A Factor Analysis of Student’ Perceived Service Quality in Higher Education

Abstract

The objective of this research was to identify the indicators and components of the student satisfaction of service quality, and to examine the appropriate integration of indicators through a confirmatory factor analysis of the theoretical factors of student satisfaction toward service quality in the Faculty of Management Science (FMS) at Ubon Ratchathani University, with an empirical data set consisting of six components. A questionnaire was used for collecting the data from a sample of 499 senior bachelor’s degree students, studying business in the Faculty of Management Science at Ubon Ratchathani University. The reliability of the questionnaire was found to be 0.94. Descriptive statistics and the CFA second order model from MPLUS were used in this study. The results showed that the observed set of data for the student satisfaction of service quality in FMS fit the factor theory model. The most significant factor was the service quality of instruction. All correlations among the six main factors for the student satisfaction of service quality were statistically significant. The items of the 6 factors had validity values ranging from high to very high. The highest factor loading to the smallest factor loading values for the student satisfaction of service quality were found to be for instruction, measurement and assessment, qualitative aspects of the lecturers, preparation for professional practice, program content, and supervision respectively; thus the service quality of supervision in FMS must be improved before other components. In the students’ view, the advisor must carry out more “follow up” actions for students, and find the best method to solve students’ problems. The outcomes of the study lead to implications for improving the service quality in the Faculty of Management Science, strategic planning for professional practice, and for future research.