Title: A higher education student service quality and satisfaction model

Authors: William D. Senn; Kittipong Boonme; Gayle Prybutok; Victor R. Prybutok

Addresses: School of Business, Emporia State University, One Kellogg Circle, Emporia, KS 66801, USA ' College of Business, Texas Woman's University, P.O. Box 425438, Denton, TX 76204, USA ' College of Health and Public Service, University of North Texas, 1155 Union Circle, 311456, Denton, TX 76203, USA ' College of Business and Toulouse Graduate School, University of North Texas, 1155 Union Circle, 305459, Denton, TX 76203-5017, USA

Abstract: This study develops a model, the service quality satisfaction monitoring model (SQSMM), to examine the relationship between the industry standard 73-item Noel-Levitz student satisfaction inventory (SSI) and a new, greatly reduced four-item service quality satisfaction instrument (SQSI). The impact of students' perceptions of service quality and satisfaction related to their collegiate experience is measured by many universities using the standard 73-item Noel-Levitz SSI instrument. However, the cost of the SSI and the length of the instrument precludes its frequent use for initial assessment or ongoing monitoring to track changes. We develop and test a new service quality and student satisfaction single construct four-item instrument, SQSI, based on contextualising items drawn from other survey instruments.

Keywords: education service quality; satisfaction measures; Noel-Levitz; student satisfaction; SSI instrument; consumer satisfaction; structural model.

DOI: 10.1504/IJSS.2019.104307

International Journal of Services and Standards, 2019 Vol.13 No.1/2, pp.129 - 145

Accepted: 30 Aug 2019
Published online: 02 Jan 2020 *

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