A hierarchical model of service quality in higher education institutions

• Main Authors: Isip, Marc Immanuel G., Li, Richard C.
• Format: text
• Published: Animo Repository 2017
• Subjects: Public universities and colleges > Philippines—Quality control; Operations Research, Systems Engineering and Industrial Engineering
• Online Access: https://animorepository.dlsu.edu.ph/faculty_research/4339
• Institution: De La Salle University

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.