DEVELOPING A MEASUREMENT SCALE FOR STUDENT SATISFACTION WITH SERVICE QUALITY AT DANANG SPORT UNIVERSITY
DOI:
https://doi.org/10.46827/ejpe.v12i9.6307Nøgleord:
student satisfaction, service quality, academic–administrative services, dormitory, library, facilities, healthcare, Youth Union’s activities, students’ association, higher educationResumé
This study aims to develop and validate a measurement scale assessing student satisfaction with service quality at Danang Sport University. A mixed-methods approach was employed, combining qualitative and quantitative techniques, including expert interviews, student surveys, and statistical analyses using Cronbach’s Alpha, Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), and Structural Equation Modeling (SEM). The final scale comprises six dimensions with 29 observed variables: Academic–Administrative Services, Dormitory, Library, Facilities, Healthcare, and Youth Union or Student Association’s Activities. All scales demonstrated reliability and convergent validity, and the measurement model exhibited a high degree of fit. SEM analysis revealed that five factors—Academic–Administrative Services, Facilities, Library, Dormitory, and Healthcare— exerted a positive and statistically significant influence on students’ overall satisfaction, with Academic and Administrative Services being the most influential determinant. Conversely, the Youth Union and Student Association’s Activities showed no statistically significant effect. The findings provide empirical evidence to guide institutional improvements in support services, enhance service quality, and strengthen the university’s educational reputation.
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