Developing A SERVQUAL-Based Scale for Measuring Student Satisfaction with Academic Service in Higher Education
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Asian Institute of Research, Journal Publication, Journal Academics, Education Journal, Asian Institute
Asian Institute of Research, Journal Publication, Journal Academics, Education Journal, Asian Institute

Education Quarterly Reviews

ISSN 2621-5799

asia institute of research, journal of education, education journal, education quarterly reviews, education publication, education call for papers
asia institute of research, journal of education, education journal, education quarterly reviews, education publication, education call for papers
asia institute of research, journal of education, education journal, education quarterly reviews, education publication, education call for papers
asia institute of research, journal of education, education journal, education quarterly reviews, education publication, education call for papers
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Published: 23 December 2023

Developing A SERVQUAL-Based Scale for Measuring Student Satisfaction with Academic Service in Higher Education

Yosef, Arief Rachman Ibrahim, Muhammad Yusup, Damar Tutur Wicaksono, Putri Amalia

Sriwijaya University, Indonesia

asia institute of research, journal of education, education journal, education quarterly reviews, education publication, education call for papers
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doi

10.31014/aior.1993.06.04.793

Pages: 146-157

Keywords: Academic Service, Student Satisfaction, Higher Education, Service Quality

Abstract

Assessing student satisfaction with academic services provided by higher education institutions has always been a challenging task. This study aimed to create a valid, reliable, and practical web-based student satisfaction scale (SSS) through a design and validation stage. Applying the SERVQUAL model in this development research, during the design stage, the SSS consisted of three subscales with 32 items. These items were established and validated through expert review for content validity, pilot testing for practicality, and a main test for concurrent validity. The results showed that the it had an acceptable level of content validity with I-CVI scores ranging from .80 to 1.00 and an S-CVI of .90. It also met practicality criteria with an S-SPI of 0.9. The concurrent validity of the SSS ranged from .665 to .999, and reliability was .888 to .999. These findings suggest that the SSS met valid, reliable, and practical criteria. It has diagnostic and predictive value for improving quality assurance purposes.

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