Developing a measurement model of service quality in skills training institutes using confirmatory factor analysis

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

The purpose of this paper is to develop a measurement model to measure student perceptions of service quality among skills training institutes in Malaysia. The data used in this study were derived from a questionnaire survey conducted among students of seven skills training institutes. A total of 419 usable responses was received. The measurement model was analyzed using confirmatory factor analysis to assess its unidimensionality, validity and reliability. After some respecification of the measurement model, the validity, reliability and unidimensionality requirements were considered achieved. The final model indicated that there are six important service quality factors, comprising 23 items perceived by students in skills training institutes. They are campus environment and facilities; training equipment; instructors; curriculum; library services; and management of the institute. The study provides insights into six constructs related to service quality that are perceived as important by students. This study makes a contribution by filling a research gap in the area of service quality in Malaysian skills training institutions.

Original languageEnglish
Title of host publicationICSSBE 2012 - Proceedings, 2012 International Conference on Statistics in Science, Business and Engineering: "Empowering Decision Making with Statistical Sciences"
Pages571-577
Number of pages7
DOIs
Publication statusPublished - 2012
Event2012 International Conference on Statistics in Science, Business and Engineering, ICSSBE 2012 - Langkawi, Kedah
Duration: 10 Sep 201212 Sep 2012

Other

Other2012 International Conference on Statistics in Science, Business and Engineering, ICSSBE 2012
CityLangkawi, Kedah
Period10/9/1212/9/12

Fingerprint

Confirmatory Factor Analysis
Quality of Service
Service Quality
Model
Malaysia
Quality Factor
Questionnaire
Training
Skills
Requirements

Keywords

  • confirmatory factor analysis
  • service quality
  • skills training

ASJC Scopus subject areas

  • Statistics and Probability

Cite this

Ibrahim, M. Z., Ab Rahman, M. N., & Mohammad Yasin, R. (2012). Developing a measurement model of service quality in skills training institutes using confirmatory factor analysis. In ICSSBE 2012 - Proceedings, 2012 International Conference on Statistics in Science, Business and Engineering: "Empowering Decision Making with Statistical Sciences" (pp. 571-577). [6396630] https://doi.org/10.1109/ICSSBE.2012.6396630

Developing a measurement model of service quality in skills training institutes using confirmatory factor analysis. / Ibrahim, Mohd Zuhdi; Ab Rahman, Mohd Nizam; Mohammad Yasin, Ruhizan.

ICSSBE 2012 - Proceedings, 2012 International Conference on Statistics in Science, Business and Engineering: "Empowering Decision Making with Statistical Sciences". 2012. p. 571-577 6396630.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Ibrahim, MZ, Ab Rahman, MN & Mohammad Yasin, R 2012, Developing a measurement model of service quality in skills training institutes using confirmatory factor analysis. in ICSSBE 2012 - Proceedings, 2012 International Conference on Statistics in Science, Business and Engineering: "Empowering Decision Making with Statistical Sciences"., 6396630, pp. 571-577, 2012 International Conference on Statistics in Science, Business and Engineering, ICSSBE 2012, Langkawi, Kedah, 10/9/12. https://doi.org/10.1109/ICSSBE.2012.6396630
Ibrahim MZ, Ab Rahman MN, Mohammad Yasin R. Developing a measurement model of service quality in skills training institutes using confirmatory factor analysis. In ICSSBE 2012 - Proceedings, 2012 International Conference on Statistics in Science, Business and Engineering: "Empowering Decision Making with Statistical Sciences". 2012. p. 571-577. 6396630 https://doi.org/10.1109/ICSSBE.2012.6396630
Ibrahim, Mohd Zuhdi ; Ab Rahman, Mohd Nizam ; Mohammad Yasin, Ruhizan. / Developing a measurement model of service quality in skills training institutes using confirmatory factor analysis. ICSSBE 2012 - Proceedings, 2012 International Conference on Statistics in Science, Business and Engineering: "Empowering Decision Making with Statistical Sciences". 2012. pp. 571-577
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