Evaluating Service Quality in Higher Education Institutions: A SERVQUAL-Based Study with Structural Equation Modeling in Uzbekistan

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