Evaluating Service Quality in Higher Education Institutions: A SERVQUAL-Based Study with Structural Equation Modeling in Uzbekistan
Description
Evaluating Service Quality in Higher Education Institutions: A SERVQUAL-Based Study with Structural Equation Modeling in Uzbekistan https://cmjjournal.com/volume-10-issue-1-2025/ https://www.scopus.com/sourceid/21100372440 27 Pages Posted: Last revised: 6 Jan 2025 Abbos Utkirov Westminster International University in Tashkent Date Written: January 06, 2025 Abstract This study evaluates service quality in higher education institutions (HEIs) in Uzbekistan using the SERVQUAL model, focusing on dimensions such as Tangibility, Reliability, Responsiveness, Assurance, and Empathy. A structured questionnaire assessed students' perceptions of academic and non-academic services. The analysis confirmed the validity of the SERVQUAL dimensions and highlighted their significant role in influencing overall service quality. Structural equation modeling (SEM) revealed significant relationships between Assurance, Empathy, Responsiveness, Tangibility, and service quality. The findings emphasize the importance of aligning HEI services with student needs to enhance satisfaction and motivation, providing actionable insights for improving service delivery and serving as a framework for future research. Keywords: Service Quality, Higher Education Institutions (HEIs), SERVQUAL Model, Student Satisfaction, Exploratory Factor Analysis (EFA), Reliability Analysis, SEM