IJIMT 2015 Vol.6(3): 191-195 ISSN: 2010-0248
DOI: 10.7763/IJIMT.2015.V6.600

Constructing a Servicescape Scale for Higher Education Institutions

Mei-The Goi and Vigneswari Kalidas
Abstract— Dealing with inconsistent results in the past literature, this study aims to validate the multidimensional of servicescape and construct a scale of measurement for servicescape of HEIs. Based on intensive reviews of past literature and quantitative sample of 439 students, Confirmatory Factor Analysis (CFA) reveals eight dimensions of servicescape. The multidimensional of servicescape consists of interior, wellbeing, location, exterior, layout and facility, human value, employee, and value and product assortment. This study provides an empirical perspective to design servicescape as a strategy in creating outstanding educational service.

Index Terms— Servicescape, higher education institutions.

The authors are with the Infrastructure University Kuala Lumpur, Malaysia (e-mail: goimt@iukl.edu.my).

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Cite: Mei-The Goi and Vigneswari Kalidas, " Constructing a Servicescape Scale for Higher Education Institutions," International Journal of Innovation, Management and Technology vol. 6, no. 3, pp. 191-195, 2015.

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