DEVELOPING A MEASUREMENT SCALE FOR STUDENT SATISFACTION WITH SERVICE QUALITY AT DANANG SPORT UNIVERSITY

Autori

  • Giao Thi Kim Dong Danang Sport University, Vietnam
  • Bui Thi Nha Phuong Danang Sport University, Vietnam
  • Mai Thi Thuy Danang Sport University, Vietnam
  • Le Thi Kim Loan Danang Sport University, Vietnam

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https://doi.org/10.46827/ejpe.v12i9.6307

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student satisfaction##common.commaListSeparator## service quality##common.commaListSeparator## academic–administrative services##common.commaListSeparator## dormitory##common.commaListSeparator## library##common.commaListSeparator## facilities##common.commaListSeparator## healthcare##common.commaListSeparator## Youth Union’s activities##common.commaListSeparator## students’ association##common.commaListSeparator## higher education

Abstrakt

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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##submission.authorBiographies##

  • ##submission.authorWithAffiliation##
    Giao Thi Kim Dong, Center for Foreign Languages and Informatics, Danang Sport University, Vietnam.
  • ##submission.authorWithAffiliation##
    Bui Thi Nha Phuong, Center for Foreign Languages and Informatics, Danang Sport University, Vietnam.
  • ##submission.authorWithAffiliation##
    Mai Thi Thuy, Faculty of Fundamental and Specialized Sciences, Danang Sport University, Vietnam.
  • ##submission.authorWithAffiliation##
    Le Thi Kim Loan, Office of Academic Affairs and Quality Assurance, Danang Sport University, Vietnam.

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Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Re-tailing, 64(1), 12–40. Retrieved from https://www.researchgate.net/publication/200827786_SERVQUAL_A_Multiple-item_Scale_for_Measuring_Consumer_Perceptions_of_Service_Quality

Pham, T. L. P., & Pham, T. H. (2019). Student satisfaction with the service quality of universities in Ho Chi Minh City. Journal of Science, Ho Chi Minh City University of Education, (4), 101–113.

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Publikované

2025-10-06

Číslo

Diel 12 Číslo 9 (2025)

Sekcia

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