Purpose The purpose of this paper is to develop an empirically validated scale to measure the students’ perception of service quality in management education. Design/methodology/approach In this study, a three-stage systematic procedure of scale development has been adopted. Initially, extant literature review delineated the construct. Exploratory study techniques like focus group study and expert opinion helped in purifying the scale. In the second stage, principal component analysis with varimax rotation and Kaiser normalization (exploratory factor analysis) was used to refine the scale. Finally, multi-trait-multimethod matrix analysis was done to test the reliability and validity of the scale. Findings A 25-item multi-dimensional construct with six factors (academic aspect, professional assurance, behavioral responses and supports, industry institute interaction, non-academic aspects and physical support) was derived scientifically for measuring service quality in management education. Psychometrically, the scale exhibits internal consistency and remains consistent across the samples. The scale passes the requisite reliability and validity tests (construct, convergent, discriminant, nomological, predictive) with all values within limits. Practical implications Scientific and structured multi-dimensional construct for service quality in management education will help academicians, administrators and regulators in designing a process-oriented system for enhanced student satisfaction and performance. Originality/value This study is an incremental attempt to develop an empirically validated scale for measuring the service quality level and resultant satisfaction in management education.

中文翻译：

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MEQUAL量表：管理教育中服务质量的度量

目的本文的目的是建立一个经过实证检验的量表，以衡量学生在管理教育中对服务质量的看法。设计/方法/方法在这项研究中，采用了三阶段规模开发的系统程序。最初，现有文献综述描述了该构建体。焦点小组研究和专家意见之类的探索性研究技术有助于净化量表。在第二阶段，使用具有varimax旋转和Kaiser归一化的主成分分析（探索性因子分析）来完善规模。最后，进行了多特征多方法矩阵分析，检验了量表的信度和效度。研究结果25个项目的多维结构包含六个因素（学术方面，专业保证，行为反应和支持，工业界的互动，非学术方面和物质支持）是科学得出的，用于衡量管理教育中的服务质量。从心理上讲，量表显示出内部一致性，并且在整个样本中保持一致。量表通过了必要的可靠性和有效性测试（构造，收敛，判别，法理，预测），所有值均在限制范围内。实际意义用于管理教育的服务质量的科学，结构化的多维结构将帮助院士，管理人员和监管者设计面向过程的系统，以提高学生的满意度和绩效。