Service Consumption in Higher Institution Management: Scale Development


  • Ogheneovie Michael Ezebor
  • Olaleke Oluseye Ogunnaike
  • Ugonna Joshua Ikpeazu
  • Oluwatosin Folaranmi
  • Ogechi Gloria Obidinma
  • Chisom Uzoma Umeh
  • Ajibola James Osunwusi
  • Nancy Charles Iwara


This research provides a reconceptualization of service consumption in higher institution. It made use of a multi-stage development scale process, where survey questionnaires were issued out to 50 respondents which include students of Covenant University (B.Sc., M.Sc./MBA). The result of the exploratory and factor analysis shows the multi-stage process. The study showed an evidence of validity and reliability of the scales used. Findings showed that the institution had a positive response to the pre-purchase and service encounter stages while most respondents frowned at the post encounter stage, the institution should put more effort in post encounter stage so as to get a positive response in the nearest future.


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How to Cite

Service Consumption in Higher Institution Management: Scale Development. (2019). Journal of Educational and Social Research, 9(4), 27.