A hierarchical model of service quality in higher education institutions

College

Gokongwei College of Engineering

Department/Unit

Industrial Engineering

Document Type

Article

Source Title

Industrial Engineering and Management Systems

Volume

16

Issue

4

First Page

632

Last Page

646

Publication Date

12-1-2017

Abstract

A need to develop a multi-perspective assessment tool that will measure the institutional quality of service of public HEIs in the Philippines has been realized. Thus this study aims to propose a hierarchical conceptual model of service quality in public HEIs. Moreover, this study offers an industry-specific model of service quality, which can provide a foundation for further research regarding perceived service quality and a practical assessment tool for assessing quality in HEIs. The model underwent three phases of development. Analysis of data from 872 respondents from three state universities indicates that the proposed model passed the tests for sample adequacy, reliability, and discriminant /convergent validity. Moreover, model showed strong absolute and incremental fit indices. The model is composed of three levels with 71 variables representing 6 quality dimensions (Teaching Achievement, Research Capability, Delivery, Student Competence, Continuous Improvement, and Content) and 19 sub-dimensions. © 2017 KIIE.

html

Digitial Object Identifier (DOI)

10.7232/iems.2017.16.4.632

Disciplines

Operations Research, Systems Engineering and Industrial Engineering

Keywords

Public universities and colleges--Philippines—Quality control

Upload File

wf_no

This document is currently not available here.

Share

COinS