INVESTIGATING THE CONFORMITY OF HEDPERF SCALE IN MEASURING THE SERVICE QUALITY OF HANOI UNIVERSITY OF INDUSTRY

Abstract

On the basis of an overview on the scales of service quality, the articles
applies the HEDPERF scale to investigate the conformity in measuring the quality
of educational service at Hanoi University of Industry. The study is conducted
through a survey of 296 full time students. Using the SPSS software together
with the original scales, the results obtain 27 observed variables of service
quality which are classified into 5 aspects (academic, facility, program issues,
non-academic, reliance and empathy). The results also show differences in the
evaluation of service quality between groups of female and male students,
among students of economics, accounting and engineering.