A higher education student service quality and satisfaction model
by William D. Senn; Kittipong Boonme; Gayle Prybutok; Victor R. Prybutok
International Journal of Services and Standards (IJSS), Vol. 13, No. 1/2, 2019

Abstract: This study develops a model, the service quality satisfaction monitoring model (SQSMM), to examine the relationship between the industry standard 73-item Noel-Levitz student satisfaction inventory (SSI) and a new, greatly reduced four-item service quality satisfaction instrument (SQSI). The impact of students' perceptions of service quality and satisfaction related to their collegiate experience is measured by many universities using the standard 73-item Noel-Levitz SSI instrument. However, the cost of the SSI and the length of the instrument precludes its frequent use for initial assessment or ongoing monitoring to track changes. We develop and test a new service quality and student satisfaction single construct four-item instrument, SQSI, based on contextualising items drawn from other survey instruments.

Online publication date: Thu, 02-Jan-2020

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