| Summary: | Abstract
This study commences a process of developing a scale for the measurement of
service quality in higher education in South Africa and also examines the relationship
between the measures of service quality on the one hand and some other related variables
such as intention to leave the university, trust in management of the university and the
overall satisfaction with the university. Using structured questionnaires, survey data was
collected from students (n = 391) in two South African universities. Findings indicate that
the 52-item measure of service quality in higher education is a multidimensional construct
loading on 13 factors with a high reliability coefficient (0.93) and some construct validity.
Significant relationships were also found between service quality in HE and other study
variables—intention to leave university, trust in management of the university and overall
satisfaction with the university. Some further research directions were suggested and
policy implications of findings discussed.
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