TY - JOUR
T1 - Measurement of perceived service quality in higher education institutions
T2 - a review of hedperf scale use
AU - Silva, Danilo Soares
AU - Moraes, Gustavo Hermínio Salati Marcondes de
AU - Makiya, Ieda Kanashiro
AU - Cesar, Francisco Ignácio Giocondo
N1 - Publisher Copyright:
© 2017, © Emerald Publishing Limited.
PY - 2017
Y1 - 2017
N2 - 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.
AB - 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.
KW - HEdPERF scale
KW - Higher education institutions
KW - Service performance
KW - Service quality
UR - http://www.scopus.com/inward/record.url?scp=85029421353&partnerID=8YFLogxK
U2 - 10.1108/qae-10-2016-0058
DO - 10.1108/qae-10-2016-0058
M3 - Review article
SN - 0968-4883
VL - 25
SP - 415
EP - 439
JO - Quality Assurance in Education
JF - Quality Assurance in Education
IS - 4
ER -
