Title: The INSTAQUAL scale: an instrument for measuring service quality of management institutions

Authors: Sanjeev Kumar; Manoj Kumar Dash

Addresses: Department of Management Studies, Graphic Era University, 566/6 Bell Road, Dehradun, India ' Behavioural Economics Experiments and Analytics Laboratory, ABV-Indian Institute of Information Technology and Management, 213, D Block, Gwalior (M.P.), India

Abstract: Multiple scales to measure service quality exist in higher education i.e. HEdPERF, EduQUAL, and modified SERVQUAL scale. These measurement scales are more generic in nature. The need is to develop new scale at different course levels because of uniqueness of each course. This research paper propounds 'INSTAQUAL' - an instrument for measuring service quality of management institutes, keeping in view the perspective of primary customer - the student. Based on focus group discussions and extensive review of literature, a 40-item questionnaire was developed. INSTAQUAL was tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analyses, and resulted in five-factor solution, namely: academics, career and industry interface, competence, physical facilities and leisure. The model based on 'INSTAQUAL' presented in this research paper is a step further in monitoring service quality of management institutes. This research empowers management institutes to improvise strategies to impart quality management education to its end customers - the students.

Keywords: INSTAQUAL; service quality measurement; management institutes; higher education; students; exploratory factor analysis; EFA; India; management education; educational services.

DOI: 10.1504/IJSEM.2014.068279

International Journal of Services, Economics and Management, 2014 Vol.6 No.4, pp.377 - 394

Received: 13 May 2014
Accepted: 18 Jan 2015

Published online: 25 Mar 2015 *

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