Antecedents of Student Satisfaction: The Role of Student Perceived Service Quality

2021 ◽  
Vol 7 (2) ◽  
pp. 216
Author(s):  
Peter Sin Howe Tan ◽  
Yuen Onn Choong ◽  
I-Chi Chen
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Private Universities ◽  
Past Experience ◽  
The Body ◽  
Reliable Information ◽  
Perceived Service Quality

There is a lack of attention from past studies on the role of antecedents in the private higher education in Malaysia. Thus, this paper aim to examine the roles of reliable information and past experience on student’s perceived service quality and satisfaction among the undergraduate students of private universities in Malaysia. A self-administered questionnaire was adopted and collected 388 valid data from the 9 private universities in Malaysia. The SERVPERF instrument was adopted to evaluate the perceived service quality among the undergraduate students. The PLS-SEM was applied to analyze the students’ responses in determining the role of antecedents in improving student satisfaction by providing quality tertiary education in the private universities. The findings depicted that reliable information is significantly related with student perceived service quality. However, there is no relationships between past experience and student perceived service quality. Student perceived service quality is found significantly related to student satisfaction. This paper provides a valuable contribution in the body of knowledge of the antecedent and consequence of perceived service quality. The findings of the study help the management of the universities to improve the student satisfaction through the focus on the role of antecedents, particularly reliable information. Several implications are offered which would benefits Malaysia private universities and Ministry of Higher Education.

A look at university student service quality and satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ling Kee Htang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The One ◽  
The University

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.

Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities

2016 ◽  
Vol 11 (2) ◽  
pp. 488-517 ◽  
Author(s):  
Subrahmanyam Annamdevula ◽  
Raja Shekhar Bellamkonda
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Support Services ◽  
Equation Modeling ◽  
Content Type ◽  
Perceived Service Quality ◽  
Students Satisfaction

Purpose This paper attempts to develop and validate a service quality instrument called HiEduQual to measure the perceived service quality of students in higher education institutions. This paper aims to propose a structural model by examining the theoretical and empirical evidences on the relationships between students’ perceived service quality (SPSQ), students’ satisfaction (SSt), students’ loyalty (SL) and students’ motivation (SM). Design/methodology/approach The paper uses survey research design to gather data regarding attitudes of students about quality of service, satisfaction, motivation and loyalty from seven public universities in India and tests the relationships between these variables using structural equation modeling. Findings The paper identifies a model with six-structured dimensions containing 23 items for HiEduQual. It proved the direct positive effect of the perceived service quality of students on satisfaction, loyalty and motivation. The paper also supports the partial and complete mediation role of students’ satisfaction between perceived service quality of students, their loyalty and motivation toward services being provided by the universities. The competing Model 1 (M1) with partial mediation role of students’ satisfaction between students’ perceived service quality, loyalty and motivation was proved as the best among the alternative models. Research limitations/implications The paper developed and tested a new measurement instrument that covers all the service aspects experienced by the student as primary customer in higher education. Further studies can also measure service quality of the universities in the perspective of other key stakeholders. The authors would recommend studying other possible antecedents which would have influence on satisfaction motivation and loyalty. Practical implications The findings suggested that it would be worthwhile for university leaders to make proper allocation of resources, to provide better educational services including support services and facilities. It is believed that this paper has a significant competence for engendering more precise applications related to quality of services, especially concerning students’ satisfaction, loyalty and motivation. Social implications The changing nature and need of higher education services and increase in competitive intensity necessitates higher performance levels in the Indian higher education (universities). These can only be achieved through a better understanding of the expectations of students and the importance placed by them on aspects such as teaching, administrative services, academic facilities, campus infrastructure, support services and internationalization. The paper identified that student perceived service quality is a key antecedent to student satisfaction, motivation and loyalty, which conveys that service quality is an important construct. Originality/value Previous studies have primarily focused on the relationship between service quality, satisfaction and loyalty. Along with the above, this paper includes students’ motivation and assesses the effect of service quality and satisfaction on motivation which was not previously used in services marketing research, especially in higher education sector. Higher education service holds some unique features like customers’ (student) cognitive participation in the service process, requirements of the students to be fulfilled by different parties and long-term continuous services. All these features require student participation. The results indicate that quality of academic and non-academic services play a vital role in motivating students to perform better in their academics.

A pragmatic model of student satisfaction: a viewpoint of private higher education

2019 ◽  
Vol 27 (2) ◽  
pp. 142-165 ◽  
Author(s):  
Abu Rashed Osman ◽  
Ruswiati Surya Saputra
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Private Universities ◽  
Program Quality ◽  
Private Higher Education ◽  
Content Type ◽  
Institutional Image ◽  
Quality Program ◽  
Grade One

Purpose The purpose of this paper is to investigate the relationship between service quality, program quality, institutional image and student satisfaction in the context of higher education. Additionally, the study attempts to describe the mediating impact of institutional image between service quality, program quality and student satisfaction. Design/methodology/approach The structural equation modeling was used to analyze the influence of mediating variable and hypotheses testing. The population of this study was fourth-year business students of nine “grade one” private universities in Bangladesh. Data (n = 310) were gathered from students pursuing studies at different private universities in Bangladesh. Findings The findings of this study revealed that image occupied full mediation role between service quality and student satisfaction. Furthermore, it also disclosed that the direct path of service quality and student satisfaction was not statistically significant. Practical implications These unique findings imply that academic authorities should nurture the institutional image and program quality rigorously to enhance student satisfaction. The findings of this study would benefit both practitioners and academics, especially in the perspective of Bangladesh private higher education. Originality/value Past researchers have examined the direct affiliation between service quality and student satisfaction. Hence, there is a deficiency of indirect link between service quality and student satisfaction. This study has incorporated image as a mediating variable to fulfill the deficiency in higher education.

scholarly journals Facilitating the Role of Private Universities Through Entrepreneurship Development Program: A Case Study on Southern University Bangladesh

2020 ◽  
Vol 9 (4) ◽  
pp. 86
Author(s):  
Kazi Nazmul Huda ◽  
Arman Hossain ◽  
Maquesurat Ferdous
Keyword(s):  
Higher Education ◽  
Private Universities ◽  
Development Program ◽  
Private University ◽  
The Body ◽  
Higher Education Management ◽  
Entrepreneurship Development ◽  
Education Management ◽  
Southern University

The main purpose of this research is to establish a link between Entrepreneurship Development Program (EDP) and the role of private universities to show how EDP helps the performance of common roles of a university. Here, qualitative research methodology has been used to investigate the contribution of EDP of Southern University Bangladesh (SUB) in facilitating the conventional roles of a university. The EDP faculty members of SUB are selected as sample and a face to face interview is conducted with them individually to rationalize EDP as an effective intervention to facilitate the roles of SUB as a university. The study discovers six universal roles of a private university where the EDP of SUB facilitates the performance of the roles such as innovation, community development and promoting national heritage etc. The study also identifies the factors which impede the effectiveness of EDP and proposes some guidelines for the successful continuation of the program. As every private university has the propensity to play an effective role in the socio-economic development of a country, this research may contribute a lot to the body of knowledge of higher education management and endorse the significance of EDP in facilitating the role of higher education institutions effectively.

SERVICE QUALITY AND STUDENTS’ SATISFACTION IN B.SC MARKETING DEGREE PROGRAMMES OF SELECTED PRIVATE UNIVERSITIES IN SOUTH WESTERN NIGERIA

2021 ◽  
Vol 11 (1) ◽  
pp. 44-61
Author(s):  
Temitayo Famutimi ◽  
◽  
Margret Kabuoh ◽  
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Public Awareness ◽  
Private Universities ◽  
Professional Associations ◽  
Sustainable Competitive Advantage ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Students Satisfaction

Delivering satisfactory educational quality is paramount to achieving institutional objectives such as improve revenue, enrolment growth, contributes significantly to the goal of sustainable competitive advantage for most for-profit universities. In Nigeria, many private universities are recording low enrolment into their BSc Marketing degree programmes. However, students’ disposition to marketing as a course of study has not been well studied. Most marketing education studies have focused mainly on the teaching methodologies without giving due consideration quality of educational experience that shape enrolment into this vital field of study. This study examined the effect Service Quality (SQ) and Students’ Satisfaction (SS) into BSc. Marketing degree programmes in selected Nigerian private universities in South Western Nigeria. Cross-sectional survey research design was adopted in this study. The population consisted of 201 BSc undergraduate students from six selected private universities from South Western geo-political zone of Nigeria. Total enumeration was employed and all the undergraduate marketing students of the six selected private universities were respondents for this work. A structured questionnaire was adapted and validated. The Cronbach’s Alpha reliability coefficient for the constructs were indicated thus; SQ =0.833 and SS=0.88807. The response rate of 97.5 % was achieved for this study. Data were analysed using descriptive and inferential statistics. Findings revealed that that service quality had significant effect on student satisfaction for B.Sc. Marketing degreeprogrammes in selected private universities in South Western Nigeria (R2= 0.084, β = 0.252, t = 2.757, p<0.05). The study recommended that universities and marketing professional associations should commit significant resources to organizing career fairs, workshops, essay competitions and expert series to create public awareness on the importance of marketing as a career and the foundational role the profession plays in profit and non-profit organizations.

Student satisfaction toward e-textbooks in higher education

2014 ◽  
Vol 5 (3) ◽  
pp. 231-246 ◽  
Author(s):  
Yungwei Hao ◽  
Kathy Jackson
Keyword(s):  
Higher Education ◽  
Learning Styles ◽  
Student Satisfaction ◽  
Learning Style ◽  
Undergraduate Students ◽  
Learning Preferences ◽  
The Body ◽  
Grade Point ◽  
Content Type ◽  
Students Satisfaction

Purpose – This study aims to add to the body of literature by examining students’ satisfaction with e-textbooks. As higher education evolves, one instructional tool, the classic textbook, is undergoing various transformations. In today’s classrooms, many e-textbooks are in use and there are implications. Design/methodology/approach – A researcher-developed instrument measured 115 undergraduate students’ satisfaction levels for e-textbooks used in two courses, and a learning styles instrument was given to identify student learning preferences. Findings – Through factor analysis, a few dimensions emerged regarding factors related to satisfaction. The factors included features, usability and learning facilitation provided by the e-textbooks. In general, students had a moderately above-neutral, positive attitude toward the e-textbooks. Gender, grade point average, time spent weekly reading e-textbooks and a few learning style tendencies can significantly predict, to some extent, different dimensions of satisfaction. Practical implications – Usability design of e-textbooks plays a key role in student satisfaction toward digital materials. Moreover, instructors need to use meaningful instructional activities as they adopt the usage of e-textbooks. Originality/value – The findings can help shed light on ways to enable students to become more satisfied with digital textbooks and can help policymakers and instructors evaluate and effectively adopt the appropriate digital materials to meet individual needs.

The effects of service quality on student loyalty: the mediating role of student satisfaction

2016 ◽  
Vol 11 (2) ◽  
pp. 446-462 ◽  
Author(s):  
Subrahmanyam Annamdevula ◽  
Raja Shekhar Bellamkonda
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Education Sector ◽  
Content Type ◽  
Mediating Role ◽  
Student Loyalty ◽  
Indian Higher Education ◽  
And Gender

Purpose Student loyalty in higher education sector helps college administrators to establish appropriate programs that promote, establish, develop and maintain successful long-term relationships with both current and former students. The purpose of this study is to propose the use of mediation model that links service quality and student loyalty via student satisfaction and test the direct and indirect effects of service quality on student loyalty with the mediation role of student satisfaction. Design/methodology/approach The study used survey research design and collected data from three oldest state universities in the state of Andhra Pradesh in India to find the relationships between service quality, student satisfaction and student loyalty in higher education sector using structural equation modeling. Findings This study tested the proposed research model and proved the mediator role of student satisfaction between service quality and student loyalty. Service quality has been found to be an important input to student satisfaction. The result also shows that while university provides no basis for differentiation among the constructs, age and gender play a major role in determining the different perceptions of students about the constructs investigated. Research limitations/implications The study focuses on student satisfaction, of which service quality is an important antecedent. Identification of other variables, besides service quality, is crucial to contribute to the overall student satisfaction. Similarly, it is just as critical to identify the other elements like value, image or institution reputation which may have direct impact on service loyalty. It would be more precise when the studies also consider the opinion of the students before joining the institute based on word of mouth of passed-out students and after finishing the course. Longitudinal studies to collect predictor and criterion variables before and after the course would be much stronger. Practical implications A clearer understanding of the relationship between service quality, satisfaction and loyalty that helps ensure the management to take better strategies to concentrate and improve the performance is aided by this study. It is interesting to note that the student loyalty is primarily affected by age and gender. This type of analysis helps to identify the target students who have high potential of defection. Social implications Higher education and their respective institutions seek to enhance socio-cultural and economic development to promote active citizenship by inculcating ethical values among students. The Indian higher education institutions are facing enormous issues related to quality in education. The changing nature and need of higher education services and an increase in competitive intensity necessitates higher performance levels in the realm of Indian higher education (universities). These can be achieved through a thorough understanding of the expectations of students and the importance placed by them on aspects found by the study such as teaching, administrative services, support services, hostel facilities, library and lab facilities and internationalization. Originality/value Previous studies have proved the mediation role of satisfaction between service quality and loyalty in marketing literature, but no significant studies have empirically tested the same in higher education sector. The service quality measurement in higher education is complex because of some unique features like customers’ (student) cognitive participation in the service process, the needs of the students being fulfilled by different parties, long-term and continuous services. The study contributes to the existing field of knowledge by providing support for the contention that student satisfaction performs a mediating role in the link between service quality and student loyalty in higher education sector.

Higher education service quality and student satisfaction, institutional image, and behavioral intention

2019 ◽  
Vol 47 (2) ◽  
pp. 1-12 ◽  
Author(s):  
Yong-Sik Hwang ◽  
Yung Kyun Choi
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Private University ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Perceived Service Quality ◽  
Institutional Image

Our aim in this study was to propose an integrated model to examine the structural relationships among a higher education institution’s service quality, student satisfaction, institutional image, and behavioral intention at a private university located in South Korea. We conducted a survey of students majoring in business to analyze these relationships. Structural equation modeling showed that students were satisfied with various aspects (tangibles, reliabilities, responsiveness, empathy, and assurance) of service quality. Also, service quality directly affected both student satisfaction and perceived institutional image. In addition, the results indicated that students’ perceived institutional image and satisfaction directly influenced behavioral intention. Although perceived service quality was not a significant construct to predict behavioral intention of students, our results showed a mediating effect of perceived institutional image and student satisfaction on the relationship between service quality and behavioral intention.

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