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Journal cover: Quality Assurance in Education

Quality Assurance in Education

ISSN: 0968-4883

Online from: 1993

Subject Area: Education

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Performance-based service quality model: an empirical study on Japanese universities


Document Information:
Title:Performance-based service quality model: an empirical study on Japanese universities
Author(s):Parves Sultan, (School of Commerce and Marketing, Central Queensland University, Rockhampton, Australia), Ho Wong, (School of Commerce and Marketing, Central Queensland University, Rockhampton, Australia)
Citation:Parves Sultan, Ho Wong, (2010) "Performance-based service quality model: an empirical study on Japanese universities", Quality Assurance in Education, Vol. 18 Iss: 2, pp.126 - 143
Keywords:Customer services quality, Higher education, Japan, Universities
Article type:Research paper
DOI:10.1108/09684881011035349 (Permanent URL)
Publisher:Emerald Group Publishing Limited
Acknowledgements:The authors are thankful primarily to the editor(s) and reviewers for their comments in preparing this study. The authors also extend gratitude to the respondents of this study, the Ritsumeikan Centre for Asia Pacific Studies for funding this research project and the Japan International Cooperation Agency for adequate support during stay at Japan. The authors are also thankful to Professor Dr Richard Berwick and Professor Dr Dipendra Sinha of the Ritsumeikan Asia Pacific University, Japan for their unanimous support.
Abstract:

Purpose – This paper aims to develop and empirically test the performance-based higher education service quality model.

Design/methodology/approach – The study develops 67-item instrument for measuring performance-based service quality with a particular focus on the higher education sector. Scale reliability is confirmed using the Cronbach's alpha. The principle component analysis followed by a Varimax method is used to extract the factor loadings.

Findings – The results are satisfactory in terms of factor analysis, reliability and validity tests. Based on the overall loaded items, the eight dimensions are named. They are dependability, effectiveness, capability, efficiency, competencies, assurance, unusual situation management, and semester and syllabus.

Research limitations/implications – Although the empirical results are significant, a comparative study can identify relative strengths of this model.

Practical implications – This study underlines some critical dimensions and related attributes on which the higher institutions should concentrate their efforts to improve quality.

Originality/value – This study is worth doing because it takes samples from international students studying at Japanese universities. This study also attempts to develop a comprehensive approach for scale development in measuring service quality for higher education institutes.



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