Modified SERVPERF vs Modified SERVSAT: Comparison of Methods for Measuring the Educational Services Quality




modified SERVPERF, modified SERVSAT, quality of educational services


The article discusses two methods designed to measure the quality of educational services are included in the UNiDOS monitoring survey. There are modified SERVPERF and modified SERVSAT. They consist of the same questions that characterize various aspects of the educational process but have different scales. The modified SERVSAT involves direct measurement of satisfaction with educational process. The modified SERVPERF measures satisfaction indirectly. It compares respondents’ expectations about educational process and the reality. We tried to find out whether modified SERVPERF and modified SERVSAT can be considered equivalent. In general, these methods give the same results. They have the same factor structure. The questions grouped into five dimensions: Tangibles, Reliability, Assurance, Responsiveness, Empathy. But there are also differences that do not allow us to definitively claim that the methods are equivalent. Comparing the means shows that the scale of the modified SERVPERF is slightly shifted to the left relatively to the scale of the modified SERVSAT. Analysis of the percentage of respondents who did not decide on the answer shows the following. The modified SERVPERF works better when the respondent has certain expectations about some aspect of the educational process. The modified SERVSAT works better when the respondent has a clear idea about real situation regarding some aspect of the educational process.


Cronin, J. J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Joumal of Marketing, 56(3), 55–68.

de Oliveira, O. J., & Ferreira, E. C. (2009). Adaptation and application of the SERVQUAL scale in higher education. POMS 20th Annual Conference, Orlando, Florida, USA, 1–4 May. Retrieved May 02, 2023 from

Đonlagić, S., & Fazlić, S. (2015). Quality assessment in higher education using the SERVQUAL model. Management, 20(1), 39–57.

Dzisi, E., Obeng, D. A., & Tuffour, Y. A. (2021). Modifying the SERVPERF to assess paratransit minibus taxis trotro in Ghana and the relevance of mobility-as-a-service features to the service. Heliyon, 7(5), E07071.

Hooper, D., Coughlan, J., & Mullen, M. R. (2008). Structural equation modelling: Guidelines for determining model fit. Electronic Journal of Business Research Methods, 6 (1), 53–60.

Mindrila, D. (2010). Maximum Likelihood (ML) and Diagonally Weighted Least Squares (DWLS) Estimation Procedures: A Comparison of Estimation Bias with Ordinal and Multivariate Non-Normal Data. International Journal of Digital Society, 1(1), 60–66.

Moskotina, R., & Sydorov, M. (2022). Modified SERVPERF: Analysis of Questions. Sociological Studios, 1(20), 25–31.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. The Journal of Marketing, 49(4), 41–50.

R Core Team (2022). R: A language and environment for statistical## computing. R Foundation for Statistical Computing, Vienna, Austria. Retrieved May 22, 2023 from

Sydorov, М., & Salnikova, S. (2021). SERVQUAL Model in HEI Monitoring Survey as a Part of quality Assurance Policy. Advances in Economics, Business and Management Research, Atlantis Press, 170, 204–209.

Sydorov, M., Salnikova, S., Savelyev, Yu., & Oliinyk, О. (2020). Modified SERVPERF and Normalized SERVQUAL Models in Estimation of Service Quality in Higher Educational Institutes. Sociological Studios, 1(16), 29–39.

Thanh, N. D. et al. (2023). Cross-Cultural Adaption and Validation of SERVPERF Tool for Measuring Healthcare Quality in an Oncology Public Hospital, Vietnam. INQUIRY: The Journal of Health Care Organization, Provision, and Financing, 60.

UNiDOS Reports (2023). Retrieved May 22, 2023 from

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. Simon and Schuster.






Most read articles by the same author(s)

1 2 > >>