Sustainability of Service Culture in Higher Education Management: Scale Development

Abstract

Building on higher education management, this study is based on culture which represent a set of shared knowledge and implicit theories within service culture most especially in higher education management. Using a scale development process, we surveyed 50 respondents from different higher institution with respondents ranging from students, lecturers, non-lecturing staff and management. The result from the exploratory factor analyses highlight the numerous dimensions of service culture within this study. Five dimensions were identified: shared perception, shared value, shared understanding, shared beliefs and shared style. The result showed that service culture within higher education community is affected by these five-dimension identified.