Assessing administrative service quality in higher education: development of an attribute-based framework (HEADSQUAL) in a Brazilian University

This paper proposed a valid and reliable perceived quality assessment framework of administrative services in Higher Education Institutions (HEI) in the Brazilian context. The method was in two main stages: (i) map a set of quality attributes and dimensions for administrative services in HEI, (ii) build and test the perceived quality assessment framework and data collection instrument of the administrative services in a HEI. The theoretical...