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

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.