engleski

Evaluation of the HEDUQUAL Scale Intended for the Assessment of Students’ Perceptions of Service Quality in Higher Education Institutions in Vojvodina

This research was carried out in order to evaluate metric characteristics of the HEDUQUAL scale, whose purpose is to assess quality of service in higher education institutions. The same scale can be used for further research among student population. The research sample consisted of 257 students (of both sexes) from three higher education institutions from Autonomous Province (AP) Vojvodina. Metrics of the HEDUQUAL scale was tested via three procedures: 1) evaluation of the scale’s internal consistency (Scale Reliability Analysis which is based on Cronbach’s alpha coefficient) ; 2) evaluation of validity based on internal correlation coefficient of the scale (Spearman’s rank correlation – rho) ; and 3) factor analysis (analysis of the main components – Principal Components Analysis) using the method of Direct Oblimin rotation. All statistical conclusions were made at the level of significance of 0.05 (Sig.<.05). The results indicate that the tested instrument is valid, reliable and that it should be used as a multi-item and one-factor scale in further research on student population.

HEDUQUAL scale ; multi-item one-factor scale ; reliability ; students ; validity

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