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An empirical study of state university students' perceived service quality
Quality Assurance in Education
Abstract
Purpose
This paper aims to identify: university students' perceived service quality dimensions; the dimensions contributing most towards overall students' perceived service quality; and whether there is a difference in perceived quality level of each dimension based on students' year of study and gender in the context of undergraduate students of state universities in Indonesia.
Design/methodology/approach
The study uses a quantitative approach through a survey method. The respondents of this study are 155 state university students from two state universities in Indonesia. Both multiple regression analysis and t‐ test analysis are used to analyze the data.
Findings
Research results show that there are seven perceived service quality dimensions considered important to university students, i.e. curriculum, facilities, contact personnel, social activities, education counselors, assessment, and instruction medium. The perceived service quality dimensions contributing most towards overall perceived service quality of a state university is facilities. Furthermore, the research also shows that university students with a different study period have a different perceived quality level on the social activities dimension, while university students with different gender have a different perceived quality level on two dimensions, i.e. social activities and facilities.
Research limitations/implications
The research was only conducted at two universities in the same geographic area and at a single point of time. Hence, there is a need for further research in terms of a longitudinal study with different geographic samples in order to generalize the research result.
Practical implications
The students' perceived quality dimensions resulting from this research can be used by universities to measure their performance according to students' perspectives. As a result, feedback will be gained by the university, so that the university can identify its weaknesses.
Originality/value
The research was conducted in a developing country context, while most previous research has been conducted in developed country contexts. This research also provides a new insight into quality management, since the university objects are state universities, not private universities. The paper also takes students' personal characteristics (gender and year of study) variables into account.
... In consumer studies, the gender's differences may impact many distinct aspects, such as the desired objects, the process of decision-making, the use of a couple's shared Despite the importance of the theme, only a few studies have tried to understand the impact of the student's gender on the perception of the quality of services from private HEIs, especially in Brazil. Among these studies, there has been a tendency to validate the existence of differences in students' PQ according to their gender (SUMAEDI et al., 2012;ÇERA et al., 2018;KAUR;BHALLA, 2018), in line with the more general conceptual assumptions about gender in the consumer research. ...
... However, as in the case of the variable EOU, a more detailed analysis at a PQ dimension level can be used to provide some alternative and valuable insights for researchers and managers. In this regard, Sumaedi et al. (2012) and Joseph, Yakhou and Stone (2005) suggested the existence of possible differences between students' genders only for specific dimensions or items of PQ. Similar to their findings, our results point to a significant difference in only one dimension of the PQ construct, i.e., in the Assurance dimension, suggesting that the difference in students' gender may still be significant for specific items or dimensions of students' perceived quality. ...
... The gender of the consumer is a variable widely used in empirical research and has a significant potential impact on the attitudes of service and product purchasing (MEYERS-LEVY; MAHESWARAN, 1991; MITCHEL; WALSH, 2004; KWUN, 2011), including on the perceived quality. However, the relationship between demographic variables and students' perceptions has not been one of the main focuses of the empirical research in the HigherEducation segment yet(SUMAEDI et al., 2012). Even so, there is a certain tendency to suggest the existence of differences, according to the gender of the students, in the students' PQ and satisfaction (KAUR; BHALLA, 2018), quality in general(ÇERA et al., 2018), or only in some of quality's dimensions(SUMAEDI et al., 2012). ...
This study intends to investigate the relationships between perceived quality in private Higher Education and class size, gender, and experience of use (i.e.: service consumption duration). Following a quantitative approach, a survey was employed to gather data from a sample of 1,379 students from three large Brazilian Higher Education Institutions (HEI). Results from a Mann-Whitney's U test indicate a significant negative relationship between perceived quality and class size. Additionally, senior students' perceived quality is significantly lower than first-year students' perceptions of service quality. On the other hand, although female's average perceptions showed higher results than male's in all quality dimensions, no significance between perceived quality and gender was detected. The study highlights the potential impact of relevant items on HEI's service perceived quality and consumer behavior debate by covering current academic gaps on some of the variables' relationships analyses. HEIs can use these findings to improve their future strategic decisions, including valuable inputs to face current and future challenges, such as the need for operational and financial improvements and the management of the complex balance between the class size trends and service's perceived quality.
... Most studies in the UK have primarily focused on undergraduates (Abu Hasan et al., 2008;Calvo-Porral, Lévy-Mangin and Novo-Corti, 2013;Cuthbert,1996a;Dado et al., 2011;Douglas, McClelland and Davies, 2008;Gallifa and Batalle, 2010;Hill, 1995;Holdford and Patkar, 2003;Joseph and Joseph, 1997;Joseph, Yakhou and Stone, 2005;Ling, Chai and Piew, 2010;Miller and Brooks, 2010;Oldfield and Baron, 2000;Peng and Samah, 2006;Stodnick and Roger, 2008;Sumaedi, Mahatma Yuda Bakti and Metasari, 2012), with limited research targeting postgraduate students (Angell, Heffernan and Megicks, 2008;Sahney, Banwet and Karunes, 2004;Barnes, 2007;Brochado, 2009;Icli and Anil, 2014;Sultan and Wong, 2010;). Moreoever, a significant portion of research conducted in the UK has centred around English universities (Angell, Heffernan and Megicks, 2008;Barnes, 2007;Cuthbert, 1996a;Douglas, McClelland and Davies, 2008;Hill, 1995;Li and Kaye, 1998;Oldfield and Baron, 2000;Russell, 2005;Smith, Smith and Clarke, 2007), with limited attention given to Scottish HEIs (Vaughan and Woodruffe-Burton, 2011;Ibrahim, Wang and Hassan, 2013). ...
... Rather than simply adopting or modifying the existing models, researchers have developed new measuring instruments specific to higher education (Abdullah, 2006a;Annamdevula and Bellamkonda, 2012;Mahapatra and Khan, 2007;Rodríguez-González and Segarra, 2016;Senthilkumar and Arulraj, 2011;Sumaedi, Mahatma Yuda Bakti and Metasari, 2012;Vajda, Farkas and Málovics, 2015). One notable scale is HEdPERF, developed by Abdullah (2006aAbdullah ( , 2006b, which focuses specifically on higher education and enables institutions to improve service performance (Abdullah, 2006b). ...
Despite extensive research on service quality in different countries, no single model has been agreed upon to measure service quality in higher education. Most studies conducted in the UK centred around undergraduates and English Universities, with limited studies conducted in Scotland. The paper aim to understand postgraduate students' perception of service quality in the Scottish context. A mono-method approach was adopted, utilising qualitative data collected through four focus groups involving 23 participants from several Scottish universities. Thematic analysis was used to analyse the qualitative data. The findings indicate support for four dimensions of the HEdPERF model (non-academic aspects, academic aspects, reputation, and program issues) within the Scottish context. However, the access dimension was not completely recognised, contradicting the HEdPERF model. Additionally, three new dimensions emerged: support, career-related issues, and physical aspects. As a result, a seven-dimension postgraduate service quality model is proposed, encompassing Reputation, Academic aspects, Non-academic aspects, Program-related issues, Support, Career-related issues, and Physical aspects. The study acknowledges limitations as it involved a small number of participants representing a single group of stakeholders in Scottish HEIs, limiting generalisation. However, the results provide valuable insights for Scottish HEIs, aiding their understanding of how postgraduate students evaluate services. This study contributes to evaluating service quality in the Scottish higher education context from the perspective of postgraduate students, using a qualitative approach. It also offers valuable insights to managers and executives in HEIs regarding postgraduate students' perception of service quality.
... According to Morley (2014), student evaluations have been used on a voluntary basis in the United States of America since the 1920s, with increasing importance being put on them particularly since the 1970s. Examples can be found, such as Sumaedi, Bakti, and Metasari (2012) in Indonesia and Pickford (2013) in the United Kingdom, providing evidence that student evaluations are being taken very seriously. Additionally, a range of sophisticated statistical techniques have evolved to analyse these evaluation results (Morley 2014). ...
... Frequently questionnaires include batteries of questions for students to work through, often using Likert scales. Arguably this approach yields a large amount of information quickly which can then be analysed at greater or lesser levels of depth (e.g., Sumaedi et al. 2012). ...
Student evaluation of the teaching process is an important quality assurance tool with the potential to give data that can be used to inform the development of courses and guidance of instructors. They have become increasingly important in western countries over the last forty years or so as their results are also used for ‘high stakes’ purposes. This paper examines the background of student evaluations, including reasons – sometimes conflicting – for undertaking them, choice of question items, administration, and analysis and use of results. The design of the Student Evaluation of Teaching used at the Aga Khan University is described; it looks to capture the student voice in a meaningful, helpful and proportionate manner. Data from the pilot stage, which assessed the efficacy of student evaluation of teaching, are given along with pointers for future good practices.
... According to Morley (2014), student evaluations have been used on a voluntary basis in the United States of America since the 1920s, with increasing importance being put on them particularly since the 1970s. Examples can be found, such as Sumaedi, Bakti, and Metasari (2012) in Indonesia and Pickford (2013) in the United Kingdom, providing evidence that student evaluations are being taken very seriously. Additionally, a range of sophisticated statistical techniques have evolved to analyse these evaluation results (Morley 2014). ...
... Frequently questionnaires include batteries of questions for students to work through, often using Likert scales. Arguably this approach yields a large amount of information quickly which can then be analysed at greater or lesser levels of depth (e.g., Sumaedi et al. 2012). ...
Contents Editorial: Building the Vision – Higher Education and Quality Assurance in East Africa Pammla Petrucka........................................1 Why Measurement Matters: The Learning Outcomes Approach – A Case Study from Canada Sarah Brumwell, Fiona Deller & Alexandra MacFarlane.....................................5 Quality Issues in Kenya’s Higher Education Institutions Rosemary Kagondu & Simmy M. Marwa..............................23 University Students Learning Experiences: Nuanced Voices from Graduate Tracer Study Omar Badiru Egesah & Mary Nyawira Wahome .................................43 Institutional Constraints Affecting Quality Assurance Processes in Tanzania’s Private Universities Samson John Mgaiwa & Johnson Muchunguzi Ishengoma..................................57 Broadening Perceptions and Parameters for Quality Assurance in University Operations in Uganda Frederick Kakembo & Rita Makumbi Barymak..........................69 Student Evaluation of Teaching: Bringing Principles into Practice Geoff Tennant & Tashmin Khamis.........................89 Reflections on an Innovative Mentoring Partnership Facilitators and Inhibitors to Success in Faculty Development Tashmin Khamis & Marilyn Chapman.......................105 Quality Assurance Self-assessment: A Catalyst at Aga Khan University Tashmin Khamis & Khairunnisa Dhamani...........................................125 Assessing the Cognitive Domain through MCQs: Critical to Quality Assurance in Higher Education Khairunnisa Aziz Dhamani & Zeenatkhanu Kanji..................................135
... Based on the existing literature, a product must have good quality to be successful in the market (Magd et al., 2003;Valtorta, 2015). Many studies have proven the positive and significant impact of product quality on the success of companies (Sumaedi et al., 2012). Thus, to survive in the market, a functional food company must be able to produce high-quality foods. ...
... In the literature, many researchers have attempted to define product quality (Gede Mahatma Yuda Bakti & Sumaedi, 2013). Nevertheless, at this point, researchers generally agree that product quality must be seen through the consumer perspective (Gede Mahatma Yuda Bakti & Sumaedi, 2013) since consumers are the ones who eventually use products, thereby determining product sustainability in the market (Kotler & Keller, 2012;Sumaedi et al., 2012). ...
Technological advancements have triggered many lifestyle changes and indirectly created two important issues that must be addressed in Indonesia: the increase in non-communicable diseases and the rise of national health costs. One effort to curtail these problems involves consuming innovative food products with health benefits, commonly known as functional foods. The present study aims to identify and analyze the key success factors that companies in the functional food industry must consider to produce high-quality functional foods. To date, no previous study has paid close attention to this issue. Data collection was performed in a two-step process. First, interviews with academics, businesses, and the government were conducted. Second, surveys using a pairwise comparison questionnaire were completed. Data from the interviews were analyzed using thematic analysis, while survey data were assessed using the analytic hierarchy process. The results indicate the presence of five key success factors, including top management commitment (weight = 0.233), research resources and networks (0.077), food safety management systems (0.303), access to the required raw materials (0.218), and access to information on consumer needs (0.168). This research is believed to be the first to identify key company success factors in producing high-quality, innovative food products. This research fills the void of functional food literature related to producers.
... Students are analytical and critical when deciding on the education institution, and they look at evidence of good service quality (Binsardi and Ekwulugo, 2003;Donaldson and McNicholas, 2004). Students develop different perceptions on service quality across different years of their study (Sumaedi et al., 2012;Moyo and Ngwenya, 2018) and the perception on quality differs with the gender of the students (Joseph et al., 2005;Sumaedi et al., 2012). ...
... Students are analytical and critical when deciding on the education institution, and they look at evidence of good service quality (Binsardi and Ekwulugo, 2003;Donaldson and McNicholas, 2004). Students develop different perceptions on service quality across different years of their study (Sumaedi et al., 2012;Moyo and Ngwenya, 2018) and the perception on quality differs with the gender of the students (Joseph et al., 2005;Sumaedi et al., 2012). ...
Purpose–The coronavirus (COVID-19) pandemic led education institutions to move all face-to-face (F2F) courses online. The situation is unique in that teachers and students can make a direct comparison of their courses before (F2F) and after COVID-19 (online). This study aims to analyze teachers’ viewpoints for this unprecedented change. Design/methodology/approach –The study followed a mixed-method approach within an ex post facto survey research design. Research tools were distributed among 200 Indian secondary school teachers following a heterogeneous purposive sampling technique. As the study was conducted during the pandemic backdrop researchers used Google forms and telephonic interviews to collect data.
Findings –Teachers viewed positively to this shift from F2F to online teaching-learning (OTL). They were found to have an overall moderate level of online teaching efficacy and where good efficacy prevails there found minimal concern for infrastructure, an attitude showing least concern for “what is not” and more concerned with “what they can do with what is having.” A statistically significant effect of teacher efficacy was found on their perception of OTL infrastructure that supports this strong conviction among few teachers. Statistical analysis revealed for every 1 standard unit increase in self-efficacy, the perceived OTL infrastructure was to be increased by 0.997 standard units which support the strong correlation between the two chosen cognitive variables (r = 0.8). Besides, teachers were not found as a homogeneous group concerning their reported readiness for online teaching yet, different subgroups of teachers exist which may require different approaches for support and counseling.
Originality/value –The paper reports an original empirical survey conducted in India and the write-up is based strictly on the survey findings only. An exclusive analysis of teachers’ views of their efficacy and perceived OTL infrastructure. At the same time, path-breaking in analyzing the chemistry between the two variables which will help improving apposite culture, practice and understanding of the digital pedagogy securing quality OTL in the long run. Keywords: OTL,Teacher efficacy, Perceived OTL infrastructure, ICT, School teachers, India Paper type Research paper
... Student satisfaction is an important measure of a school's effectiveness in relation to a set of student expectations (Sahin, 2014). Student satisfaction has been considered as a core factor for success in the literature (Sahin, 2014;Ravindran et al., 2012;Sumaedi et al., 2012) as it can affect student's trust (Omar et al., 2009). Furthermore, satisfied students can persuade new students to join their program or university by engaging in affirmative word-of-mouth to inform their friends, which can in turn encourage other students to take programs or courses in the same university. ...
... Put simply students are more satisfied when they consider the academic counseling and supervision provided by their institution, to be meaningful. Sumaedi, Bakti et al. (2012) also suggested that advisory services in higher education has a positive influence on students' perception of service quality. By implication, therefore, an increase in the advisory or supervision services in higher education will lead to an increase in student satisfaction and hence a higher perceived service quality. ...
The objective of this research was to identify the indicators and components of the student satisfaction of service quality, and to examine the appropriate integration of indicators through a confirmatory factor analysis of the theoretical factors of student satisfaction toward service quality in the Faculty of Management Science (FMS) at Ubon Ratchathani University, with an empirical data set consisting of six components. A questionnaire was used for collecting the data from a sample of 499 senior bachelor's degree students, studying business in the Faculty of Management Science at Ubon Ratchathani University. The reliability of the questionnaire was found to be 0.94. Descriptive statistics and the CFA second order model from MPLUS were used in this study. The results showed that the observed set of data for the student satisfaction of service quality in FMS fit the factor theory model. The most significant factor was the service quality of instruction. All correlations among the six main factors for the student satisfaction of service quality were statistically significant. The items of the 6 factors had validity values ranging from high to very high. The highest factor loading to the smallest factor loading values for the student satisfaction of service quality were found to be for instruction, measurement and assessment, qualitative aspects of the lecturers, preparation for professional practice, program content, and supervision respectively; thus the service quality of supervision in FMS must be improved before other components. In the students' view, the advisor must carry out more "follow up" actions for students, and find the best method to solve students' problems. The outcomes of the study lead to implications for improving the service quality in the Faculty of Management Science, strategic planning for professional practice, and for future research.
... Students are analytical and critical when deciding on the education institution, and they look at evidence of good service quality (Binsardi and Ekwulugo, 2003;Donaldson and McNicholas, 2004). Students develop different perceptions on service quality across different years of their study (Sumaedi et al., 2012;Moyo and Ngwenya, 2018) and the perception on quality differs with the gender of the students (Joseph et al., 2005;Sumaedi et al., 2012). ...
... Students are analytical and critical when deciding on the education institution, and they look at evidence of good service quality (Binsardi and Ekwulugo, 2003;Donaldson and McNicholas, 2004). Students develop different perceptions on service quality across different years of their study (Sumaedi et al., 2012;Moyo and Ngwenya, 2018) and the perception on quality differs with the gender of the students (Joseph et al., 2005;Sumaedi et al., 2012). ...
Purpose
The purpose of this paper is to investigate and report students’ perception of service quality in a university by examining the perceptual context of service quality with respect to students’ loyalty behavior, image of the university and culture/values.
Design/methodology/approach
A research framework is developed for quality assessment with three hypotheses. A questionnaire with 65 instruments was used for gathering the required data for the analysis. The questionnaire was sent through email to all engineering students. The analysis included descriptive statistics, reliability analysis, gap analysis and hypotheses tests. Seven dimensions of service quality were identified: the original dimensions of the SERVQUAL, namely, reliability, responsiveness, assurance, empathy and tangibles. Two additional dimensions image and culture/value were added for the research to understand perceived service quality and loyalty.
Findings
The results provide a significant positive correlation between service quality and student's loyalty. It also shows that there is statistically significant relation between the image of the institution and the perceived service quality, and culture/values of the students in the institution and perceived service quality.
Research limitations/implications
This study used data collected from a survey in the university in a given period.
Practical implications
The findings indicate that to provide quality education, meeting students’ needs, wants and expectations of services quality should be carefully understood and addressed. Management also needs to consider factors such as corporate image and culture/value, as they have the ability to heavily impact the type of services provided by the institution.
Originality/value
The findings presented in this paper fill the gap in the current literature by providing empirical knowledge on the quality of service assessment and customer satisfaction in the higher education context. The study is the first of its kind in Qatar’s context and provides opportunities for higher institutions to focus more on current students’ services. This can lead to an increased brand value representing one of the premier institutes of higher education in the Middle East Gulf Region.
... In general, students' expectations increased given the attributes of research over the five intervals, and the overall average of every instance of measuring expectations. This same increase in setting expectations for students in connection with the HEIs, is borne out in the literature surveyed in Hill (1995), O'Neill and Palmer (2000), Rubinsztejn et al. (2009) and Sumaedi et al. (2012). The group of 14 attributes considered most relevant by students involves academics and infrastructure factors. ...
... The results showed that this physical space they will occupy for two years -the duration of a technological course -or four years for a Bachelor's degree, comfortable conditions in the classroom, cleanliness, safety of installations and the surrounding areas, as well as access to Wi-Fi, were highly valued. This attribute was also cited, but with regard to the size of the infrastructure in O' Neill and Palmer (2000), Sahney et al. (2006), Douglas and McClelland (2008), Martins et al. (2009), Gruber et al. (2010, Sumaedi et al. (2012), Jain et al. (2013) and Calvo-Porral et al. (2013). The ambience was a factor of physical environment, which is positively related to positive customer emotion, and also that positive emotions evoked while the service is being enjoyed are important to customer satisfaction (Lin and Liang, 2015). ...
This study presents changes in undergraduate students' expectations of service quality, regarding 33 attributes of services provided at a private HEI, over a longitudinal investigation. The course directors did not intervene intentionally, directly or in any significant way that would alter the conditions under which the services were offered. Data collection was performed at five different times, addressing the same group of students. The assessment of the expectations shows that, over time, students undergo changes in their perceptions, although the relative importance of the attributes does not undergo a radical repositioning. Senior students tend to be more demanding than freshmen. The information obtained enables managing directors to align with emerging paradigms, and effectively direct resources for retention and loyalty, and to attract customers by meeting their expectations at different stages of interaction with the institution.
... As a result, three used qualitative interviews (Abbas, 2020;Chavan et al., 2014;Yeo, 2008). Seven developed their questionnaires based on literature review (Doan, 2021;Gruber et al., 2010;Khattab, 2019;Moslehpour et al., 2020;Sumaedi et al., 2012;Tan & Kek, 2004) and ...
In a time where the student experience increasingly mirrors a customer-centric approach, universities are tasked with fulfilling the role of comprehensive educational service providers. This paper presents a comprehensive literature review on service quality in higher education, focusing on various generic and industry-specific scales. The primary objective of this article is to analyse and compare prominent measurement scales such as SERVQUAL, SERVPERF, HEdPERF, UnivQual, and HiEduQual. Each scale is defined according to its original literature and provides a foundational understanding of their respective constructs and factors. To achieve a nuanced comparison, the paper examines these scales based on the number of factors extracted from studies and their characteristics. The analysis reveals a great diversity and specificity of factors in measuring service quality across different higher education contexts. Beyond that, the paper analyses a database of 45 selected peer-reviewed articles to understand the practical application of service quality scales in empirical research. This examination considers multiple dimensions such as the country of focus, the statistical procedures employed, and the research methods. These dimensions offer a rich comparative insight into the trends in service quality research within higher education. Additionally, the study delves into the number and names of factors identified in each article, mapping them against the established scales to uncover patterns and deviations in empirical findings. A notable aspect of the review is the exploration of gender differences in service quality perceptions, a critical yet often underexplored area. This gender-based analysis provides valuable insights into how male and female students may perceive service quality differently, thereby informing more nuanced and inclusive service quality enhancement strategies. The findings of this paper underscore the multifaceted nature of service quality in higher education and the importance of context-specific scales. By comparing different measurement approaches and analysing a broad spectrum of empirical studies, this review contributes to a deeper understanding of how service quality is conceptualised and measured in higher education. It also offers practical implications for researchers and practitioners aiming to enhance service quality and align it more closely with student expectations and experiences.
... From the perspective of 45 to 60 years old age group, the timeliness and completeness of the message, the trustworthiness of the source, and social environment support might become the important factors that affect smartphone apps-based health communication media usage. Social environment support might also influence the usage of 45 to 60 years Indonesians since Indonesians tended to have a communal culture (Sumaedi et al., 2012). In addition, in the context of COVID-19 pandemic, another factor, like the perceived threat of the COVID-19 might also affect smartphone apps-based health communication media usage (Sumaedi et al., 2020(Sumaedi et al., , 2021a(Sumaedi et al., , 2021b. ...
During covid-19 pandemic, health education was performed by using online media, such as smartphone apps-based health communication media. Furthermore, middle and older individuals, 45 to 60 years old, were categorized as vulnerable during the pandemic. Thus, it was important to study smartphone apps-based health communication media usage of 45 to 60 years old individuals during the pandemic. However, there was no previous research that developed and tested a model of smartphone apps-based health communication media usage of 45 to 60 years old individuals during the pandemic. Given this, this study aimed to develop and test a model of smartphone apps-based health communication media usage of 45 to 60 years old individuals during the COVID-19 pandemic. More specifically, this study aimed to test the effect of system quality factors (ease of use, security, and interactivity), information timeliness, information completeness, information sources trustworthiness, perceived threat of COVID-19, and social environment support on smartphone apps-based health communication media usage. The research was conducted using a cross-sectional design. The data were collected through a survey method in the district and city of Tangerang. The survey locations were chosen due to the location’s internet access and the COVID-19 pandemic problems. The number of samples was 105. The data were analyzed using multiple regressions analysis. The results of the research showed that the smartphone apps-based health communication media usage of the 45 to 60 years old individuals was affected by ease of use, information completeness, social environment support, and perceived threat of COVID-19. However, information timeliness, information source trustworthiness, security, and interactivity were not proven to have a significant impact on the media usage. The managerial and policy implications were identified based on the findings.
... This also been observed in the hypermarket's assurance to provide certified-Halal product to the customers. The findings were consistent with a study which found that employees' capabilities, abilities and trustworthiness contribute to customer satisfaction [19,20]. ...
These days all organizations are facing challenges in delivering quality services, creating values and satisfying customers, let alone in the retailing industry. The economic instability due to government policy, the rising cost of living, players in the retailing industry are forced to downsize, relocate branch and minimize its operations. Not only that, retailers, specifically hypermarkets which have direct access to individual customers personally try their best to satisfy its customers through monthly promotions, member's discounts, extending physical store to online store and many more. But what are the elements of service quality and how does it affect customer satisfaction? Some studies found that customer's satisfaction seemed to be lower in the retailers that have rigid operating hours. Another study claimed that a long queue was also the culprit for lower customer satisfaction. The truth is, service quality needs assurance, responsiveness, reliability, and tangibility in order to satisfy customers. There was not enough evidence regarding service quality and customers in the retailing industry in Sarawak. Thus, this study seeks to identify the relationship between the two variables in Sarawak's setting. The researchers adapted the SERVQUAL questionnaire to analyze the gap between perceptions and expectations of the customer, concerning the service at a hypermarket. A total of 169 responses from 181 questionnaires distributed were used for the analysis of this study. The results showed that all the variables in the service quality were positively related to customer satisfaction. These findings showed that assurance, responsiveness, reliability, and tangibility are considered as service quality which then translated into the retailers' policy, management, and operations. The study also proved that service quality can be considered as a competitive advantage and should be taken seriously to ensure the survival of the hypermarket.
... This also been observed in the hypermarket's assurance to provide certified-Halal product to the customers. The findings were consistent with a study which found that employees' capabilities, abilities and trustworthiness contribute to customer satisfaction [19,20]. ...
These days all organizations are facing challenges in delivering quality services, creating values and satisfying customers, let alone in the retailing industry. The economic instability due to government policy, the rising cost of living, players in the retailing industry are forced to downsize, relocate branch and minimize its operations. Not only that, retailers, specifically hypermarkets which have direct access to individual customers personally try their best to satisfy its customers through monthly promotions, member's discounts, extending physical store to online store and many more. But what are the elements of service quality and how does it affect customer satisfaction? Some studies found that customer's satisfaction seemed to be lower in the retailers that have rigid operating hours. Another study claimed that a long queue was also the culprit for lower customer satisfaction. The truth is, service quality needs assurance, responsiveness, reliability, and tangibility in order to satisfy customers. There was not enough evidence regarding service quality and customers in the retailing industry in Sarawak. Thus, this study seeks to identify the relationship between the two variables in Sarawak’s setting. The researchers adapted the SERVQUAL questionnaire to analyze the gap between perceptions and expectations of the customer, concerning the service at a hypermarket. A total of 169 responses from 181 questionnaires distributed were used for the analysis of this study. The results showed that all the variables in the service quality were positively related to customer satisfaction. These findings showed that assurance, responsiveness, reliability, and tangibility are considered as service quality which then translated into the retailers' policy, management, and operations. The study also proved that service quality can be considered as a competitive advantage and should be taken seriously to ensure the survival of the hypermarket.
... HE is a vital determinant of "socio-economic growth and development of any nation". Student are key clientele and partners of any educational enterprise as they consciously choose and buy services (e.g., Oosterbeek et al., 2012;Sumaedi et al., 2012;Sultan & Wong, 2013. With the HE sector turning into a progressively "competitive market", learners' satisfaction (SAT) has become a major concern and it is an important component of quality assurance. ...
Criticisms have been raised against the quality in Management Education Programme (MEP) for failing to produce competent graduates for the job market. This study examined the perceptions of lecturers and students on quality in the MEP in a HE. The study was rooted within TQM theory, Expectation-Confirmation Theory (ECT) and CIPP Model of programme evaluation. The study employed sequential explanatory mixed methods design within the pragmatism research philosophy. The population was Mangement lecturers and final year students in UCC. Census method was used to include 43 lecturers and 529 students and interviews were conducted among eight (8) lecturers and twelve (12) students. The data were collected using QUAMEP-Q and Follow-up Interview Guide (FIG) and processed via SPSS version 25.0, AMOS version 21.0 and PROCESS Macro version 3.3. Thematic analysis was employed for qualitative data. It was discovered that the lecturers and students perceived a moderate level of quality in the programme in terms of quality: learning environment (QLE), services (QS), teaching (QT), student engagement (QSE) and student competences acquisistion (SCA). They were, also, moderately satisfied (SAT) with the programme. These were as a result of large class size, low quality and inadequate facilities, learning resources, support systems, health and accommodations services, unfavourable learning environment, high workload and lack of practical delivery of lessons. Further, the study established that QLE and QS significantly influence QT. There was significant conditional direct and indirect influence of QLE on QSE as moderated by QT and QS. Also, SCA and SAT with the programme were significantly conditionally predicted by QLE, QS, QT and QSE. The age of students significantly influence their perceptions toward quality drivers in the programme. The study recommended that the Management of the University should continue to provide and strengthen quality culture by fostering continuous improvement in QLE, QS, QT QSE, SCA, and SAT with the programme. They should make every effort for the provision of quality instructional resources, learning climate and infrastructure facilities to help reduce the large class size. The lecturers should continue to highly engaged the students and not relent in equipping the students with the 21st century employability skills.
... While it is acknowledged that absence of basic services can make students unhappy, providing them does not necessarily result in satisfaction. A number of factors has been reported to cause dissatisfaction some of which include favourable learning environment, high work load, length of training, high cost, boredom etc. 4,5 Other factors reported to have significant influence on perception of quality include opportunity for active participation in learning activities, counseling and advisory services, fair assessment and physical facilities etc. [6][7][8][9] In spite of arguments about inherent difficulties, measurement of satisfaction has found application across service industry and education. 10 Satisfaction therefore represents the overall education experience, interactions with staff members and services received in and out of classroom, feedback system facilities, staff competence as well as administrative and social support services. ...
Background: There is increasing acceptance that learning environment has significant impact on academic performance. Learning and teaching experiences influence satisfaction and perception of quality. Pharmacy education in Nigeria is evolving rapidly with new emphasis on acquisition of cognitive skills that upon graduation students can effectively implement pharmaceutical care. The evaluation of satisfaction can be used as a measure of quality and feedback system of teaching and learning experiences of students. The purpose of this study is to assess satisfaction with teaching and learning and their determinants.Methods: This was a cross sectional survey study involving third to fifth year pharmacy students. The educational service quality instrument was used to elicit response on items related to satisfaction. The 37-item questionnaire was administered on consenting students to elicit responses on a five-point Likert scale. The data was analyzed using descriptive statistics and one way ANOVA with post Hoc test. Factor analysis using principal component analysis and varimax rotation was used to identify items that have the most impact on satisfaction. P≤0.05 was considered statistically significantResults: Majority of students have less than average satisfaction across six domains of the instrument, though significant differences exist between lower and higher-level students in areas of administration and expertise (p<0.01). Several studies reported contrasting results some of which have comparable results with this study. Satisfaction and its determinants vary widely so emphasis should be in areas that produce the greatest impact on academic performanceConclusions: Satisfaction with quality of learning is generally low and there is need for institutions leadership to improve learning environment for students.
... Bu bağlamda kent parklar ile ilgili karar vericilerin ve yöneticilerin stres atmaya gelmiş olan ziyaretçilere sağladıkları imkânlarla onların parktan memnun bir şekilde ayrılmasını sağlaması ve parkı ziyaret edenlerin sayısını artırması ve bu ziyaretçilerin sadakatini kazanması gerekmektedir. Bu koşulların sağlanabilmesi için ziyaretçilerin parklara yönelik hizmet kalitesi algılarının yükselmesi gerekmektedir (Baker ve Crompton, 2000;Sumaedi, Bakti ve Metasari, 2012). ...
... Due to competitive education scenario at National and Global level, higher education institutions are obligated to work towards quality and student satisfaction (Sultan and Wong, 2012). Several studies have shown that the service quality of a university has a positive correlation with student satisfaction (Sumaedi et al., 2012). Academic programs offered by universities are found to be the main product of higher education institutes to attract and satisfy all stakeholders, especially students (Bayraktar et al., 2008). ...
Purpose
This study aims to explore various determinants of university attractiveness and its relationship with sustainable institutes. Further, the study examines the mediating role of perceived student support and sense of belongingness on the relationship between university attractiveness and sustainable institutes.
Design/methodology/approach
The data analysis was conducted with 637 responses from the students from private universities located in the northern region of India. Variance based partial least square structural equation modeling (PLS-SEM) was applied in the study to investigate the proposed conceptual model on sustainable higher institutions. Additionally, by applying PLS Predict, the predictive relevance of sustainable institutions with important and performing constructs was found out.
Findings
The results of this study indicate that university attractiveness plays a critical role in enhancing perceived student support, and it has a direct and significant impact on developing sustainable institutes. Further, students’ sense of belongingness is expressed as significant mediator between university attractiveness and sustainable institutes. The predictive relevance of the study was reported to be high. Most important indicators of university attractiveness were found to be teaching, research and publications, branding and promotion, and diversity in courses offered by the private universities.
Research limitations/implications
The conceptual model under study can be investigated with a moderating effect of private and government universities in future. Additionally, the role of additional variables in online scenario under current pandemic situation can be assessed through the model used in this study. Future research can be done by using qualitative analysis through thematic analysis and sentiment analysis of students in higher education institutes.
Originality/value
The present study is the first to explore the mediating relationship of perceived student support and sense of belongingness with university attractiveness and sustainable institutes. The conceptual framework can prove to be important for education specialists, administrators of education institutes at university level and policymakers. The study offers effective ideas for policymakers to bring sustainability in education sector in near future especially in emerging economies and attain sustainable development goals.
... Kualitas layanan dalam penelitian ini menggambarkan kualitas layanan yang diterima atau dirasakan oleh mahasiswa. Dalam perspektif mahasiswa, kualitas layanan merupakan konsep yang abstrak (Sumaedi et al., 2012) sehingga dimensi dan pengukuran sesuai dengan kondisi sosio-geografis (Asnawi & Setyaningsih 2020). Penelitian ini menggunakan dimensi tangibles, reliability, responsiveness, emphaty, assurance (Parasuraman et al., 1985) dan relevance. ...
This study aims to analyze the performance of the MBKM Economiic Faculty Nusa Bangsa University’s program implementation. The analytical method used are gap analysis and paired sample t-test by comparing student perceptions of student performance and student expectations of the importance of MBKM implementation and Economiic Faculty services in the MBKM program. The sampling method is saturated sampling, and the number of respondents is 142 students. By using gap analysis, the results showed that there was a gap between the perceived performance of students and expectations of the level of importance in both the implementation of the MBKM program and the quality of Economiic Faculty services in the implementation of MBKM. By using a different paired sample t-test, the results showed that there was a significant difference between the perceived performance of students and the level of importance of the MBKM program both in the implementation and quality of FEB services in the implementation of MBKM. The management of Economiic Faculty UNB needs to carry out a planned and structured evaluation of the implementation of the MBKM program so that the objectives of the program that are already good, can be implemented properly, and need to involve students in determining the MBKM program that is held so that there is harmony between the wishes of the manager and the needs of students regarding the benefits that will be obtained from student participation in the MBKM program. Keywords: Importance, Performnace, Service Quality, MBKM
... Previous studies have proven that gender may provide different perceptions to service quality and level of satisfaction. In the context of university, the study by Sumaedi et al. (2012) found that there is a significant difference of perceived quality on social activities while the perceptions on other attributes remain similar. Meanwhile, Joseph et al. (2005) reported that female students place greater emphasis on the physical and location aspects of a university as compared to male students. ...
... Nevertheless, most of the studies concerning students' perception of service quality have been conducted in developed countries, for instances, the USA (Joseph et al., 2005), the UK (Russell, 2005), Australia (Athiyaman, 1997), Canada (LeBlanc and Nguyen, 1997) and New Zealand (Kao, 2007). In addition, the limited research regarding students' perception of service quality conducted in developing countries (Ali et al., 2016;Ling et al., 2010;Sumaedi et al., 2012) includes few studies in Myanmar. Relatedly, some studies suggest that students' perceived service quality varies according to the diverse cultures and the different quality services offered by the university (Lagrosen et al., 2004;Mai, 2005;Kao, 2007). ...
Purpose
The purpose of this study is to investigate university students’ perception of service quality and satisfaction in a developing country to guide quality improvement.
Design/methodology/approach
The study uses a quantitative survey design. A new instrument has been developed to measure student perceived service quality. Data was collected from 182 undergraduate students enrolled in a five-year BEd course at the one University of Education in Myanmar.
Findings
A significant gender difference was found only in one of the service quality dimensions, hostel facilities. There was a significant difference in student satisfaction in the year of study. Apart from cafeteria and hostel facilities, students’ perceived-level of service quality was significantly different. All service quality dimensions were significantly correlated with student satisfaction. Significant relationships were found among intention to leave the university, trust in management and overall satisfaction with the university.
Research limitations/implications
This study uses data collected from undergraduate students studying at the one University of Education in Myanmar in Myanmar.
Practical implications
The study adds on to the service quality literature on higher education in developing countries, specifically in Myanmar. The students’ perceived service quality dimensions resulting from this study can be applied by universities to evaluate their performance.
Originality/value
The research findings presented in this paper fill the gap in the existing literature by providing empirical knowledge on service quality measurement and student satisfaction in the higher education context. The study is among the first studies of students’ perception of service quality and satisfaction in Myanmar.
... H2was also confirmed that institutional educational environment have positive and significantimpact on student satisfaction[β = 0.124, p <0.0001]. (Sumaedi, Bakti, & Metasari, 2012) (Yusoff , Fraser, & Helen , 2015) H3-the third hypothesis consist of individual growth is also contributing significantly and positively on the overall students satisfaction of the management program. [β =0.155 ...
Abstract: The main objective Of this study is to identify the satisfaction level of the student saspiring management courses. And the also to explore the factors affecting the student ssatisfaction level. Now a days the education system is adopting alotmany changes. The study assess the management education students satisfaction experienced in different institutions of Ahmedabad city. The factors identified are all contributing significantly and which are highly affecting to the satisfaction level of the students.The core purpose of this study is to identify and validate the factors which are responsible for satisfaction level of students, who are pursuing higher level management education. In this research EFA&CFA is being used with the help of SPSS analysis, AMOS. With the EFA we explore the factors affecting the satisfaction level of the students and with CFA we confirming the same factors affecting the students’satisfaction level.
(PDF) "AN EMPIRICAL STUDY ON EVALUATING AND VALIDATE THE FACTORS AFFECTING TO SATISFACTION OF HIGHER EDUCATION". Available from: https://www.researchgate.net/publication/350783452_AN_EMPIRICAL_STUDY_ON_EVALUATING_AND_VALIDATE_THE_FACTORS_AFFECTING_TO_SATISFACTION_OF_HIGHER_EDUCATION [accessed Apr 16 2021].
... H2was also confirmed that institutional educational environment have positive and significantimpact on student satisfaction[β = 0.124, p <0.0001]. (Sumaedi, Bakti, & Metasari, 2012) (Yusoff , Fraser, & Helen , 2015) H3-the third hypothesis consist of individual growth is also contributing significantly and positively on the overall students satisfaction of the management program. [β =0.155 ...
The main objective Of this study is to identify the satisfaction level of the student saspiring management courses. And the also to explore the factors affecting the student ssatisfaction level. Now a days the education system is adopting alotmany changes. The study assesses the management education students satisfaction experienced in different institutions of Ahmedabad city. The factors identified are all contributing significantly and which are highly affecting to the satisfaction level of the students.The core purpose of this study is to identify and validate the factors which are responsible for satisfaction level of students, who are pursuing higher level management education. In this research EFA&CFA is being used with the help of SPSS analysis, AMOS. With the EFA we explore the factors affecting the satisfaction level of the students and with CFA we confirming the same factors affecting the students'satisfaction level.
... H2was also confirmed that institutional educational environment have positive and significantimpact on student satisfaction[β = 0.124, p <0.0001]. (Sumaedi, Bakti, & Metasari, 2012) (Yusoff , Fraser, & Helen , 2015) H3-the third hypothesis consist of individual growth is also contributing significantly and positively on the overall students satisfaction of the management program. [β =0.155 ...
The main objective Of this study is to identify the satisfaction level of the student aspiring management courses. And the also to explore the factors affecting the student satisfaction level. Nowadays the education system is adopting a lot many changes. The study assesses the management education students’ satisfaction experienced in different institutions of Ahmedabad city. The factors identified are all contributing significantly and are highly affecting the satisfaction level of the students. The core purpose of this study is to identify and validate the factors which are responsible for the satisfaction level of students, who are pursuing higher-level management education. In this research, EFA&CFA is being used with the help of SPSS analysis, AMOS. With the EFA we explore the factors affecting the satisfaction level of the students and with CFA we confirming the same factors affecting the student’s satisfaction level.
... H2was also confirmed that institutional educational environment have positive and significantimpact on student satisfaction[β = 0.124, p <0.0001]. (Sumaedi, Bakti, & Metasari, 2012) (Yusoff , Fraser, & Helen , 2015) H3-the third hypothesis consist of individual growth is also contributing significantly and positively on the overall students satisfaction of the management program. [β =0.155 ...
The main objective Of this study is to identify the satisfaction level of the student saspiring management courses. And the also to explore the factors affecting the student ssatisfaction level. Now a days the education system is adopting alotmany changes. The study assess the management education students satisfaction experienced in different institutions of Ahmedabad city. The factors identified are all contributing significantly and which are highly affecting to the satisfaction level of the students.The core purpose of this study is to identify and validate the factors which are responsible for satisfaction level of students, who are pursuing higher level management education. In this research EFA&CFA is being used with the help of SPSS analysis, AMOS. With the EFA we explore the factors affecting the satisfaction level of the students and with CFA we confirming the same factors affecting the students'satisfaction level.
... Regarding developmental curricula such as GS, curriculum development in the South (earlier called 3 rd world) seems no less common than in the North (earlier called 1 st world 93,108,117,126]. Themes pertain to students' perceived service quality, the influence of national systems of evaluation on curriculum development, the quality of curriculum evaluation in postgraduate studies, or they pertain to QA in curriculum development. ...
In the face of globalization, the question arises if educational and didactic strategies based on self-responsibility and self-motivation can be easily transposed to other countries, in order to prevent international crises at an early stage by means of communication of opposing standpoints. This chapter reflects experiences made at the Moscow-based Lomonosov University during a period of guest-lecturing in 2019, and analyses the response encountered from local students. Within three courses, namely on "Climate Change and Climate Models", "European Cooperation" and a "Dissertation Seminar on Globalization", response of students to requirements of self-directed learning, study, and analysis was predominantly poor and weak. The hypothesis is provided that student activity rates are generally couched in a society's overall inclination to take civic responsibility versus perceiving the self as a victim of outside, hostile forces. As a background to such comparison, the developmental "Global Studies" (GS) curriculum at Graz University, Austria is taken as an example for a transdisciplinary approach and quality monitoring based on QA criteria. Such criteria are developed in the present article.
... En Indonesia también se ha realizado investigación para establecer la satisfacción del estudiantado. Estos autores aportan una diferenciación por nivel de avance en la carrera, un factor importante de considerar (Sumaedi, Mahatma Yuda Bakti, y Metasari, 2012). ...
El presente artículo tiene por objeto valorar la satisfacción del estudiantado respecto a la calidad del servicio administrativo brindado en la Escuela de Química de la Universidad de Costa Rica. Se empleó una adaptación del cuestionario del modelo SERVQUAL. Este fue aplicado a 102 estudiantes de la carrera. Se identificó una brecha importante entre la percepción del estudiantado sobre la calidad del servicio y la expectativa que se tenía de el. Todas las dimensiones del modelo presentaron una brecha similar, con una media global para el instrumento de -1.01 (s =0.31). Las dimensiones fueron correlacionadas con características sociodemográficas y se encontraron asociaciones con la edad y avance en la carrera del estudiantado. Se generaron modelos de regresión donde se destaca el avance mencionado como el predictor de la satisfacción. Los resultados muestran que existen puntos de mejora para brindar en servicio administrativo idóneo que apoye a la formación académica.
... Patients put emphasis on quality and effectiveness of the hospitals when looking for healthcare services. It has been experimentally determined that service quality affects trust and commitment of customers [18]. In healthcare, customer/patient perceptions are vital and observing patient satisfaction is an important element of a hospital's effectiveness and should be a preference for quality improvement [19]. ...
Measuring satisfaction of patients and understanding their perceptions are important for the hospital management to respond to customers' growing demands for acceptable quality of healthcare services. The main purpose of this paper is to present a methodology that can be used in the healthcare service quality evaluation. IVIF-PROMETHEE method is applied for service quality evaluation based on patients' views in a real-life case study of a public hospital in Istanbul and the results are compared with the results from IVIF-TOPSIS method. Interval Valued Intuitionistic Fuzzy (IVIF) set is considered an appropriate tool because of the complexity and vagueness of the evaluation of healthcare services. The evaluation of the quality level of the healthcare service provides detailed information about the effects of considered criteria as well as creates opportunities in implementing effective procedures to overcome service quality problems via analysing the patients' views. The proposed methodology can be a useful tool for hospital management.
... One of the key indicator of the higher education performance is service quality which provides significant information and feeling to customers. Competitive advantage in higher education sector can be gained by perfect perceived quality (Sumaedi et al., 2012). Moreover a lot of studies demonstrated that service quality has a positive effect on customer satisfaction in higher education sector (Stodnick and Rogers, 2008;Malik et al., 2010;Farahmandian et al., 2013;Wei and Ramalu, 2011;Sumaedi et al., 2011). ...
... Customer satisfaction as when the needs, wants and the expectations of the customers are met [30], where, Boeselie, Hesselin, and Wiele [31] and Sumaedi et. al [32] reported that customer satisfaction is "a positive, affective state resulting from the appraisal of all aspects of a party's working relationship with another" cited in. According to Kotler, [33] customer satisfaction is the feelings of contentment or unhappiness as a result of comparing the perceived performance of products with the expected. ...
Tourism industry plays a significant role in the economy of a country. The main purpose of the study is to examine the effect of service quality on the level of tourists' satisfaction, revisit, and the development of tourism industry. The study provides the importance of tourism industry, concept and dimensions of service quality and impact of service quality on tourism and customer satisfaction. The finding of the study revealed that components especially Quality of accessibility, accommodation, venue and their dimensions contribute directly in satisfaction of tourists, their intention to return and eventually development of tourism industry in a region which should be considered highly by managers of tourism industry. The study also provides the recommendation to the future studies.
... Service quality encompasses more than one dimension (Sumaedi et al. 2012b;Lin et al, 2011;Clemes et al., 2008). Gronroos (1982) has proposed two dimensions of service quality, which are technical and functional quality. ...
The objective of the study is to explore the relationship between the SERVQUAL dimensions of service quality and student satisfaction. Factor analysis, multiple regression, t-test, and ANOVA were employed to analyze data. A sample size of 119 was gathered from four private universities in Dhaka and respondents were students. Finally, 117 were found suitable for analysis. The study reveals that responsiveness, assurance, empathy, and student quality have significant influence on student satisfaction. Among these, assurance illustrated the strongest influence on student satisfaction followed by empathy and student quality. These findings can be valuable inputs for academic leaders to enhance student satisfaction. In this endeavor, student quality is being incorporated as an additional dimension of SERVQUAL. This realistic contribution may modify academic leaders to think in a progressive way in assessing student satisfaction in future. Finally, the study discloses that overall service quality has a positive significant influence on student satisfaction.
... While universities try to increase the number of the students, current and previous students' trusts play a vital role in improving universities' branding and marketing activities (Sultan and Wong 2012). Furthermore, some studies indicated that marketing costs could be reduced by building trust among students (Sumaedi et al. 2012). Trust is regarded as a determining factor in enhancing the strength of the student-university relationship. ...
Brand orientation and service quality have been recognized as having a positive impact on organizational performance in both for-profit and nonprofit sectors. With the ever-increasing competition in the higher education context, institutions will achieve growth and market share if they follow a branding-based approach in their strategic thinking and planning. So, the importance of brand and brand orientation increases in this sector day by day. Likewise, provision of quality services is one of the most important priorities of educational institutes around the world because of its integral role in developing competitive advantage and in attracting new and retaining existing students. This study aims to propose a framework to investigate the effects of perceived brand orientation and perceived service quality on behavioral and attitudinal consequences of students such as trust, loyalty, satisfaction, and word-of-mouth in Iran’s higher education industry. Simple random sampling approach was employed, and data were collected through a questionnaire distributed among students of Kharazmi’s Faculty of Management in Tehran and analyzed by structural equation modeling using Smart PLS. The results revealed that perceived brand orientation has a positive impact on trust, loyalty, satisfaction, and word-of-mouth. Particularly, perceived brand orientation has a positive impact on perceived service quality. Besides, the relationship between perceived service quality, trust, satisfaction, and word-of-mouth was confirmed.
Purpose
The purpose of this study is to examine the link between knowledge-oriented leadership (KOL) and organizational performance (OP) at Higher Education Institutions (HEIs) both directly and indirectly through service innovation and knowledge-sharing quality.
Design/methodology/approach
This research used Smart PLS 4.0 to model structural equations using a sample comprising 237 academic staff from HEIs in China.
Findings
According to the study data, KOL has a negligible direct influence on organizational performance. The link between KOL and OP, on the other hand, is entirely mediated by the quality of knowledge sharing quality and service innovation.
Practical implications
The study results validate universities' experience with KOL and propose ways for academics at higher education institutions to prioritize the quality of knowledge sharing and service innovation, which in turn helps organizations function better in a volatile environment.
Originality/value
Despite the growing relevance of knowledge-oriented leadership in higher education, little research has been conducted to examine the mediating impact of numerous factors in the link between KOL and OP. The present research examines the link between knowledge-oriented leadership, the quality of knowledge sharing, service innovation and the performance of higher education institutions. The current study scientifically investigates the link between KOL and OP and offers insight into the existing literature by examining the mediating role of KSQ and SI.
The study examined the Principal’s Administrative Roles and Teachers’ Job Effectiveness in Public Secondary Schools in Akwa Ibom State. The lapses created by poor Principal’s Administrative Roles in managing public secondary schools in Akwa Ibom State in terms of instructional supervision, planning, motivation and evaluation influence absenteeism, unwillingness to plan lesson notes, laziness towards teaching and other forms of indiscipline which constitute a great threat to effective job performance by teachers. This study aims to improve on these lapses for effective teaching and student academic performance. The study used Quantitative Research Design, using the Correlation Survey Method. Four objectives with corresponding four research questions as well as four hypotheses were used to guide the study. The sample of 320 was selected from a population of 6,978, A simple random sampling procedure was used in selecting a sample of the study. A self-design questionnaire titled “Principal’s Administrative Role and Teacher Job Effectiveness” was used for data collection. The study was able to find the relationship between the principal’s role in instructional supervision, the principal’s role in planning, the role of motivation and the role in evaluation. It was recommended that principals in Akwa Ibom State should choose the right kind of supervisory practices which can contribute to better teaching performance. School development plans and advancement of principal leadership should be included in their preparatory programmes, training and professional development
The reasons why Brazilian civil engineering education has not achieved competitive performance worldwide remain unclear. Thus, this study aims to identify what factors influence student performance in civil engineering undergraduate programs in public institutions in Brazil. Multiple linear regression methods were used to analyse the interactions between the student performance (dependent variable) and the professors' and universities' attributes (predictors). The analysis shows that the professor's qualification and didactics are significant attributes, as are the time of the program's existence, the academic organisation (if it is annual or semester courses), and the institutions' administrative jurisdiction. The discussion presented possible explanations for each attribute's contribution. The study adds to the theory of predicting student performance in a developing country scenario, in this case, Latin America, where engineering education has fewer investments in academic infrastructure and human capital.
Sejalan dengan semakin tingginya kesadaran kebutuhan layanan pendidikan tinggi masyarakat, perhatian terhadap isu kualitas layanan perguruan tinggi kini juga semakin meningkat. Agar perguruan tinggi bisa survive dalam kompetisi antar perguruan tinggi, maka perguruan tinggi harus mengetahui dan menyadari persepsi kepuasan layanan institusi perguruan tinggi. Penelitian ini merupakan kajian literatur sistematis (systematic literature review) terhadap dimensi kualitas pelayanan perguruan tinggi di publikasi internasional. Kajian literatur ini dilakukan terhadap database penerbit internasional bereputasi (Emerald; Willey; Springer; Francis & Taylor; Sage publishing) dalam rangka menemukan trend global dalam menentukan dimensi kualitas pelayanan perguruan tinggi sesuai konteksnya. Studi ini bertujuan memberikan arah pengembangan pelayanan institusi perguruan tinggi di Indonesia agar dapat mengikuti trend global. Dari hasil analisis systematic literature review dihasilkan 11 pengembangan konseptual model pengukuran kualitas layanan perguruan tinggi. Kesebelas konsep dimensi tersebut paling banyak ditemukan di database Emerald. Penelitian kedepan masih terbuka untuk mengembangkan dimensi konseptual yang otentik sesuai karakteristik perguruan tinggi dan melibatkan perspektif pengguna layanan yang semakin luas.
Service quality is vital for higher education institutions in order to remain competitive and growing. There is a dire need to ensure students’ satisfaction with university. Factors influencing students’ satisfaction had been explored in private universities of Islamabad, Pakistan. The factors that influenced students’ satisfaction were measured on teaching excellence, quality of academic programs, faculty involvement, and institutional environment. Non-probability sampling technique applied for 436 of HEIs students from three universities which were selected as a sample for study. A set of questionnaires was administered and distributed to the respondents of the study. A variance based Partial Least Squares regression (PLS) was applied to test the hypotheses. Results indicate a positive and direct relationship between perceived service quality of education and student satisfaction. The results of study contribute towards the literature of student satisfaction determinants and practical implications for academicians of HEIs of Islamabad, Pakistan universities.
Purpose: This study examined how many determinant factors (service dimensions, food quality, and price perception) affect revisit intention. This practical concept is service quality (SERVQUAL), customer satisfaction, and repeated/revisit behavioral intention based on the theory of reasoned action (TRA). Research design, data and methodology: This research applied a hybrid mixed-method comprising exploratory and explanatory sequential design by Creswell (2014). The 400 responses were collected in four townships in Myanmar. This study drilled down to exploratory factor analysis (EFA) followed by confirmatory factor analysis (CFA) prior to test the hypothesized factor structure of all the variables resulted in the form of the goodness of fit. For further data analysis, structural equation modeling (SEM) was applied to test the relationships among the variables of the proposed model. Results: The results showed that perceived service quality, food quality, and price perception have direct effects on customer satisfaction and indirect effect on revisit intention. The perceived service quality has the most significant influence while the food quality has the least influence on customer satisfaction. Conclusions: The results are useful for the restaurant managers to better understand the significant strategic choice factors to improve higher quality service amongst restaurants both domestic and international under the stiff competition.
This paper reviewed famous models of service quality developed by researchers from time to time. This study focused on service quality in higher education and reviewed those articles and research papers where main objective is to investigate service quality in higher education. This review paper also highlighted the models used by different scholars from 2009 to 2019. It also informs about dimensions and the number of items in the scale studied by different scholars and developing new models by taking famous models as base. In this way this paper articulates about the interpreters of service quality and will help in further research. It will also help the policy makers to study service quality and develop effective marketing strategies.
Objetiva-se investigar relações entre qualidade percebida no serviço educacional dos alunos de graduação presencial privada com: tamanho da turma, gênero e tempo de experiência de uso do serviço. Realizou-se pesquisa do tipo survey, de natureza quantitativa e caráter descritivo. A escala SERVPERF foi adaptada para mensurar as variáveis propostas sobre amostra de 1.379 estudantes de três instituições de ensino superior (IES) privadas brasileiras. Resultados do teste Mann-Whitney U indicaram relações negativas significativas entre qualidade percebida e tamanho da turma. As percepções de qualidade dos alunos veteranos também apresentaram resultados significativamente inferiores às percepções dos calouros. Por outro lado, apesar das médias do grupo feminino serem superiores às do grupo masculino em todas dimensões pesquisadas, não foi encontrado resultado significativo entre qualidade percebida e gênero, de forma geral. Devido às lacunas em pesquisas com as variáveis avaliadas, os achados contribuem para debate acadêmico, sobretudo acerca do comportamento do consumidor. Adicionalmente, discutem-se sugestões relevantes para tomadas de decisões gerenciais das IES que buscam melhorias operacionais e financeiras e se encontram pressionadas por tendências mercadológicas, incluindo aumento de alunos por sala de aula e consequente risco de deterioração da qualidade percebida de seus serviços.
Research objectives - The purpose of this study was to analyze the factors that affect the repurchase intention of Starbucks Coffee Forward Oakwood Jakarta consumers related to service quality (servqual), customer satisfaction and brand trust.Design/Methodology/Approach - The quantitative analysis method uses structural equation modeling (SEM) analysis with LISREL software version 8.80. Sampling was carried out for 4 months. Respondents who were selected as respondents had criteria as consumers who had visited and had made a one-time purchase at Starbucks Coffee Forward Oakwood Jakarta. The research instrument was a questionnaire and the respondents filled it directly on the google form.Findings - The proposed research model meets the Goodness of Fit (GOF) category. The factor that affects repurchase intention is servqual which is an important factor in increasing repurchase intention. Customer satisfaction mediates the influence of servqual and brand trust with repurchase intention.Research limitations - This study is limited to Starbucks Coffee Forward located in Oakwood Jakarta. In the future, research can be carried out on Starbucks Coffee Forward Oakwood in other areas such as those in Bali.Originality/value - This study raises customer satisfaction and repurchase intention depending on the brand trust that consumers have. The novelty of this study is the object of research, namely Starbucks Coffee Forward Oakwood Jakarta. This Starbucks has a characteristic that is different from other Starbucks
Yükseköğretim sektörü, artan eğitim talebini karşılamak için hızla büyüyen rekabetçi bir sektör haline gelmiştir. Rekabete dayanan bir pazarda, hizmete yönelik memnuniyetin fark yaratacağı gerçeği, üniversiteleri farklı paydaşlar tarafından algılanan hizmet kalitesinin çeşitli yönlerini geliştirmeye zorlamaktadır. Bu çalışmada, yükseköğretim kurumlarının sunduğu hizmet kalitesine ilişkin algının ölçüldüğü akademik yayınlar incelenmiş ve bu çalışmalarda tercih edilen ya da tasarlanan ölçekler analiz edilmiştir. Ek olarak, söz konusu çalışmalar yükseköğretim kurumlarının hizmet kalitesinin değerlendirilmesinde dikkate alınan boyutlar ve ölçeklerin uygulandığı örneklemler açısından özetlenerek yorumlanmıştır. Bu çalışmanın, yükseköğretim kurumlarının hizmet kalitesinin değerlendirilmesine ilişkin yapılacak olan çalışmalara yardımcı olması hedeflenmektedir. Ek olarak, yükseköğretim kurumlarının hizmet kalitelerini değerlendirirken göz ardı etmemeleri gereken boyutların neler olabileceği konusunda çerçeve oluşturması amaçlanmaktadır.
Purpose
The purpose of this paper is to understand the meaning and operationalisation of quality of service (QoS) in the context of higher education institutions (HEIs).
Design/methodology/approach
A systematic literature review of 167 articles published in various peer-reviewed journals between 1990 and 2019 is performed.
Findings
The findings reveal that around 40 dimensions have been used to conceptualise QoS in HEIs. Reliability followed by responsiveness, tangibility, empathy, assurance, programme design, academic and non-academic processes, reputation and facilities have received the highest attention. The most popular approach is empirical, and surveys and single-context studies are the most popular methods. The United Kingdom (UK) leads research on quality in HEIs, followed by the United States of America (USA) and India.
Research limitations/implications
This paper contributes to the body of knowledge by presenting a comprehensive synthesis of articles addressing QoS in HEIs.
Practical implications
Policymakers and academic administrators can use the findings of this study to conceptualise student satisfaction along the educational value chain. The discussion on HEIs’ and students’ perspectives will help policymakers create teaching excellence.
Originality/value
This paper contributes to the body of knowledge by presenting a unified synthesis of various strands of the literature on QoS in HEIs.
This study aims to formulate a special dimension of service quality in Islamic higher education institutions in shaping Islamic culture according to the perceptions of international Muslim students. Using a quantitative approach with exploratory factor analysis, it involved 100 international Muslim students taken from multi-stage proportionated stratified random sampling (probability sampling). The results showed that based on the experience of international Muslim students, the service quality of Islamic higher education institutions included the dimensions of teaching staff competencies, administrative staff competencies, Islamic environment, physical facilities and information technology-based services, all of which can work together in shaping Islamic culture. To support the vision of the internationalization of Islamic higher education institutions, managers must pay attention to these dimensions as a representation of the quality of service felt by international Muslim students to meet their expectations during their studies at Islamic higher education institutions in Indonesia.
Teaching and learning processes are facilitated through face-to-face and online activities. The web application facility allows students to easily find information related to education and the business world. This study aims to analyze the direct and indirect (mediated by the academic atmosphere) effects of web application facilities on student satisfaction. Research respondents were Postgraduate Program students majoring in Management Masters. Structural Equational Model (SEM) with PLS and SPSS Program were used in the data processing. The results of this study indicate that (1) Web application facilities did not have effects on student satisfaction; (2) The application facilities affect student satisfaction if mediated by the academic atmosphere. There has not been much research in Indonesia because the web usage program is new in Indonesian education. The research results contribute to the development of consumer behavior models. Web application facilities assist soft data storage for accreditation purposes and accelerating graduation of quality students to construct a conducive atmosphere affecting student satisfaction.
غرض الدراسة : يهدف البحث الحالي الى تحديد دور خفة الحركة الاستراتيجية الخاصة بـــ ابعادها ( الحساسية الاستراتجية ، والاستجابة الاستراتيجية ، والقدرات التعاونية ) كمتغير مستقل في تعزيز جودة الخدمة المدركة كمتغير تابع، وقد انبثقت الدراسة من مشكلة واقعية الخاصة بالدورات التدريبية المقدمة للمستفيدين في المراكز التعليمية ، من خلال الاطلاع على استمارات الاستبيان المقدمة لهم بعد انتهاء الدورات التدريبية للعامين (2017 ــــ2018 ) و (2018 ــــ 2019) ، فضلاً عن استطلاع رأي المحاضرين ومسؤولي مركز التعليم المستمر في الجامعة المستنصرية .
المنهجية / التصميم : تم توزيع (60) استبانة على المحاضرين ومسوؤلي مركز التعليم المستمر ، اذ تم استرجاع (55) استمارة كون (5) استمارات غير صالحة للتحليل ، وتم تحليل الاستمارات بأستخدام برنامجي التحليل الاحصائي (spss.v25, Amos v25) .
قيمة الدراسة : تتمثل بأهمية متغيرات البحث كونها من المواضيع الحديثة نسبياً ، فضلاً عن تطبيق هذه المتغيرات على القطاع التعليمي.
النتائج العلمية : توصل الباحثان الى مجموعة من النتائج ولعل ابرزها وجود تاثير معنوي لمتغير خفة الحركة الاستراتيجية في جودة الخدمة المدركة ، فضلاً عن تول البحاثان الى مجموعة من التوصيات من اهمها ضرورة تعاون مركز التعليم المستمر في الجامعة المستنصرية والاستفادة من تجارب المراكز العالمية والعربية الرائدة في هذا المجال لتحقيق جود الخدمة المدركة.
Purpose
The purpose of this paper is to identify the dimensions of service quality in the context of Islamic higher education (IHE); explain the determinant dimensions of overall perceived service quality (PSQ) according to students; and explains the difference in the level of quality felt by students in each dimension based on gender, year of study and level of education of students in Indonesia.
Design/methodology/approach
A survey method from 384 questionnaires collected from students in four major cities in Indonesia; 378 questionnaires were declared valid for explanatory analysis using SEM-PLS and t -test.
Findings
The new model called Islamic Higher Education Service Quality (i-HESQUAL) with seven dimensions of quality that are considered important by students i.e. teaching capability and competence of academic staff (TCC), reliability of service (ROS), reputation of university (REP), responsiveness of employees (RES), empathy of employees (EMP), internalization of Islamic values (IIV) and library service support (LSS). The dimensions that influence the overall PSQ are the IIV and LSS. In addition, students based on the year of study have differences in assessing the dimensions of quality, namely the dimensions of TCC, ROS, IIV, LSS, while the level of education also has differences, especially on the dimensions of ROS, REP and LSS.
Research limitations/implications
This research was only carried out at four public Islamic universities, for that there is a need for further research in the form of longitudinal studies with different geographical samples e.g. in the perspective of private universities to generalize research results.
Practical implications
The i-HESQUAL dimensions can be used by IHE managers to measure their performance according to students' perspectives. The two dimensions that determine the overall PSQ should be IHE's strategic advantages and the dimensions that do not affect the overall PSQ are feedback to identify weaknesses.
Originality/value
These findings contribute to PSQ research in the context of IHE, which operates on the values and culture that surrounds it (Islamic culture), while most of the previous research was conducted in the context of developed countries with a secular education system.
Employing accurate measurement of business performance is required in any industry although the measures may vary according to the nature of the business sector, which in this case is the higher education sector. In 2019, the Ministry of Higher Education, Science, Research and Innovation of Thailand reported that there are approximately one hundred and fifty Thai universities offering several programs in Thai and English. International undergraduate programs are increasingly popular due to the greater opportunities for international career achievement and earnings. The success of international students, and hence future graduates, might be a good indicator of the performance of these international programs. The literature suggests there might be several factors affecting the success of international undergraduate students e.g. student performance in terms of academic and practical competency; their personal lifestyle and behavior such as social network usage; and the university's customized attention in terms of counseling and social activities. There are still limited studies investigating a single performance measurement model for international undergraduate programs that includes the abovementioned factors affecting international students' success in Thailand. This study employs questionnaires to collect data from international undergraduate students from five universities in Bangkok, Thailand. The majority of respondents are male and study in year 3 or higher. They come from 23 countries but the majority are Thai, followed by Myanmar, Chinese, Vietnamese, and others. Most respondents work part-time for an average of 24 working-hours per week. Hypothesis testing revealed the performance measurement model for the international undergraduate programs in this study is significantly practical. The success of international undergraduate students in Thailand can be predicted by various factors in the model. That is, the higher the student's performance in terms of practical competency such as doing an internship, the greater the success of international undergraduate students in Thailand. Student success was also affected by their personal behavior such as online social network usage (p<0.05). The results could be used as guidelines for measuring and improving the performance of academic curricula, international students and the universities. This might also help to better satisfy the needs of international undergraduate students and employers as well as to extend the existing literature.
The Punjab education system has witnessed significant expansion in public higher education, both in terms of number of institutions as well as the students’ enrolment with 10 state universities and 48 government colleges. But higher education sector in Punjab still confronts various problems. The extent of various factors of higher educational institutions effectiveness depends on individual features such as demographic variables. This article investigates the difference in the satisfaction of students towards college effectiveness on the basis of demographic variables. The sample of the study comprised of 369 students from the various government colleges of Punjab, and the data was analysed using mean value, t-test and analysis of variance (ANOVA). Results showed that on the basis of gender significance, differences were found in the case of infrastructure facilities, extracurricular activities, financial administration and placement services of the colleges. In the case of level of education, bachelor’s students were most satisfied for infrastructure facilities, placement services, student support services and financial management of the colleges. On the basis of course stream, arts group and commerce group were significantly different on responding towards the academic environment. In the case of college administration, significant differences were found between commerce and science groups, and for extracurricular activities differences were found among arts, commerce and science groups. According to the location of the colleges, significant differences were found in extracurricular activities and financial administration of the colleges.
This study aims to uncover the relationship between lecturers' motivation, empowerment and service quality with students' level of satisfaction in Malaysian polytechnics. This study is based on previous studies which had looked into the relationship between the quality of teaching and learning with students' satisfaction level. About 200 questionnaires had been distributed to students in four polytechnics but only 98 questionnaires were analysed. The data collected was analysed using the SPSS software version 17.0. The analysis showed that there is a significant relationship between the dimensions of motivation, empowerment and service quality with students' level of satisfaction. These three dimensions contributed 35.5% towards students' level of satisfaction. Future research into related areas would be discussed in the final part of the study.
The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about the SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize service quality. After demonstrating that the validity and alleged severity of many of those concerns are questionable, they offer a set of research directions for addressing unresolved issues and adding to the understanding of service quality assessment.
Explains the need for a valid and reliable instrument for
course managers to evaluate their product through
customer feedback as part of the system of quality assurance.
Examines the justification for viewing higher education
as a service provision with the student body as the
customer. Provides a short review of the existing tools for
measuring student experience along with the rationale for
testing a modified version of the SERVQUAL instrument.
The instrument was completed by volunteers from three
undergraduate degrees (n = 134) in class time just before
the Christmas vacation. Analysis of the results revealed
higher average perception scores than expectation scores
on every dimension except tangibles. However, analysis
also revealed rather lower reliability coefficients than
achieved by Parasuraman or later replication studies.
Factor analysis did not support the original five SERVQUAL
dimensions in line with other replication studies. Considers
the reasons for the low reliability score and the different
factor structure. In particular, proposes the modified
instrument’s lack of focus on a specific aspect of the
complex service experience as a possible source of error.
Recommends that the elements of service quality should
be revisited and a higher education specific instrument for
course managers should be constructed.
An earlier version of this research was presented at
MEG95 as a working paper.
Business organizations make considerable use of professional services. However, it has received less attention in the context of professional business services than of other consumer services in general. This study represents an empirical assessment of service quality and customer satisfaction in professional accounting firms operating in North Cyprus. The general purpose of this study was to examine the potential of SERVQUAL, an instrument frequently employed to assess the quality of consumer services, in professional accounting firms and to identify those managerial actionable factors that impact customer satisfaction. In addition, the study explored the relationship among customer satisfaction, service quality, firm image, and price of service rendered. The results of the empirical study indicate that (1) the SERVQUAL instrument with fivedimensions provides good measurement of service quality in the context of professional accounting business; only one (i.e., empathy) out of five dimensions of SERVQUAL was statistically significant related to customer satisfaction, (2) service quality has a positive effect on customer satisfaction, (3) firm image and the price of service have positive impact on customer satisfaction, and (4) the price of service directly influences service quality. The impact on satisfaction from highest to lowest in order was, overall firm image, price compared to quality and service quality (empathy), respectively. This tells us the firm image is the most important factor to customer satisfaction, price next and service quality last from firms' perspective. From our empirical results, we may infer that the clients believe that no matter which accounting firm they choose should have a certain degree of service quality guaranteed in the highly competitive battle field.
Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. Customer satisfaction is established when brand fulfills the needs and desires of customers. In this research study, the subscribers of telecom sector or the mobile service providers like Ufone, Mobilink, Telenor etc operating in Pakistan were targeted as the population while Price Fairness and customer services were the taken as predicting variables towards customer satisfaction as criterion variable. The results showed that both the factors significantly contributed to explain customer satisfaction but comparatively price fairness had the larger impact on customer satisfaction than customer services. Conclusion and implications of the study are also discussed based on the analysis.
Business organizations make considerable use of professional services. However, it has received less attention in the context of professional business services than of other consumer services in general. This study represents an empirical assessment of service quality and customer satisfaction in professional accounting firms operating in North Cyprus. The general purpose of this study was to examine the potential of SERVQUAL, an instrument frequently employed to assess the quality of consumer services, in professional accounting firms and to identify those managerial actionable factors that impact customer satisfaction. In addition, the study explored the relationship among customer satisfaction, service quality, firm image, and price of service rendered. The results of the empirical study indicate that (1) the SERVQUAL instrument with five-dimensions provides good measurement of service quality in the context of professional account-ing business; only one (i.e., empathy) out of five dimensions of SERVQUAL was statistically sig-nificant related to customer satisfaction, (2) service quality has a positive effect on customer satis-faction, (3) firm image and the price of service have positive impact on customer satisfaction, and (4) the price of service directly influences service quality. The impact on satisfaction from highest to lowest in order was, overall firm image, price compared to quality and service quality (empa-thy), respectively. This tells us the firm image is the most important factor to customer satisfac-tion, price next and service quality last from firms' perspective. From our empirical results, we may infer that the clients believe that no matter which accounting firm they choose should have a certain degree of service quality guaranteed in the highly competitive battle field.
This paper undertakes a case study of a business school within a leading university in the Middle East, which has implemented a quality system and has gained accreditation by the Association to Advance Collegiate Schools of Business International. The paper reviews the development of the quality system and examines the concept of service quality in business education. The aim of this study is to address the paucity of service quality research in business education in this region. Empirical research is used to determine the factors that influence student evaluation of service quality. With data collected from 310 students, the study identifies six factors that influence students’ evaluations of service quality. Research implications of the study are then discussed.
Examines the concept of service quality in business education with data collected from 388 students. Identifies seven factors which influence student evaluations of service quality. In descending order of importance these factors are: reputation, administrative personnel, faculty, curriculum, responsiveness, physical evidence and access to facilities. Describes the implications for controlling quality and for achieving excellence in business education.
The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about the SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize service quality. After demonstrating that the validity and alleged severity of many of those concerns are questionable, they offer a set of research directions for addressing unresolved issues and adding to the understanding of service quality assessment.
The paper provides an interpretation of the ISO 9001 model for quality assurance in a university environment. The objective is to prepare a framework for successful documentation and implementation of a quality system based on the ISO 9000 international standards in education. The systems approach to quality assurance and the concept of a university production system furnish the basis for a consistent interpretation of all twenty elements of ISO 9001 (1994). An interpreted quality system can then be established in any department, faculty or university seeking explicit quality assurance, i.e. providing confidence to customers that their requirements for quality are met.
A conceptual model articulating the nature and determinants of customer expectations of service is proposed and discussed.
The model specifies three different types of service expectations: desired service, adequate service, and predicted service.
Seventeen propositions about service expectations and their antecedents are provided. Discussion centers on the research implications
of the model and its propositions.
The aim of this study is to investigate the impact of parent's perceived service quality on satisfaction and trust. It also explores the relationship between satisfaction, trust and loyalty in a childcare centre. Perceived service quality in a childcare centre has received increasing attention by researchers during the past decade. Research evidence has revealed that perceived service quality has an influence on satisfaction and trust. The data for this research were collected from 201 respondents in Kuala Lumpur and Selangor via survey technique. A comprehensive conceptual model was developed and tested by structural equation modeling using AMOS program. The findings unveil that perceived service quality is positively related to parent satisfaction and trust. In turn, parent's satisfaction is the most influential determinant of trust. Furthermore this paper delineates several interesting findings that, trust holds a pre-eminent role in the formation of parent's loyalty towards the childcare centre. However, parent's satisfaction has no direct impact on loyalty. Implications of the findings, potential limitations of the study and directions for future research are suggested.
In recent years, numerous studies in the field of service quality have been carried out. However, relatively few studies have addressed the specific context of higher education. The purpose of this study has been to examine what dimensions constitute quality in higher education and to compare these with the dimensions of quality that have been developed in general service quality research. The focus has been on academic business studies and a student perspective was chosen. First, 29 in‐depth interviews were carried out. Based on the interviews, a questionnaire was constructed and responses were obtained from 448 Austrian and Swedish students. Using factor analysis, quality dimensions were defined. These dimensions are compared with the earlier research in the area of higher education and with the general research into service quality.
Explains the need for a valid and reliable instrument for course managers to evaluate their product through customer feedback as part of the system of quality assurance, and examines the justification for viewing higher education as a service provision with the student body as the customer. Provides a short review of the existing tools for measuring student experience, along with the rationale for testing a modified version of the SERVQUAL instrument. The instrument was completed by volunteers from three undergraduate degrees ( n = 134) in class time just before the Christmas vacation. Analysis of the results revealed higher average perception scores than expectation scores on every dimension except tangibles. However, analysis also revealed rather lower reliability coefficients than those achieved by Parasuraman or later replication studies. Factor analysis did not support the original five SERVQUAL dimensions in line with other replication studies. Considers the reasons for the low reliability score and the different factor structure. In particular, proposes the modified instrument’s lack of focus on a specific aspect of the complex service experience as a possible source of error. Recommends that the elements of service quality should be revisited and a higher education‐specific instrument for course managers should be constructed.
The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish very satisfactory service encounters from very dissatisfactory ones. Key implications for managers and researchers are highlighted.
Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link between customer satisfaction and economic returns. The authors investigate the nature and strength of this link. They discuss how expectations, quality, and price should affect customer satisfaction and why customer satisfaction, in turn, should affect profitability; this results in a set of hypotheses that are tested using a national customer satisfaction index and traditional accounting measures of economic returns, such as return on investment. The findings support a positive impact of quality on customer satisfaction, and, in turn, profitability. The authors demonstrate the economic benefits of increasing customer satisfaction using both an empirical forecast and a new analytical model. In addition, they discuss why increasing market share actually might lead to lower customer satisfaction and provide preliminary empirical support for this hypothesis. Finally, two new findings emerge: First, the market's expectations of the quality of a firm's output positively affects customers’ overall satisfaction with the firm; and second, these expectations are largely rational, albeit with a small adaptive component.
A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which marketers work. In this article an approach is outlined by which this goal can be achieved and portions of the approach are illustrated in terms of a job satisfaction measure.
The purpose of this research is to gain an empirical understanding of students' overall satisfaction with their academic university experiences. A hierarchal model is used as a framework for this analysis. Fifteen hypotheses are formulated and tested, in order to identify the dimensions of service quality as perceived by university students, to examine students' overall satisfaction with influential factors such as tuition fees (price) and university image, and to determine the impact of students' overall satisfaction on favourable future behavioural intentions. Students' perceptions of these constructs are compared using demographic factors such as gender, age, and ethnicity.Statistical support is found for the use of a hierarchical model, three primary dimensions, and ten sub-dimensions. In addition, the results support a relationship between service quality and price; service quality, image, and satisfaction; and satisfaction and favourable future behavioual intentions. However, there is no statistical support for a relationship between price and satisfaction. The results also suggest that students' perceptions of the constructs are primarily influenced by their ethnicity and year of study.The results of this analysis contribute to the service marketing theory by providing empirically–based insight into satisfaction and service quality constructs in the higher education sector. This study will assist higher education management developing and implementing a market-oriented service strategy, in order to achieve a high quality of service, enhance students' level of satisfaction and create favourable future behavioural intentions. 1 1. Missing At Random (MAR) is a condition which exists when missing values are not randomly distributed across all observations but are randomly distributed within one or more sub-samples. View all notes
The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of disconfirmation is adequately captured by expectation and perceived performance. Further, they model the process for two types of products, a durable and a nondurable good, using experimental procedures in which three levels of expectations and three levels of performance are manipulated for each product in a factorial design. Each subject's perceived expectations, performance evaluations, disconfirmation, and satisfaction are subsequently measured by using multiple measures for each construct. The results suggest the effects are different for the two products. For the nondurable good, the relationships are as typically hypothesized. The results for the durable good are different in important respects. First, neither the disconfirmation experience nor subjects' initial expectations affected subjects' satisfaction with it. Rather, their satisfaction was determined solely by the performance of the durable good. Expectations did combine with performance to affect disconfirmation, though the magnitude of the disconfirmation experience did not translate into an impact on satisfaction. Finally, the direct performance-satisfaction link accounts for most of the variation in satisfaction.
The objective of this study is to identify the dimensions that determine the customers' evaluation of service quality in academic libraries. One university library each in England and Finland and two in Japan were selected to conduct a questionnaire survey based on the GAP theory of SERVQUAL that has led discussions on the assessment of service quality in marketing theory and practice. Since the actual delivery of information as a service outcome is as important as the service process in libraries, attributes inherent to libraries were incorporated into the survey. Subjecting data obtained to exploratory and confirmatory factor analysis showed that library service quality consists of four dimensions: effect of service (personal), library as ba (place), collections and access, and effect of service (organizational), which are different from the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy.
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish very satisfactory service encounters from very dissatisfactory ones. Key implications for managers and researchers are highlighted.
Total quality management continues to spread in industry and commerce on a global basis. Despite the various levels of scepticism and doubt expressed on its potential to lead to competive benefits, TQM continues to reshape organizations at all levels. When one looks at providers of education and training, there is little evidence to suggest that there is a high degree of enthusiasm and positive response to the challenges that industry has to face. Analyses how education is responding to TQM implementation and highlights the various obstacles. Discusses the critical aspects of TQM implementation in education and the areas which need to be addressed for a complete and radical transformation of education and training provision capable of meeting modern business requirements. Finally, suggests a way forward for developing an integrated approach to total quality education (TQE) which will assist providers of education and training to become more competitive.
In this study, several service quality variables and concepts were used to examine differences in the perception of education quality, and the main factor affecting that perception, between students in the USA and the UK.
Purpose
The aim of the study is to develop a TQM model of academic excellence and empirically establish a relationship between TQM implementation and students' satisfaction of academic performance.
Design/methodology/approach
A sample of students from ISO and non‐ISO engineering institutions from South India has been taken for the study. Statistical measures like mean, t ‐test, correlation and regression analysis were used.
Findings
The results reflect that ISO 9001:2000 engineering institutions are moving towards the path of TQM offering better quality of educational service than the non‐ISO institutions. A relationship between the five TQM constructs and students' satisfaction of academic performance has also been established.
Research limitations/implications
This study has been conducted in higher engineering education from the students' perspective only. The study is limited to the privately funded engineering institutions. Research relating to other types of institutions namely the government institutions and the deemed universities can be taken up in future.
Practical implications
The academic excellence model developed in this paper can be effectively implemented in the higher educational institutions to enhance the quality of education and students' satisfaction.
Originality/value
5C TQM excellence model is unique. Suggestions to educational authorities interested in improving the quality of education are valuable.
Intense competition in higher education in many different countries mandates the need for assessments of customer-perceived service quality for differentiation purposes. An instrument developed specifically from a business education setting was employed utilizing an importance/performance approach with seven determinant choice criteria groupings. A sample of business students in New Zealand and the mid-Atlantic region of the USA participated, and some important problems in perceptions were noted. Strategic implications for the universities involved and suggestions for future research are provided
Despite a vast literature in customer satisfaction, little has been said on the satisfaction of higher education institutions' customers i.e. the students. This study therefore, aims at finding out whether the current undergraduate students of Universiti Tun Abdul Razak (UNITAR) are satisfied with the quality of education delivered by the university. It also attempts to discover which of the factors that constitute UNITAR's education service contributes the most to the students' satisfaction level. Since the university delivers its education through a combination of web -based materials, on-line tutorials and the conventional face-to-face classes, the researchers identified seven independent variables to constitute the university's education service namely the course content, service given by the lecturers and the faculty, course assessment, instruction medium, social activities, concern for students and facilities. Data were collected through a set of questionnaire and analyzed using SPSS software. An analysis of mean gap score was obtained by subtracting the experience score from the corresponding expectation score to find out students' satisfaction with each of the factors. A stepwise regression analysis was conducted to determin e the factor affecting students' satisfaction. It was found that four factors namely facilities, instruction medium, course content and lecturer and faculty are significant in affecting student satisfaction. Discussion and conclusion were formed based on the mean gap score and stepwise regression analysis
A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which marketers work. In this article an approach is outlined by which this goal can be achieved and portions of the approach are illustrated in terms of a job satisfaction measure.
Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link between customer satisfaction and economic returns. The authors investigate the nature and strength of this link. They discuss how expectations, quality, and price should affect customer satisfaction and why customer satisfaction, in turn, should affect profitability; this results in a set of hypotheses that are tested using a national customer satisfaction index and traditional accounting measures of economic returns, such as return on investment. The findings support a positive impact of quality on customer satisfaction, and, in tum, profitability. The authors demonstrate the economic benefits of increasing customer satisfaction using both an empirical forecast and a new analytical model. In addition, they discuss why increasing market share actually might lead to lower customer satisfaction and provide preliminary empirical support for this hypothesis. Finally, two new findings emerge: First, the market's expectations of the quality of a firm's output positively affects customers' overall satisfaction with the firm; and second, these expectations are largely rational, albeit with a small adaptive component.
Purpose
The study seeks to examine the relationship between the implementation of the ISO 9000 quality management system and educational outcomes of schools, measured by student achievement on the state‐mandated tests and school attendance rates – graduation rates, in the case of high schools.
Design/methodology/approach
The study was conducted using schools in the USA that have implemented ISO 9000. The study employed the Hierarchical Linear Modeling (HLM) technique, taking into account the hierarchically nested data structure of this study.
Findings
It was found that: first, there is no relationship between ISO 9000 participation and students' learning outcomes on the state‐mandated tests – both for students in general and economically disadvantaged students in particular, across math and reading, and at all school levels; second, standardization of schooling by ISO 9000 fails to decrease the negative influence of school SES on the overall student achievement of a school; and finally, although ISO 9000 participation is not related to the students' graduation rates in high schools, it is positively associated with the students' school attendance rates in elementary and middle schools.
Practical implications
Given the long‐established institutional features of education such as value‐orientation, diversity, and complexity, ISO 9000, focusing on procedural standardization of classroom activities, may not work well as a quick‐fix solution to improve student learning.
Originality/value
The study suggests that, by helping schools become organized and thus function well in the area of essential school operations such as student and teacher attendance, ISO 9000 could positively influence school performance without threatening other important values such as teachers' professional autonomy and creativity in classrooms.
Audit committees have become more important and prevalent in recent years but there is a relative paucity of empirical research concerning their value. This paper contributes to this research by reporting an analysis of the relationship between the size of the audit fee and the existence of an audit committee. The analysis builds on previous research in this area in several ways. First, it uses more recent data than previous research which may have been influenced by transitional problems. The data in this paper were collected from financial reports for the years ending in 1994 and 1995. Second, it investigates the effect on audit fees of audit committee adherence to the Cadbury Committee Report recommendations of 1992. Finally, the analysis is set within a theoretical framework developed from agency theory. The results suggest that audit committees have been through a transitional phase comprising changes to the general audit environment and a learning phase for the establishment and operation of committees. By 1995 there is no evidence that audit committees, whether adhering to the Cadbury Code or not, have any overall effect on audit fees. The only effect found was a reduction in fees due to improved internal controls in the presence of auditee complexity. There was evidence that size was the main determinant of the presence of an audit committee.
This study identifies the costs, benefits and the satisfaction level with ISO 9000 implementation in Saudi Arabian firms. A survey of 140 ISO 9000 certified manufacturing companies was carried out. The results suggest that these manufacturing companies were satisfied with ISO 9000 as far as the benefits gained from certification and its costs were concerned. They considered the benefits of ISO 9000 certification to exceed the costs of attaining the standards, and believed that ISO 9000 contributed to organisational survival and success.
Business schools are under mounting pressure to decrease the cost of delivering education while improving programmes and services for students. Total quality management (TQM) provides a way to improve quality while reducing costs. However, since TQM involves fact-based continuous improvement, data must be collected to allow for measurement of current levels of student and faculty satisfaction. Uses SERVQUAL, an instrument for measuring service quality, to assess both the quality and importance of each of the dimensions: tangibles, reliability, responsiveness, assurance and empathy, at two universities in the north-east region of the USA. Also tests for agreement between the views of faculty (providers) and students (consumers). Finally, demonstrates how SERVQUAL may be used as a tool for benchmarking performance in order to improve service quality.
Purpose
To discuss the requirement for a university to adopt a clearly defined marketing strategy to increase its international student population and generate additional revenue.
Design/methodology/approach
Primary research was undertaken to investigate the notion that customer satisfaction influences perceived quality and in turn affects profitability. The research methodology carried out among hospitality and tourism management students at Bournemouth University combined qualitative and quantitative methods. A student focus group and staff members with specialised knowledge were interviewed using a semi‐structured approach to allow a pre‐determined core of open‐ended questions to be addressed, while enabling other related issues to be pursued.
Findings
Within Bournemouth University, the reputation of the hospitality and tourism programmes and educational links are the most important considerations in student decision making, regarding their choice of programme and place of study.
Research limitations/implications
It could be argued that the courses selected attract more outgoing individuals and those more prepared to adapt to change and adopt a different culture. However, the students were from a range of countries and were representative of the mix at the University.
Practical implications
In an increasingly competitive market for international students, institutions need to provide an optimum service. International education marketing to international students should be managed to enhance consumer satisfaction, and raise perceived quality.
Originality/value
The findings should be taken into account when programmes are revalidated to ensure that these disciplines continue to provide students with the knowledge required by a global industry.
In view of its importance in successful marketing, understanding what determines customer satisfaction and knowing what variables and/or factors relate to it is an on-going preoccupation of researchers and practitioners alike. What is investigated in this paper is whether demographic variables influence customer satisfaction with services in the airline industry the way they influence several other aspects of consumer behavior. Findings of the empirical research that was carried out revealed that, while age and household income had no apparent influence on satisfaction, gender, occupation, education, and marital status tend to exert significant influence on customer satisfaction with airline services. Managerial implications of this result are discussed, and directions for future research are suggested.
ISO 9000 standards are rapidly being implemented in many service industries such as educational institutions, banking sectors and postal services etc. These standards are gaining popularity in educational institutions in particular. Absence of any quality standard specific to education sector has given a scope to implement ISO 9000 quality standards in educational institutions. This paper presents the detailed survey carried out to find out the contribution of ISO 9000 standards in Indian educational institutions. This paper reveals the motives of implementing ISO 9000 standards in educational institutions and its benefits to organisation. These benefits are segregated into four different parts as benefits to system, faculty, students and external benefits to organisation. The survey reveals that the most important motive of the institutions is documentation of the systems of the institute. The encouraging factor is that institutions are being befitted from ISO 9000 certification. Mechanical Design from the Indian Institute of Technology, Bombay. He has consulting experience in leading private organisations. His areas of interest are Product design and development, Management information systems and modelling and simulation. He has number of articles in International and national journals and conferences.
Engineering schools are publicly accountable for their work in education and research, and thus most of them already have a more or less formal quality assurance system in place. For example, engineering faculties across North America are accredited by national boards, and have documentation available to illustrate compliance of their performance with the accreditation criteria. T he main purpose of quality assurance in engineering education is to provide confidence to the profession, students and their parents, employers and various other stakeholders that the requirements for quality education and research are continuously met. To accomplish the same goal in manufacturing and service industries, ISO 9000 standards have been introduced to more than 350,000 companies worldwide. Increasingly, calls are being made to expand the applicability of these standards into higher education. This paper addresses the issue of incorporating the flagship standard in the series, namely ISO 9001: 2000, into the framework of engineering education and research.
The research findings have provided several implications for higher educational institutions, managers, and leaders of decision-making
processes throughout the world. Service quality, customer satisfaction, and behavioral intentions are global issues that affect
all organizations, large or small, profit or non-profit, global or local. We are all influenced or discouraged, satisfied
or dissatisfied with positive loyalty behavioral intentions or negative complaining reactions, propelled by the level of service
quality received.