Service quality measurement for secondary school setting

Abstract

Purpose – The purpose of this paper is to develop and evaluate a service quality measurement scale for a secondary school setting in Mauritius. Design/methodology/approach – Research was conducted in two stages. First, a focus group method with the educators was used to identify the service quality dimensions and scale items. Study 2 used the exploratory factor analysis to group the service dimensions into latent “service factors”. The sample data were collected through a survey among educators from secondary schools. Findings – Factor analysis was used to develop a valid and reliable service quality measurement scale. The results of this study indicated that secondary education service quality is a multidimensional construct made up of five dimensions, namely school facilities, reliability, responsiveness, empathy and assurance-discipline. Research limitations/implications – Since, the study took place in only one of the four secondary educational zones in Mauritius, increasing the sample base in terms of zones, number of schools and respondents could provide safer generalisations of findings. Practical implications – This study provided insights for school administrators. The five dimensions clarified how educators form their quality perceptions toward the secondary schools. The study provides a useful tool for regular monitoring of quality in order to identify strengths and areas of improvement in the secondary education setting. Originality/value – This paper extends the service quality scale into the secondary school context. The proposed new scale expresses main service quality parameters that secondary schools could cater for to evaluate service delivery.