Does the SERVPERF instrument have reliability and validity in an academic setting: The results from Vietnam

Abstract

Objective: This article aims to assess the validity and reliability of the SERVPERF scale used for evaluating the quality of training services at the Hanoi University of Public Health (HUPH). Methods: The research team used the SERVPERF scale, translated and standardized this instrument. The self-structured questionnaire based on the SERVPERF scale was administered to 350 students currently attending formal courses at the HUPH. Principal Components Analysis (PCA) was performed with Cronbach' Alpha to measure the instrument items' internal consistency to assess the scale's reliability. Confirmatory factor analysis (CFA) was used to validate the relevance of the scale. Results: All the interscale correlations were positive and significant. The overall statistical value for Cronbach's alpha was equal to 0.91 (95%CI: 0.91-0.94), and in all domains, this value ranged from 0.7 to 0.92. The factor analysis identified eight factors that explain 66.6% of the variance, 5 of which consisted of the same structure as the theoretical model's five domains. Conclusions: The University should use SERVPERF to assess the quality of training services yearly so that proper adjustments can be made to improve training quality, thereby enhancing students' satisfaction and confidence in service quality. Keywords: SERVPERF, reliability, validity, University.