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Initial assessment of two questionnaires for measuring service quality in the Hong Kong post-secondary education context

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Purpose – The SERVPERF (for Service Performance) and the HEdPERF (for Higher Education
Performance) are two questionnaires for collecting customer/student feedback on service quality that
have been tested and used mainly in non-Chinese contexts. The purpose of this paper is to adapt and
initially validate a Chinese translation of these two instruments for application in the context of
post-secondary education in Hong Kong.
Design/methodology/approach – Given that a Chinese translation of the two questionnaires
concerned has not been tested in this new response-context, an exploratory approach was adopted by
examining the psychometric properties of the SERVPERF scales and the HEdPERF scales via scale
alpha, item-correlation analysis and exploratory factor analysis using valid responses collected from
271 students.
Findings – The alpha values of both the SERVPERF scales and the HEdPERF scales are good or
acceptable, with the latter better than the former in general. In the present study, the validity of
employing the SERVPERF in the targeted response-context is supported as all the five SERVERF
dimensions have been cleanly identified in the exploratory factor analysis. However, only three out of
the five HEdPERF dimensions were identified in the present study, and two of the identified
dimensions are complex concepts with each of them exhibited as two factors in the exploratory factor
analysis, casting doubt on the appropriateness of the direct employment of the HEdPERF in the
targeted response-context for the measurement of service quality.
Research limitations/implications – The students who participated in the present study were
pursuing Project Yi Jin, which was a special one-year post-secondary programme in Hong Kong.
Originality/value – Taking both reliability and validity issues into consideration, this initial
investigation indicates that the SERVPERF may be a more appropriate instrument than the HEdPERF
for supporting quality assurance in the context of Hong Kong post-secondary education, especially
when multiple questionnaires will be used for collecting students’ feedback on their various
experiences at different levels, where it is important for these questionnaires to be, as much as
possible, simple and non-overlapping.

Keywords Hong Kong, Higher education, Students, Customer services quality, Service quality,Quality assurance, SERVPERF, HEdPERF, The student experience, Monitoring system, China

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Informasi Detail

Judul Seri

Quality Assurance in Education

No. Panggil

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Penerbit

: Emerald Group., 2013

Deskripsi Fisik

Quality Assurance in Education Vol. 21 No. 3, 2013 pp. 231-246

Bahasa

English

ISBN/ISSN

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Klasifikasi

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Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PENDIDIKAN

Info Detail Spesifik

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Pernyataan Tanggungjawab

Asmawati/Syahrial

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