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 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.

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.

Students’ perception and satisfaction of services provided by public and private higher education institutes: a case study in Albania

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Drita Kruja ◽  
Huong Ha ◽  
Elvira Tabaku
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Eastern Europe ◽  
Student Satisfaction ◽  
Instructional Effectiveness ◽  
Private Higher Education ◽  
Public And Private ◽  
Content Type ◽  
Significant Difference ◽  
The Individual

Purpose There have been many research studies on students’ satisfaction of services in universities in developed countries. However, students’ expectation and satisfaction of public and private higher education institutions (HEIs) with regard to service quality in Eastern Europe have been under-researched. Therefore, this study aims to offer an empirical examination of student satisfaction of the service quality of public and private HEIs in Albania by evaluating the gap between students’ expectation and perception and the effect of student satisfaction on retention in HEIs. Design/methodology/approach The survey instrument used in this study was the student satisfaction inventory in the USA. Primary data were collected from a survey of students in two private and four public HEIs in Albania. A total of 554 valid responses were collected from the survey. Findings The findings suggested that there were performance gaps between public and private HEIs. Public universities performed well in terms of concern for the individual, campus support services, student-centeredness and instructional effectiveness. Private HEIs scored well in terms of concern for the individual, academic advising effectiveness, instructional effectiveness and safety and security (parking). There is a significant difference in students’ perception of the overall satisfaction of HEIs. Students’ overall satisfaction positively impacts their retention. Originality/value Overall, this study provides valuable insights to private and public HEIs’ administrators regarding to student satisfaction and retention. The findings will have far-reaching managerial implications for all groups of stakeholders in terms of the service delivery by universities in Albania and Eastern Europe.

Retail atmospherics and retail store patronage of supermarkets in emerging economies: mediating role of perceived service quality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Charles Dokcen ◽  
Vincent Obedgiu ◽  
Gideon Nkurunziza
Keyword(s):  
Service Quality ◽  
Emerging Economies ◽  
Retail Store ◽  
Content Type ◽  
Perceived Service Quality ◽  
Patronage Behavior ◽  
Store Patronage ◽  
Retail Atmospherics ◽  
The Relationship

PurposeThe purpose of the study is to establish the mediating role of Perceived Service Quality on the relationship between Retail Atmospherics and Retail Store Patronage of Supermarkets in Emerging Economies using empirical evidence from Uganda.Design/methodology/approachThe study used a cross-sectional research design and quantitative approach to understand stand the structured reality of Retail Store Patronage of supermarkets in context of emerging economies. In the context of this study, the data were drawn from Uganda's supermarkets. A sample of 1,504 customers were selected from 136,270 customers. Data was collected from supermarket customers using closed ended questionnaire. Descriptive and inferential statistics were derived to describe the behavior of customers and draw conclusions on population using sample statistics. Correlation analysis was used to establish the degree of association between the variables. Hierarchical regression was applied to assess the unique contribution of each variable; control variables-income and age, predictor variables – Retail Atmospherics and Perceived Service Quality on dependent variable – Retail Store Patronage. Mediation was done following the four-step procedures of mediation of Baron and Kenny (1986).FindingsThe results revealed significant positive relationship between Retail Atmospherics, Perceived Service Quality and Retail Store Patronage, confirming the direct hypotheses. Perceived Service Quality partially mediated the relationship between Retail Atmospherics and Retail Store Patronage. The findings depict that Retail Store Patronage is influenced directly by Retail Atmospherics and indirectly through Perceived Service Quality as a mediating variable. However, in situations where the atmospherics is good but perceived service quality is poor, Retail Store Patronage may not be fully realized.Originality/valueThe study provides information that is relevant for filling the practical and theoretical gap in the Retail Store Patronage in Ugandan supermarkets. Previous research studies investigated patronage behavior of shoppers in single retail units yet there is paucity of research on patronage behavior across different retail formats in the world. This study can be generalized and have strategic implications to developing economies that seek to grow and sustain their businesses. It points to the gaps that are normally overlooked and could lead business failure. The focus of most previous studies were on developed economies more especially Europe and America. This study in particular focused on the role of perceived service quality in the relationship between retail atmospherics and customer retail store patronage in emerging economies like Uganda as a testing ground.

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.

Factors influencing the tourists’ intention to select sustainable tourism destination: a case study of Penang, Malaysia

2017 ◽  
Vol 3 (4) ◽  
pp. 442-465 ◽  
Author(s):  
Zurina Mohaidin ◽  
Koay Tze Wei ◽  
Mohsen Ali Murshid
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Sustainable Tourism ◽  
Destination Image ◽  
Tourism Destination ◽  
Environmental Attitude ◽  
Tourist Destination ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Relationship

Purpose The purpose of this paper is to examine the factors of environmental attitude, motivation, destination image, word-of-mouth, and perceived service quality to predict the tourists’ intention to select sustainable tourist destination. It also aims to investigate the moderating effect of knowledge on the relationship between environmental attitude and the tourists’ intention to select sustainable tourist destination. Design/methodology/approach Using survey design, 300 self-administrated questionnaires (both online/hard copy) were distributed to both local and international tourists at different tourism locations in Penang state in Malaysia. A total of 161 questionnaires were returned and analysed by using SPSS and smart PLS software. Findings The findings found that environmental attitude, motivation, and word-of-mouth significantly influenced the tourists’ intention to select sustainable tourism destination, while destination image and perceived service quality have not a significant influence in this study. Furthermore, this study proved that knowledge negatively moderates the positive effect of the environmental attitude on tourists’ intention to select sustainable tourism destination. Research limitations/implications The findings offer important managerial implications for managers of tourism destinations and decision makers in understanding what motivates influence tourists’ intention in selecting sustainable tourism destination. The research scope was limited to convenient sampling and one city (Penang). Thus, the results could not be generalised to all Malaysia or other countries. Originality/value This research contributes to extending knowledge in sustainable tourism destination in the context of emerging markets, especially Malaysia. Moreover, this study found a way to examine the relationship between the environmental attitude and tourists’ intention to select sustainable tourism destination.

Measuring quality perception in electronic commerce

2016 ◽  
Vol 116 (9) ◽  
pp. 1946-1966 ◽  
Author(s):  
Ildikó Kemény ◽  
Judit Simon ◽  
Ákos Nagy ◽  
Krisztián Szucs
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Latent Variable ◽  
Quality Measurement ◽  
Developed Countries ◽  
Research Field ◽  
Content Type ◽  
Quality Perception ◽  
Relationship Of ◽  
The Relationship

Purpose The perceived electronic-service quality (e-SQ) has become a relevant research area, not only in developed but also in smaller, less-developed countries. The purpose of this paper is to provide a description of an analysis into the relationship of the dimensions of perceived e-SQ and satisfaction as well as WOM intention in case of an online bookstore in Hungary where technical development and internet penetration is emerging; however, it is developing from an economic perspective. Beyond this a potential segmentation is introduced in the Hungarian market. Design/methodology/approach The direct effect of perceived e-SQ’s dimensions on satisfaction and on traditional WOM were analysed using the PLS-SEM method, which was followed by the segmentation approach. The paper also demonstrates differences of the identified consumer segments, using multivariate analysis of variance. Findings According to the research only the dimension of efficiency and responsiveness have a significant positive effect on satisfaction, and beside these the quality perception of fulfilment has a significant influence on WOM intention. Using the relevant latent variable scores segmentation was conducted and four clusters were identified. Originality/value Due to peculiarities of e-services, quality measurement needs a constant revision and adoption. Extent amount of research has been dedicated to analyse the relationship of quality and satisfaction, but the direct effect of relevant quality dimensions on word-of-mouth intention is a new research field. Segmenting customers based on latent variable scores of the proposed model has not been conducted before in case of an online bookstore in Hungary. According to the results the evaluation of the technology-based components has the greatest effect on satisfaction and WOM intention. However, web-shops managers should focus not only on online characteristics but also on offline, human-based interactions and the service quality of their delivery partners.

scholarly journals PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOURAL INTENTIONS TOWARDS HOSPITAL IN SABAH

2020 ◽  
Vol 1 (2) ◽  
pp. 21-35
Author(s):  
Sidah Idris ◽  
Fui Kiun Choong ◽  
Rini Suryati Sulong ◽  
Oscar Dausin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Healthcare Providers ◽  
Work Environments ◽  
Perceived Service Quality ◽  
Behavioural Intentions ◽  
Health Agencies ◽  
Indirect Relationship ◽  
The Relationship

The Health system in Malaysia including hospitals, clinics, and community health agencies can be very different from other operational work environments. Healthcare systems are complex and there are many things that need to know about types of hospital operation systems, patient care, insurance, healthcare providers, and legal issues. This study aimed at examining the relationship between perceived service quality, customer satisfaction, and behavioural intentions in the context of the hospital in Sabah, Malaysia. Information from 208 respondents was used through questionnaires for the purposed of statistical data analysis using SmartPLS. The result showed only tangibles and empathy supports behavioural intentions in relation to the retail pharmacy within Malaysia. This study tested relationships of tangibles, assurance, and empathy with customer satisfaction respectively were shown to be significantly positive as well. A positive relationship between customer satisfaction and behavioural intentions was also observed in this study. As for the mediation analysis, the outcome indicated that tangibles, assurance, and empathy respectively have an indirect relationship with behavioural intentions mediated by customer satisfaction. Additional findings also showed that, while the direct effects of empathy on behavioural intentions were significant, the indirect impact was noted to be greater for behavioural intentions in connection with customer satisfaction as mediation. The result also showed that relative to other perceived service quality, empathy has the most impact on customer satisfaction as well as behavioural intentions respectively. The findings from this study significant to this industry which contribute to policymakers, service providers, and other stakeholders.

Professional commitment and library-users’ perceived service quality in university libraries: a survey in the Pakistani academic environment

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sajjad Ullah Jan ◽  
Sajjad Ahmad
Keyword(s):  
Service Quality ◽  
Information Science ◽  
Science Research ◽  
Professional Commitment ◽  
Library Service ◽  
Cross Sectional ◽  
Continuance Commitment ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Relationship

Purpose The purpose of this paper is to explore the possible result of librarians’ professional commitment on the delivery of quality library services. Thus, the aim is to investigate the relationship between professional commitment and library customers’ perceived service quality of the respective libraries. Design/methodology/approach This is a quantitative study which based on questionnaire survey. A cross-sectional design was adopted for this study in which data were collected from two different populations (i.e. professional librarians and their library customers) having a common facet that is library. Findings Overall, librarians were found committed on the professional commitment scale (PCS). The studied professional librarians showed higher commitment on the affective commitment dimension than that of continuance commitment of PCS. A positively significant relationship was appeared between professional commitment and library service quality. Originality/value No such cross-sectional study can be found that addressed the relationship between professional commitment and library service quality, particularly, in Pakistani library and information science research.

Understanding the relationship of self-service technology quality with user adoption using SSTQUAL

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Empirical Research ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
Self Service ◽  
Self Service Technology ◽  
Relationship Of ◽  
The Relationship

PurposeThe study aimed to examine the antecedents to self-service technology (SST) adoption behavior and the relationships between the constructs using empirical research.Design/methodology/approachBased on synthesis of the extant literature, a model was hypothesized, hypotheses were framed. Field data collected were analyzed using structural equation modeling.FindingsFew interesting findings were noted in this research. First, SST service quality had a direct positive linkage with perceived value, but no linkage with e-satisfaction. Second, strong positive linkage existed between perceived value and e-satisfaction. Therefore, the connection between SST service quality and satisfaction was completely mediated by perceived value. Third, no relationship existed between perceived value and behavioral intentions, but a direct positive relationship existed between e-satisfaction and behavioral intentions. Thus, the relationship of perceived value with behavioral intentions was fully mediated by e-satisfaction. Fourth, no direct connection was found between SST service quality and behavioral intentions. Rather, the connection was fully mediated by perceived value and e-satisfaction. Fifth, direct positive association was found between behavioral intentions and actual adoption of SST.Research limitations/implicationsThis empirical research was conducted primarily on the young population.Practical implicationsThe study will benefit managers in making better decisions on how to make SST work successfully for their organizations.Originality/valueFirst, this research further refined the SST adoption process of a customer, thus making a meaningful contribution to the literature on SST. Second, the research validated SSTQUAL scale in a different geographical setting.

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