Service Quality in Higher Education: An Exploratory Study

Abstract

In pursuit of excellence it is increasingly important to identify demands and values of customers. Service quality has been identified as one such demand. Thus, the purpose of the current study is to develop a multidimensional scale to measure service quality of higher education. A questionnaire consisting of 43 items was developed to measure the construct and its dimensions. Construct validation using exploratory factor analysis showed an interpretable latent structure consisting of twelve factors. Thus it is concluded that service quality in higher education setting comprises of twelve factors such as visual appeal, outcome, campus, reputation, input quality (students), industry interaction, support facilities, input quality (faculty), inter personal relationships, curriculum, academic facilities and processes.