Face and content-validity were assessed prior to the pilot survey (Hair et al., 2010). The survey instrument was assessed through expert and experienced validators, as recommended by Hardesty & Bearden (2004), during the initial stage of research. Experts and validators were asked to comment on the lists of scale items (Hair et al., 2010). Face and content-validity was assessed by academics, NHEFC officers, borrowers’ parents and former NHEFC borrowers; as a result, a number of items were deleted and modified. The reasons for these deletions and modifications have been explained as owing to the fact that such items could confuse respondents’ understanding when tested in respect of a broader population. In this face and content-validity procedure, we observed that the experts and validators revised the scale items based on their experiences and knowledge with which they were directly involved, involved, with the exception of academics, who were more comprehensive at evaluating the items. For example, NHEFC officers considered the items related to the organization, whereas parents focused on the items related to their roles, and ex-NHEFC borrowers focused on items related to their experiences.