Reliability And Validity Analysis Of The Extended SERVQUAL In Higher Educational Institution

Abstract

The present study is focuses on the reliability testing of the instrument used in the data collection using the calculation of Cronbach’s Alpha. Individual reliability of each construct was measured using the SPSS. The tool used to check the validity of the scale is done by the content validity ratio. The descriptive statistics was performed to measure the gap between the perceived quality and student expectation. This was the pilot study performed for the development of the measurement and structural model in the future research. The finding of the present study is the seven dimensions of extended SERVQUAL was measured i.e., reliability, responsiveness, Assurance, Empathy, tangibility, teaching quality and learning outcome. The study found that the value of cronbach alpha was more than the threshold limit i.e., 0.70 and Content Validity ratio(CVR) was found to be more than the threshold limit. Different parameter where used to evaluate the student satisfaction. The seven dimension were taken as the extended SERVQUAL in which highest gap was found to be learning outcome and minimum gap found in the teaching quality. The co-relation between the dimensions was studied, there is the positive correlation in the items of one variable.