The INSTAQUAL scale: an instrument for measuring service quality of management institutions
by Sanjeev Kumar; Manoj Kumar Dash
International Journal of Services, Economics and Management (IJSEM), Vol. 6, No. 4, 2014

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.

Online publication date: Wed, 08-Apr-2015

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