Service Consumption in Higher Institution Management: Scale Development

Abstract

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.