Evaluating Undergraduate Students' Feedback Towards Service Quality of Private University: A Structural Equation Modeling Approach

Student feedback is an important part of service quality of a private university. The purpose of the study was to evaluate undergraduate students' feedback towards service quality of private university. A total of 1555 questionnaires and a total of 201 negative comments were collected from one private university in the Philippines during one academic year. For questionnaire data, structural equation modeling (SEM) was utilized to derive the causal relationships between different services to the overall service quality. SEM indicated that Registrar's Office was found as the most service that contribute to the overall service quality followed by Treasury Office, Library, Scholarship Office, Department of Information Technology, Health Clinic, and Department Office. SEM was found as a powerful tool to evaluate the students' feedback towards service quality. Finally, this approach can be applied and extended to analyze students' feedback in different private universities worldwide.