Model Proposal for Service Quality Assessment of Higher Education: Evidence from a Developing Country

Abstract

Higher education institutions must generate added value through the continuous improvement of services offered to the academic community. Students’ needs and expectations must be met to increase their satisfaction within the system. Bearing this in mind, this paper proposes a service quality assessment model for higher education institutions in developing countries. In total, 845 questionnaires were self-administered by university students. The instrument was composed of 119 closed questions. Confirmatory factor analysis (CFA) was applied to create the proposed model. An 18-component model resulted from the data analysis, with an emphasis on academic aspects, infrastructure, web services, wellbeing, and financial procedures. It is expected that higher education institutions in other developing countries may validate, replicate, and adapt this model to their needs.