PHEISQUAL: A Scale to Measure Service Quality of Professional Higher Educational Institute From Faculty Perspective

Abstract

This paper studies the service quality (SQ) of higher education institutes (HEI), offering professional courses from the perspective of faculty as they are the service providers as well as a major stakeholder in the educational arena. PHEISQUAL (Professional higher education institute service quality) scale has been developed to measure the service quality of HEI offering professional course using mixed methodology. Four factors namely—Training & Placement, Faculty Resource, Learning Infrastructure, and Assessment & Evaluation have been extracted. The scale has been subjected to rigorous analysis of scale development process and has complied with same. Thus this study accrues a new instrument to measure service quality of professional institutes offering higher education by taking into account the technical as well as operational factors.