HEdPERF - Higher Education PERFormanceonly
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"This paper describes the methodological development of HEdPERF (Higher Education PERFormanceonly), a new measuring instrument of service quality that captures the authentic determinants of service quality within the higher education sector." Developed "a new measurement scale that incorporates not only the academic components, but also aspects of the total service environment as experienced by the student.
Factor 1: non-academic aspects. This factor consists of items that are essential to enable students fulfil their study obligations, and it relates to duties carried out by non-academic staff. • Factor 2: academic aspects. The items that describe this factor are solely the responsibilities of academics. • Factor 3: reputation. This factor is loaded with items that suggest the importance of higher learning institutions in projecting a professional image. • Factor 4: access. This factor consists of items that relate to such issues as approachability, ease of contact, availability and convenience. • Factor 5: programmes issues. This factor emphasizes the importance of offering wide ranging and reputable academic programmes/specializations with flexible structure and syllabus. • Factor 6: understanding. It involves items related to understanding students’ specific need
- 41 items
- "Research findings confirmed that the six dimensions, namely, non-academic aspects, academic aspects, reputation, access, program issues and understanding were distinct and conceptually clear.
- 7 point likert scale
- "Empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis (CFA).
- Knowledgeable in course content
- Caring and courteous
- Academic facilities
- Positive attitude
- Confidentiality of information
- Feedback for improvement