Abstract Considering students as the key stakeholders in higher education institutions (HEIs), the present study identifies service quality (SQ) indicators from their perspectives and proposes a more comprehensive instrument for measuring SQ exclusively in HEIs. HEISQUAL covers the operational as well as technical aspects of SQ by following a holistic approach, which has largely been ignored in previous studies. The proposed instrument was subjected to different scale development tests where outcomes fully complied with the benchmark values and proposed seven SQ themes, namely teachers’ profile, curriculum, infrastructure and facilities, management and support staff, employment quality, safety and security, and students’ skills development.

中文翻译：

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HEISQUAL：衡量高等教育机构服务质量的现代方法

摘要 本研究将学生视为高等教育机构 (HEI) 的主要利益相关者，从他们的角度确定服务质量 (SQ) 指标，并提出了一种更全面的工具，专门用于衡量高等教育机构的 SQ。HEISQUAL 通过遵循整体方法涵盖 SQ 的操作和技术方面，这在以前的研究中基本上被忽略了。建议的仪器进行了不同规模的开发测试，结果完全符合基准值，并提出了七个 SQ 主题，即教师简介、课程、基础设施和设施、管理和支持人员、就业质量、安全和保障以及学生的技术发展。