A Methodological Approach for Developing and Validating a Parsimonious and Robust Measurement Tool: The Academic E-Service Quality (ACEQUAL) Model

Toni Lupo, Ester Buscarino

Research output: Contribution to journalArticlepeer-review


Nowadays, in the higher education sector, the quality measurement process of educationrelatedservices is assuming a crucial role to support focused and targeted improvement activitiesdeeply centered on students’ needs/necessities. These are considered crucial factors for dealing withthe current academic competitive context. Therefore, the quality measurement process has to beprecise and accurate, namely the measurement model on which it is based has to be parsimonious androbust. The present work proposes an effective and easy-to-use methodological approach suitablefor supporting the structuring of a measurement tool. Its effectiveness is shown with reference tothe academic e-service provided at the University of Palermo. In particular, taking into account thestudents’ viewpoints and perspectives, a measurement model of the academic e-service quality isdeveloped and validated, thus overcoming the lack of literature on the subject. Finally, a survey isconducted, and highlighted academic e-service quality shortcomings and criticalities are stressedand discussed. The outcomes of this study may be of interest to practitioners and researchers in thefield, offering important suggestions on how to support the structuring of a measurement model, aswell the data-driven service quality improvement process.
Original languageEnglish
Pages (from-to)1-15
Number of pages15
JournalEducation Sciences
Publication statusPublished - 2021

All Science Journal Classification (ASJC) codes

  • Computer Science (miscellaneous)
  • General Computer Science
  • Education
  • Physical Therapy, Sports Therapy and Rehabilitation
  • Developmental and Educational Psychology
  • Public Administration
  • Computer Science Applications

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