oaks, CA: Sage.
   Google Scholar
• Yeo, R., & Li, J. (2012). Beyond SERVQUAL: The competitive forces of higher education in Singapore. Total Quality Management & Business Excellence, 25(1–2), 95–123. doi: 10.1080/14783363.2011.637802
   Web of Science ®Google Scholar
• Yildiz, S. M. (2012). Instruments for measuring service quality in sport and physical activity services. Collegium Antropologicum, 36(2), 689–696.
   PubMed Web of Science ®Google Scholar
• Yildiz, S. (2014). Service quality evaluation in the school of physical education and sports: An empirical investigation of students’ perceptions. Total Quality Management, 25(1), 80–94. doi: 10.1080/14783363.2011.637804
   Google Scholar
• Zhao, X. (2012). A review on service quality and student satisfaction of higher education. Soft Computing in Information Communication Technology, Advances in Soft Computing, 158, 115–122. doi: 10.1007/978-3-642-29148-7_17
   Google Scholar
• Zulkefli, N., & Uden, L. (2013). A service quality framework for higher education from the perspective of service dominant logic. Advances in Intelligent Systems and Computing, 172, 307–317. doi: 10.1007/978-3-642-30867-3_28
   Google Scholar