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Developing A SERVQUAL-Based Scale for Measuring Student Satisfaction with Academic Service in Higher Education.

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Title: Developing A SERVQUAL-Based Scale for Measuring Student Satisfaction with Academic Service in Higher Education.
Authors: Yosef1 josephbarus@unsri.ac.id, Ibrahim, Arief Rachman1, Yusup, Muhammad1, Wicaksono, Damar Tutur1, Amalia, Putri1
Source: Education Quarterly Reviews. Dec2023, Vol. 6 Issue 4, p146-158. 12p.
Subject Terms: *Higher education, *Student satisfaction, *College students, SERVQUAL (Service quality framework), Quality assurance
Abstract: Assessing student satisfaction with academic services provided by higher education institutions has always been a challenging task. This study aimed to create a valid, reliable, and practical web-based student satisfaction scale (SSS) through a design and validation stage. Applying the SERVQUAL model in this development research, during the design stage, the SSS consisted of three subscales with 32 items. These items were established and validated through expert review for content validity, pilot testing for practicality, and a main test for concurrent validity. The results showed that the it had an acceptable level of content validity with I-CVI scores ranging from .80 to 1.00 and an S-CVI of .90. It also met practicality criteria with an S-SPI of 0.9. The concurrent validity of the SSS ranged from .665 to .999, and reliability was .888 to .999. These findings suggest that the SSS met valid, reliable, and practical criteria. It has diagnostic and predictive value for improving quality assurance purposes. [ABSTRACT FROM AUTHOR]
Copyright of Education Quarterly Reviews is the property of Asian Institute of Research and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Education Research Complete
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DbLabel: Education Research Complete
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PubType: Academic Journal
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  Data: Developing A SERVQUAL-Based Scale for Measuring Student Satisfaction with Academic Service in Higher Education.
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  Data: <searchLink fieldCode="JN" term="%22Education+Quarterly+Reviews%22">Education Quarterly Reviews</searchLink>. Dec2023, Vol. 6 Issue 4, p146-158. 12p.
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  Data: *<searchLink fieldCode="DE" term="%22Higher+education%22">Higher education</searchLink><br />*<searchLink fieldCode="DE" term="%22Student+satisfaction%22">Student satisfaction</searchLink><br />*<searchLink fieldCode="DE" term="%22College+students%22">College students</searchLink><br /><searchLink fieldCode="DE" term="%22SERVQUAL+%28Service+quality+framework%29%22">SERVQUAL (Service quality framework)</searchLink><br /><searchLink fieldCode="DE" term="%22Quality+assurance%22">Quality assurance</searchLink>
– Name: Abstract
  Label: Abstract
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  Data: Assessing student satisfaction with academic services provided by higher education institutions has always been a challenging task. This study aimed to create a valid, reliable, and practical web-based student satisfaction scale (SSS) through a design and validation stage. Applying the SERVQUAL model in this development research, during the design stage, the SSS consisted of three subscales with 32 items. These items were established and validated through expert review for content validity, pilot testing for practicality, and a main test for concurrent validity. The results showed that the it had an acceptable level of content validity with I-CVI scores ranging from .80 to 1.00 and an S-CVI of .90. It also met practicality criteria with an S-SPI of 0.9. The concurrent validity of the SSS ranged from .665 to .999, and reliability was .888 to .999. These findings suggest that the SSS met valid, reliable, and practical criteria. It has diagnostic and predictive value for improving quality assurance purposes. [ABSTRACT FROM AUTHOR]
– Name: AbstractSuppliedCopyright
  Label:
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  Data: <i>Copyright of Education Quarterly Reviews is the property of Asian Institute of Research and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
PLink https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=ehh&AN=175225088
RecordInfo BibRecord:
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      – Type: doi
        Value: 10.31014/aior.1993.06.04.793
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      – Code: eng
        Text: English
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      Pagination:
        PageCount: 12
        StartPage: 146
    Subjects:
      – SubjectFull: Higher education
        Type: general
      – SubjectFull: Student satisfaction
        Type: general
      – SubjectFull: College students
        Type: general
      – SubjectFull: SERVQUAL (Service quality framework)
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      – SubjectFull: Quality assurance
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              M: 12
              Text: Dec2023
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              Y: 2023
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