Psychometrical Properties of SERVPERF Model in Measuring Service Quality in Tertiary Educational Institutions

Abstract

Service Quality is a crucial tool for gaining competitive advantage among institutions in the present information age where customers’ satisfaction and retention are vital to the survival of any organization or institution. This study is aimed to examine the Psychometrical Properties of SERVPERF model in measuring the quality of services delivered at Institute of Education, IIUM as perceived by students. The study adopted a Quantitative approach where a survey instrument was administered. A total of 219 respondents were used in the study and each respondent is requested to indicate his experience and perceptions on the service quality using the SERVPERF model. The findings shows that both divergent and discriminant validity holds through inter-items correlational matrix. Similarly, the reliability and consistency of the dimensions of the model was well established with scores of (=> 0.82) using the Cronbach’s alpha Coefficient and Pearson Correlation Coefficient for proper items loading while the overall service quality was well perceived by the respondents in the Institute.