Service quality and student/customer satisfaction in the private tertiary education sector in Singapore

2017 ◽  
Vol 31 (4) ◽  
pp. 430-444 ◽  
Author(s):  
Susie Khoo ◽  
Huong Ha ◽  
Sue L.T. McGregor
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Quantitative Research ◽  
Tertiary Education ◽  
Primary Data ◽  
Content Type ◽  
Perceived Service Quality ◽  
Behavioural Intentions ◽  
Quality Literature ◽  
Academic Services

Purpose This paper focuses on students’ perceptions of the quality of non-academic services received in higher education. While the important role played by expectations and perceptions in students’ evaluations of such services has been discussed in much of the service quality literature, there is insufficient work in the private tertiary educational sector (PTES). Thus, the purpose of this paper is to examine the relationships between service quality, student satisfaction, and behavioural intentions in the PTES, using Singapore as a case study. Design/methodology/approach This study adopted quantitative research to address the research questions. Primary data were collected from 324 valid responses from a survey conducted in two private tertiary educational institutes (PTEIs) in Singapore. Findings The results suggested that perceived service quality is positively correlated to satisfaction; perceived service quality and satisfaction are positively correlated to favourable behavioural intentions; and the relationships among perceived service quality and loyalty and paying more for a service are mediated by satisfaction. Originality/value This study is significant as the results provide better insights for Singaporean administrators in PTEIs, which is an under-researched area. Generally, the results will have far-reaching implications for all stakeholders in the delivery and consumption of education services in PTEIs, within and beyond Singapore.

The effect of service quality on behavioural intention: the mediating role of student satisfaction and switching barriers in private universities

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Peter Sin Howe Tan ◽  
Yuen Onn Choong ◽  
I-Chi Chen
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Private Higher Education ◽  
Content Type ◽  
Perceived Service Quality ◽  
Behavioural Intentions ◽  
Body Of Knowledge ◽  
Switching Barriers ◽  
Relationship Of ◽  
The Relationship

PurposeThe aim of this paper is to explore the relationship between perception of service quality, student satisfaction, switching barriers on behavioural intentions among private higher education institutions (HEIs) with self-accreditation status in Malaysia.Design/methodology/approachA total of 388 valid questionnaires were collected via a self-administered questionnaire from the undergraduate students of private HEIs with self-accreditation status in Malaysia. PLS-SEM has been employed for hypotheses testing.FindingsThe results show that student perceived service quality is positively influence student satisfaction and student behavioural intentions, particularly the positive word-of-mouth (WOM). The relationship of student perceived service quality and student behavioural intentions is fully mediated by student satisfaction. However, there is no mediating effect found for the switching barriers on the relationship between student satisfaction and behavioural intentions.Research limitations/implicationsThis study's findings are only generalizable to the private HEI with self-accreditation status in Malaysia. The paper contributes to the body of knowledge in the areas of service quality, satisfaction, switching barriers and behavioural intentions. These findings provide valuable insight to the private universities management and policymakers to improve existing policies and practices in order to formulate effective strategies to attract potential new students and retain the existing students through the delivery of high-quality services.Originality/valueThis study's findings have reconfirmed that the causal relationship of perceived service quality-satisfaction-behavioural intentions model. Switching barriers has treated as the mediator which received less attention in the context of private higher education sector. Thus, this study broadens the exiting body of knowledge and advances the understanding of how switching barriers play a crucial role by influencing students' behavioural intention, particular WOM.

scholarly journals PERSEPSI MAHASISWA TERHADAP MUTU PELAYANAN AKADEMIK DI JURUSAN ADMINISTRASI NIAGA POLITEKNIK NEGERI MALANG

2019 ◽  
Vol 12 (2) ◽  
pp. 111
Author(s):  
Tri Yulistyawati Evelina ◽  
Rena Feri Wijayanti ◽  
Ahmad Fauzi
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Secondary Data ◽  
Business Administration ◽  
Primary Data ◽  
Academic Administration ◽  
Academic Service Quality ◽  
Business Administration Students ◽  
Negative Effect ◽  
Academic Services

The research aims to: examine the quality of academic service quality (tangibles, reliability, responsibility, assurance, and empathy) influencing student satisfaction at the Malang State Polytechnic Business Administration Department. The subjects in this study are Business Administration students, there are 2 (two) academic services, namely Academic Administration for D3 Business Administration Program and DIV Marketing Management. The type of data used is primary data (questionnaire) and secondary data. The results show that the influence of the variables studied is 72.2%. and each Service Quality variable, namely Tangibles, Reliability, Assurance and Emphaty has a significantly positive effect on Student Satisfaction, but for the Responsiveness variable it shows a significant negative effect on Student Satisfaction.

An integrated-process model of service quality, institutional brand and behavioural intentions

2014 ◽  
Vol 24 (5) ◽  
pp. 487-521 ◽  
Author(s):  
Parves Sultan ◽  
Ho Yin Wong
Keyword(s):  
Service Quality ◽  
Process Model ◽  
Global Market ◽  
Past Experience ◽  
Integrated Process ◽  
Content Type ◽  
Behavioural Intentions ◽  
Index Model ◽  
Quality Literature ◽  
Integrated Process Model

Purpose – The purpose of this paper is to develop and test an integrated-process model/an index model by incorporating the antecedents and consequences of service quality in a higher education context. Design/methodology/approach – This research employed both qualitative and quantitative research methods. The data from three focus groups, conducted at an Australian University, generated key themes and their interrelationships. The theoretical model was then tested using the structural equation modelling (SEM) technique on a sample of 528 University students. Findings – The findings show that information (or marketing communications) and past experience are the antecedents of perceived service quality (PSQ). PSQ is a second order construct and has three dimensions: academic, administrative and facilities. The consequences of PSQ include trust, satisfaction, university-brand (UniBrand) performance and behavioural intentions. Overall, the results suggest a good validity of the model, and the nine path coefficients are found statistically significant. Originality/value – The model explains how service quality is formed, and how PSQ affects UniBrand and positive behavioural intentions overtime. This paper develops and validates three new constructs including information, past experience and UniBrand performance. In addition, it improves and validates other constructs including service quality, satisfaction, trust and behavioural intention. The paper also advances service quality literature and validates five hypothesised relationships between constructs that are relatively new in the service quality literature. Finally, this study validates a comprehensive three-tiered “integrated-process” model/an index model that includes antecedents, dimensions and consequences of service quality taking a University as a case. Universities aiming for a sustainable presence in a competitive global market and intending to enhance brand performance and attract and retain students are encouraged to consider this model and its implications.

scholarly journals The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

2017 ◽  
Vol 11 (4) ◽  
pp. 608-627 ◽  
Author(s):  
Ngan Truong ◽  
Tahir Nisar ◽  
Dan Knox ◽  
Guru Prabhakar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Design Methodology ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception ◽  
Behavioural Intentions ◽  
Key Dimensions ◽  
The Relationship

Purpose The purpose of this paper is to investigate the service quality of full-service restaurants in Vietnam to explore possible factors that may impact customer perception, which subsequently influences customer satisfaction and behavioural intentions. Based on the DINESERV model and service clues, the possible dimensions to construct customer perception were realised, and four key dimensions were suggested. Design/methodology/approach Data were collected from four urban local full-service restaurants in Vietnam, and factor analysis and SEM-PLS were then performed to uncover the relationship between customer perception, satisfaction and behavioural intentions. Findings The results suggest that customer perception significantly influences customer satisfaction and behavioural intentions, and customer satisfaction itself is also found to have influence on behavioural intentions. Originality/value This is an original piece of work which contributes to the exploration of service quality in developing countries and to the incorporation of cleanliness into analyses of restaurant service quality in particular.

Modelling the behavioural intentions of day spa customers

2020 ◽  
Vol 32 (8) ◽  
pp. 1699-1716
Author(s):  
Michael Daniel Clemes ◽  
David L. Dean ◽  
Thongkern Thitiya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Switching Costs ◽  
Perceived Value ◽  
Primary Data ◽  
Content Type ◽  
Behavioural Intentions ◽  
Mediating Role ◽  
Modelling Framework ◽  
The Relationship

PurposeThis research develops and tests a comprehensive hierarchical model of the behavioural intentions of day spa customers.Design/methodology/approachThe primary data was collected from the customers of 17 day spas throughout Thailand. EFA and SEM were used to analyse the data and test the interrelationships among service quality, customer satisfaction, perceived value, perceived switching costs and behavioural intentions. A third-order conceptualisation of service quality is also included in the modelling framework.FindingsCustomer satisfaction is the key determinant of behavioural intentions. Service quality and perceived value are two important descriptors of customer satisfaction. Service quality is the most important determinant of customer satisfaction, and customer satisfaction is the most significant antecedent of behavioural intentions. Service quality is a significant determinant of perceived value and perceived switching costs. Customer satisfaction plays a partial mediating role on the relationship between service quality and behavioural intentions and between perceived value and behavioural intentions.Originality/valueThere is a conceptual gap in the literature as no published empirical research on the day spa industry has comprehensively modelled the behavioural intentions of day spa customers. The comprehensive hierarchical modelling approach used in this study provides a complete and integrative analysis of the constructs under investigation in a day spa context and closes the research gap.

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.

How can universities improve student loyalty? The roles of university social responsibility, service quality, and “customer” satisfaction and trust

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Khawaja Fawad Latif ◽  
Louise Bunce ◽  
Muhammad Shakil Ahmad
Keyword(s):  
Social Responsibility ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Content Type ◽  
Perceived Service Quality ◽  
Student Loyalty ◽  
Student Trust ◽  
Marketing Tool

PurposeStudent loyalty is important if universities are to stay in business by recruiting and retaining satisfied students who provide positive evaluations of their university to others. The current study employed a theoretical framework established by consumer researchers to test the hypothesis that university social responsibility (USR) would predict student loyalty, but that this relation would be mediated by perceived service quality, student satisfaction, and student trust in their university.Design/methodology/approachFee-paying university students in Pakistan (n = 608) completed a questionnaire to assess their perception of USR and service quality, their satisfaction with and trust in their university, and loyalty toward their university.FindingsStructural equation modelling with partial least squares software supported the hypotheses that higher perceived USR would be related to higher student loyalty, and that this relation would be mediated by perceived service quality, student satisfaction, and student trust.Originality/valueThis study provides a novel contribution to the limited literature on USR and its relations with student loyalty. Several models have previously examined the relation between corporate social responsibility and general consumer loyalty, but these have limited applicability to the education sector. The data in this study support a model showing that USR supports student loyalty through its positive impact on perceptions of service quality, student satisfaction, and student trust. The findings suggest that USR could be a marketing tool that supports student loyalty, as long as USR initiatives increase students' perceptions of service quality, satisfaction and trust in their university.

Influence of student-perceived service quality on sustainability practices of university and student satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sartaj Chaudhary ◽  
Ajoy Kumar Dey
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Sustainable Practices ◽  
Content Type ◽  
Perceived Service Quality ◽  
Sustainability Practices ◽  
The University ◽  
Quality In Education ◽  
The Impact

Purpose The past decade has seen a proliferation of research on service quality in education. However, little attempt has been made to understand the impact of student perceived service quality on sustainability practices of the university or the effect of such practices on student satisfaction. To bridge this gap, this paper aims to propose a conceptual framework to examine the relationships between service quality, sustainable practices and student satisfaction from the perspective of students. Design/methodology/approach A quantitative methodology was employed, and data were collected through an online structured questionnaire. Responses were gathered from undergraduate students (n = 419) studying in four colleges affiliated to a university in Delhi, India. Exploratory and confirmatory factor analyses were used to validate the instruments. Structural equation modelling was used to examine the associations between the constructs. Findings The research revealed that student perceived service quality in education has a significant effect on their perception of sustainable practices of the university and student satisfaction. Further, sustainable practices predict student satisfaction. Research limitations/implications The findings may guide the key decision-makers in the education industry to incorporate service quality and sustainable practices in their strategy and thereby enhance student satisfaction. Originality/value This research is the first of its kind to examine the impact of service quality as perceived by students on the perception of sustainability practices of the university. Further, it empirically tests the effect of perceived sustainability practices on student satisfaction.

scholarly journals Impact of value-adding services on quality, loyalty and brand equity in the brewing industry

2018 ◽  
Vol 10 (1) ◽  
pp. 61-71 ◽  
Author(s):  
Jari Juga ◽  
Jouni Juntunen ◽  
Mikko Paananen
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Quantitative Research ◽  
Brewing Industry ◽  
Data Set ◽  
Content Type ◽  
Perceived Service Quality ◽  
Equity Value ◽  
The Impact ◽  
Operational Dimension

Purpose The purpose of this paper is to investigate the impact of logistics value-adding services and perceived service quality on brand equity among B2B customers of a brewery company. Design/methodology/approach A theoretical model is developed and tested using survey data from 173 hotel, restaurant and catering (HoReCa) industry customers of a brewery company in Finland. Findings Value-adding services play an important role in building the brewery company’s brand equity through perceived service quality. Besides a direct impact on overall service quality, an indirect impact is detected through the operational dimension of service quality in logistics. Research limitations/implications A broader data set would be needed to generalize the findings also beyond the brewery business and the HoReCa industry customers in Finland. Practical implications To increase brand equity, value-adding services like logistics can play an important role for B2B customers. This study is important for practitioners and academics, as there has been little quantitative research available regarding value-adding services in the context of service quality and brand equity research. Originality/value This paper combines logistics as value-adding service to customers’ willingness to pay extra profits to cooperate with service producer.

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