Higher education service quality, student satisfaction and loyalty: Validating the HESQUAL scale and testing an improved structural model

Viraiyan Teeroovengadum, Robin Nunkoo, Christian Grönroos, T.J. Kamalanabhan, Ashley Keshwar Seebaluck

Research output: Contribution to journalArticleScientificpeer-review

4 Citations (Scopus)

Abstract

Purpose
The purpose of this study is to validate the higher education service quality (HESQUAL) scale using a confirmatory approach and test an improved structural model that predicts student loyalty from image, perceived value, satisfaction and service quality. In addition to validating the HESQUAL scale using a confirmatory approach, two other main limitations in the extant literature are addressed.

Design/methodology/approach
The model is tested using data collected from 501 students enrolled in different higher education institutions in Mauritius. A two-stage approach to structural equation modeling is used whereby the measurement model is first tested using confirmatory factor analysis and followed by the assessment of the structural model.

Findings
Importantly, results indicate that student satisfaction is influenced by technical service quality, image and perceived value, but not by functional service quality. Both dimensions of service quality however are significant predictors of image and perceived value. The study uses a comprehensive measure of service quality and demonstrates that it is worthwhile to consider functional service quality as higher-order model and clearly distinguish between functional and technical quality, as both the technical and functional aspects play an important role in shaping students’ perceptions and behaviors.

Originality/value
First, in the existing literature, service quality has not been considered as a second-order factor model in structural models of student satisfaction and loyalty, thus lacking either precision or parsimony. Second, the transformative quality aspect of higher education has been largely neglected in previous research testing such predictive models. The model delineates service quality into the functional and transformative (technical) aspects and treats functional service quality as a second-order factor comprising nine sub-dimensions.
Original languageEnglish
Peer-reviewed scientific journalQuality Assurance in Education
Volume27
Issue number4
Pages (from-to)427-445
Number of pages19
ISSN0968-4883
DOIs
Publication statusPublished - 14.10.2019
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management
  • Loyalty
  • Perceived value
  • Service quality
  • Satisfaction
  • Image
  • Higher education

Areas of Strength and Areas of High Potential (AoS and AoHP)

  • AoS: Competition economics and service strategy - Service and customer-oriented management

Fingerprint Dive into the research topics of 'Higher education service quality, student satisfaction and loyalty: Validating the HESQUAL scale and testing an improved structural model'. Together they form a unique fingerprint.

  • Cite this