Measurement of Perceived Service Quality in Higher Education Institutions: A Review of HEdPERF Scale Use

Autor/inn/en	Silva, Danilo Soares; de Morales, Gustavo Hermínio Salati Marcondes; Makiya, Ieda Kanashiro; Cesar, Francisco Ignácio Giocondo
Titel	Measurement of Perceived Service Quality in Higher Education Institutions: A Review of HEdPERF Scale Use
Quelle	In: Quality Assurance in Education: An International Perspective, 25 (2017) 4, S.415-439 (25 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0968-4883
DOI	10.1108/QAE-10-2016-0058
Schlagwörter	Higher Education; Performance; Measures (Individuals); College Students; Educational Quality; Literature Reviews; Foreign Countries; Measurement; Brazil; China; Croatia; India; Malaysia; Portugal; Sri Lanka; Turkey + Suchen Sie Ihr Suchwort? Hochschulbildung; Hochschulsystem; Hochschulwesen; Achievement; Leistung; Messdaten; Collegestudent; Quality of education; Bildungsqualität; Ausland; Messverfahren; Brasilien; Kroatien; Indien; Ceylon; Türkei
Abstract	Purpose: This study aims to find evidence of the HEdPERF scale use for measuring the perceived service quality from the perspective of students in higher education institutions (HEIs) worldwide. Design/methodology/approach: A systematic review of the literature was conducted to find evidence of the scale use in articles published between January 2005 and May 2017, according to databases Emerald, SciELO, Scopus, Web of Science, and Wiley Online Library. The articles were searched on the databases on Jun 17, 2017 and at the end of the selection of articles, were kept 12 distinct documents. Findings: The articles found pointed towards classic SERVQUAL and SERVPERF scales as being well substantiated for measuring perceived service quality. The HEdPERF scale was applied in articles about perceived service quality in HEI in studies in Brazil, China, Croatia, India, Malaysia, Portugal, Sri Lanka and Turkey. Originality/value: The paper attempts to gather some articles on the measurement of service quality in higher education institutions, by the HEdPERF scale use. This study indicates that SERVPERF scale can also be an appropriate model to measure service quality in HEI context, that is, it is not yet possible to defend a single instrument as a standard for this purpose. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2020/1/01