Measuring service quality in higher education: Development of hiedqual model

The aim of this paper is to develop and empirically test a HiEdQUAL model for measuring service quality in higher education. It describes the methodology to develop the new measuring instrument of service quality through qualitative and quantitative studies that explores eight factors of service quality within the higher education sector. The proposed model empirically tested for validity, reliability and model fit indices using exploratory factor analysis and confirmatory factor analysis. Student's satisfaction can be measured on these eight factors. This study provides an instrument and a framework that can be used by higher education institutions in view of continuously improving educational quality.