(1991). Applied Linear Regression Models. Journal of Quality Technology: Vol. 23, No. 1, pp. 76-77.

Applied Linear Regression Models

THE NEED FOR QUALITY The first thing that we need to consider, in any organization, is that quality is the most important thing. The quality of your work defines you.  Whoever you are,  Whatever you do,  I can find the same products and services cheaper somewhere else. But your quality is your signature. Developing and delivering high quality products and services means that you are doing things correctly from the beginning. As a consequence, you are reducing the need for additional services, from verification to warranty.

Total quality management.

Cornell hotel and restaurant administration quarterly

Relationship marketing is the development and outbreak of the combined theory of the traditional marketing,and it is a new idea.It puts more emphasis on the long-term and satisfying relation between enterprises and customers.and its success relies on some conditions.Its application in China has its own characteristics.

On relationship marketing

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Multivariate Data Analysis With Readings

Preface Service quality has attracted considerable attention within the tertiary education sector, but despite this, little work has been concentrated on identifying its determinants from the standpoint of students being the primary customers. Thus, it would seem rational to develop a new measurement scale that incorporates not only the academic components, but also aspects of the total service environment as experienced by the student. Likewise, there are many areas of disagreement in the debate over how to measure service quality, and recent research has raised many questions over the principles on which the existing instruments are founded. Although these generic instruments have been tested with some degree of success in wide-ranging service industries, but their replication in higher education sector is still hazy. This paper describes the methodological development of HEdPERF (Higher Education PERFormanceonly), a new measuring instrument of service quality that captures the authentic determinants of service quality within the higher education sector. The proposed 41-item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis (CFA). Such valid and reliable measuring scale would be a tool that tertiary institutions could use to improve service performance in the light of increased competition with the development of global education markets. The results from the current study are crucial because previous studies have produced scales that bear a resemblance to the generic measures of service quality, which may not be totally adequate to assess the perceived quality in higher education. Furthermore, previous researches have been too narrow, with an overemphasis on the quality of academics and too little attention paid to the non-academic aspects of the educational experience. Research findings confirmed that the six dimensions, namely, non-academic aspects, academic aspects, reputation, access, programme issues and understanding were distinct and conceptually clear. Therefore, it can be posited that student perceptions of service quality can be considered as a six-factor structure consisting of the identified six dimensions. Consequently, tertiary institutions should assess all the six dimensions of service quality to ascertain the level of services provided, and to determine which dimensions need improvement. Evaluating service quality level and understanding how various dimensions impact overall service quality would ultimately enable tertiary institutions to efficiently design the service delivery process. In addition, knowing the strengths and weaknesses of these dimensions and their relative influence may result in better allocation of resources so as to provide a better service to students. While many service quality attributes may influence a student’s perception to a certain extent, the results also indicate that access, which relates to such aspects as approachability, ease of contact, availability and convenience has significantly influenced the overall service quality perception. In other words, students perceived access to be more important than other dimensions in determining the quality of the service that they received. Tertiary institutions should therefore concentrate their efforts on the dimension perceived to be important rather than focusing their energies on a number of different attributes, which they feel are important determinants of service quality. While the idea of providing adequate service on all dimensions may seem attractive to most service marketers and managers, failure to prioritize these attributes may result in inefficient

The development of HEdPERF: a new measuring instrument of service quality for the higher education sector

Purpose – This paper aims to test and compare the relative efficacy of three measuring instruments of service quality (namely Higher Education PERFormance (HEdPERF), SERVPERF and the moderating scale of HEdPERF‐SERVPERF) within a higher education setting. The objective was to determine which instrument had the superior measuring capability in terms of unidimensionality, reliability, validity and explained variance.Design/methodology/approach – After a pilot test, data were collected from students in two public universities, one private university and three private colleges in Malaysia between January and March 2004, by the “contact person” route. From a total of 560 questionnaires, 381 were usable: a response rate of 68.0 per cent. This sample of nearly 400,000 students in Malaysian tertiary institutions was in line with the generalized scientific guideline for sample size decisions. Data were subjected to regression analysis.Findings – A modified five‐factor structure of HEdPERF is put forward as the mos...

Measuring service quality in higher education: HEdPERF versus SERVPERF

Measuring the quality of service in higher education is increasingly important, particularly as fees introduce a more consumerist ethic amongst students. This paper aims to test and compare the relative efficacy of three measuring instruments of service quality (namely HEdPERF, SERVPERF and the moderating scale of HEdPERF‐SERVPERF) within a higher education setting. The objective was to determine which instrument had the superior measuring capability in terms of unidimensionality, reliability, validity and explained variance. Tests were conducted utilizing a sample of higher education students, and the findings indicated that HEdPERF scale resulted in more reliable estimations, greater criterion and construct validity, greater explained variance, and consequently was a better fit than the other two instruments. Consequently, a modified five‐factor structure of HEdPERF is put forward as the more superior scale for the higher education sector.

Measuring service quality in higher education: three instruments compared

Purpose – The purpose of this paper is to empirically test a new industry‐specific scale, HEdPERF (Higher Education PERFormance) to capture the authentic determinants of service quality within higher education sector.Design/methodology/approach – The primary goal of this research was to test and compare the relative efficacy of HEdPERF against SERVPERF in order to determine which instrument had the superior measuring capability.Findings – In terms of unidimensionality, reliability, and validity, HEdPERF explained variance within the higher education setting better in comparison to SERVPERF.Research limitations/implications – Since this study only examined the respective utilities of each instrument within a single industry, in only one national setting, any suggestion that the HEdPERF is generally superior would still be premature.Practical implications – The current findings do provide some important insights into how the instruments of service quality compare with one another, in a typical higher educat...

HEdPERF versus SERVPERF: The Quest for Ideal Measuring Instrument of Service Quality in Higher Education Sector.

Purpose – This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The primary contribution is the insight offered regarding what factors affect service quality and the BSQ Index, a national indicator reflecting the level of service quality within the banking sector.Design/methodology/approach – A total of 3380 questionnaires were distributed to the customers of 21 commercial and Islamic banks, of which only 1,519 were deemed usable, yielding a response rate of 44.9 per cent. The proposed 29‐item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis.Findings – A factorial analysis suggests that service quality has three dimensions namely “Systemization”, “Reliable Communication” and “Responsiveness”, and subsequent multiple regression analysis revealed that “Systemization” is the most important service qua...

Firdaus Abdullah

Papers

The development of HEdPERF: a new measuring instrument of service quality for the higher education sector

Measuring service quality in higher education: HEdPERF versus SERVPERF

Measuring service quality in higher education: three instruments compared

HEdPERF versus SERVPERF: The Quest for Ideal Measuring Instrument of Service Quality in Higher Education Sector.

Bank Service Quality (BSQ) Index: An indicator of service performance