Author

Dr. Serene Dalati – Salah Eddin Al Hamwi

Published in

The International Journal Entrepreneurship and Sustainability Issues, Vol. 4, No. 1 September 2016

Abstract

The purpose of this research is to develop a model which examines the relationship between adapted dimensions of service quality scale and customer satisfaction and perceived price fairness, building on previous measurement instrument developed by (A. Parasuraman, Zeithaml, & Berry, 1988b). The research paper investigates the instrument at higher education in Syria. The planned methodology for the research employs a quantitative approach where the service quality instrument developed by (A. Parasuraman, Zeithaml, & Berry, 1988a) is employed in this research. The sample of the study follows a non-probability sampling approach.  The unit of analysis in this research is undergraduate students of private universities in Syria. Online self-administered questionnaires were distributed to undergraduate students in 3 private universities in Syria. The adjusted instrument scale employed a 5 points Likert scale where 1 indicates strongly disagree and 5 strongly agree. The level of analysis investigates reliability and validity tests.  Exploratory factor analysis (EFA) is employed to measure relationships between measured variables. The exploratory factor analysis produced three dimensions. Cronbach alpha test is employed to measure the internal consistency of the scale. The adapted service quality scale comprises of three dimensions namely institution task orientation, institution relationship orientation and institution tangibles orientation. The instrument consists of 12 items. The research recommends the measurement scale to be applied for service quality in Higher Education environment.

Keywords: Service Quality, SERVQUAL, SERVPERF, Higher Education, Student Satisfaction, Price Fairness

Link to read full paper

http://jssidoi.org/jesi/uploads/papers/13/Dalati_Sustainable_development_in_higher_education_

through_service_quality_and_price_fairness_empirical_

evidence_from_private_universities_in_Syria.pdf