A Quest for Service Quality in Higher Education: Empirical Evidence from Sri Lanka. Issue 2 (2nd April 2016)

• Record Type: Journal Article
• Authors: Chanaka Ushantha, R. A.; Samantha Kumara, P. A. P.
• Is Part Of: Services marketing quarterly. Volume 37:Issue 2(2016)
• Page Start: 98
• Page End: 108
• Publication Date: 2016-04-02
• Subjects: HEdPERF scale -- higher education -- service quality -- Sri Lanka; Marketing -- Periodicals; Service industries -- Periodicals; 658.8
• DOI: 10.1080/15332969.2016.1154731
• Languages: English
• ISSNs: 1533-2969

Abstract

ABSTRACT: This study endeavors to address the service quality of a higher education institute in Sri Lanka from the students' perspective. Data were collected through a structured questionnaire from 250 randomly selected full-time students. The HEdPERF scale was adapted to measure the service quality perceptions of higher education. Cronbach's alpha values were used to examine the internal consistency of the HEdPERF dimensions. Multiple regression analysis was conducted to examine how service dimensions contribute to the service quality perception. It was found that only access and nonacademic dimensions have significant contributions to the service quality perceptions in higher education context.