Assessing international students' satisfaction of a Jordanian university using the service quality model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ayman Abu-Rumman ◽  
Rasha Qawasmeh
Keyword(s):  
International Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Strong Relationship ◽  
Equation Modeling ◽  
Quality Model ◽  
Content Type ◽  
Five Dimensions ◽  
Practical Implications

PurposeEducation plays a key role in socio-economic development and globalization has increased the numbers of students wanting to study abroad. Attracting international students is therefore an important objective for universities as international students open up opportunities to bring economic, cultural and academic benefits to both the universities themselves and to the countries in which they are located. This study therefore aimed to assess student satisfaction with a Jordanian university using the dimensions of quality contained within the established SERVQUAL model.Design/methodology/approachTo achieve these goals, quantitative data was collected from international students attending one university located in Jordan via a questionnaire survey, using a randomized sample. Structural equation modeling (SEM) was used to analyze the construct validity, and correlations between student satisfaction and the different dimensions of quality were tested.FindingsConsistent with other studies, the findings demonstrated that the five dimensions of service quality, i.e. tangibility, reliability, responsiveness, assurance and empathy, and the university of study, have a strong relationship with student satisfaction. However, there was no statistically significant correlation between country satisfaction and the tangibility and assurance sub-dimensions of quality.Practical implicationsPractical implications – The findings of this study are of interest and practical benefit to university leaders in developing their quality and student acquisition strategies.Originality/valueThis study makes a useful contribution to the growing body of evidence of service quality in higher education set within the context of a developing country.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

Comparing US and European perspectives on B2B repair service quality for mission‐critical equipment

2005 ◽  
Vol 22 (3) ◽  
pp. 353-368 ◽  
Author(s):  
Mark Peterson ◽  
Gary Gregory ◽  
James M. Munch
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Repair Service ◽  
Content Type ◽  
The Usa ◽  
Mission Critical ◽  
Model Equivalence ◽  
Practical Implications

PurposeTo evaluate the cross‐regional equivalence of repair service quality for mission‐critical equipment.Design/methodology/approachUsing the five dimensions of SERVPERF as a framework, clinical laboratory directors across Europe and the USA were surveyed about repair service for mission‐critical equipment. Assessment of construct equivalence across the two regions was then performed using item bias analysis. Following this, assessment of model equivalence across the two regions was conducted using both the Chow test of model equivalence and regression in structural equation modeling (SEM).FindingsResults suggest that service quality in this B2B domain is perceived to be remarkably the same in both the USA and Europe.Research limitations/implicationsFuture research could focus on repair services for other types of mission‐critical equipment, and another region of the world, such as Asia. Both of these steps would boost the generalizability of the study's findings.Practical implicationsThe practical implications of the study's results suggest not only the applicability of the SERVPERF framework across these two regions, but also standardization possibilities in repair service for mission‐critical equipment because of the homogeneity evident in these markets regarding service quality.Originality/valueThis study should be valuable reading for those interested in issues related to service quality, as well as international services. The paper provides new insight into the relative importance of service quality dimensions, as the “responsiveness” dimension was found to be more than twice as important as any other dimension – even the “reliability” dimension.

Logistics service quality in an emergent market in Latin America

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marek Michalski ◽  
José Luis Montes-Botella
Keyword(s):  
Service Quality ◽  
Emerging Markets ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Five Dimensions ◽  
Logistics Service ◽  
Challenging Environment ◽  
And Performance ◽  
Logistics Service Quality

PurposeThis paper aims to determine how the level of logistics service quality facilitates logistics performance in emerging markets. The authors chose Ecuador because it is an emerging economy with relatively stable economic development, making it an attractive research platform in a challenging environment for logistics services. The authors empirically test the influence on performance and one another of five dimensions of service quality: reliability, responsiveness, empathy, assurance and tangibility.Design/methodology/approachSERVQUAL and partial least squares structural equation modeling was undertaken to test the proposed relationships empirically.FindingsThe performance was positively related to assurance, tangibility and reliability but negatively related to the responsiveness and empathy dimensions. The findings suggest the order of priority for improvement actions. The findings highlight that the existing relationships in developed markets do not apply in the same manner in emerging markets.Research limitations/implicationsAlthough representative, data were only collected in one specific market.Practical implicationsThe results reveal a mix of activities that managers should develop to improve the services they provide, relationships with customers and performance.Originality/valueFew other works have explored logistics service quality in South America's emerging markets. According to contingency theory, various combinations of service quality dimensions can influence performance, suggesting that managers should aim for optimal fit between dimensions according to internal and external situations. An efficient and effective combination in one case may be unsuccessful in another. The approaches presented can improve relationships within global supply chains, especially regarding logistics management.

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN JASA KEPENDIDIKAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA MENGGUNAKAN STRUCTURAL EQUATION MODELING (STUDI KASUS DI JURUSAN MIPA UNSOED)

2014 ◽  
Vol 6 (1) ◽  
pp. 23
Author(s):  
Supriyanto Supriyanto ◽  
Mutia Nur Estri ◽  
Agustini Tripena Br.Sb.
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Natural Sciences ◽  
Equation Modeling ◽  
New Employees ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
Student Loyalty

Increasingly strong competition in intercollegiate and students who increasingly selective and knowledgeable require universities to continue to improve his ministry. Matter requires a knowledge of the conditions for this service, that has adapted to student expectations or not . This study aimed to determine the extent to which level the match between the expected service quality and perceived student at Department of Mathematics and Natural Sciences Unsoed and explain the influence of the five dimensions of service quality that is tangibles, reliability, responsiviness, assurance and empathy for student satisfaction and loyalty. Results of the study was assessment of the quality of student services at the Department of Mathematics and Natural Sciences Unsoed is perceived service quality is still below the expected service quality , perceived still not satisfactory. Five dimensions of service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy, positive effect on student satisfaction. Satisfaction indirect influence on student loyalty and there is a direct influence of the five dimensions of service quality on loyalty through student satisfaction. Student loyalty translated in expressing positive things about the Department of Mathematics and Natural Sciences to others , recommending courses at the Department of Mathematics and Natural Sciences to the others, recruiting new employees from alumni, and ready to provide assistance if needed.

Co-creation and co-destruction of service quality through customer-to-customer interactions

2019 ◽  
Vol 31 (3) ◽  
pp. 1309-1329 ◽  
Author(s):  
Jiaqi (Gemma) Luo ◽  
IpKin Anthony Wong ◽  
Brian King ◽  
Matthew Tingchi Liu ◽  
GuoQiong Huang
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Service Encounters ◽  
Content Type ◽  
Convenience Sampling ◽  
Tourism And Hospitality ◽  
The Relationship ◽  
Practical Implications

Purpose This study draws on the service-dominant (S-D) logic paradigm to examine value co-creation and co-destruction. As these phenomena are driven by positive and negative “customer-to-customer” (C2C) interactions, this paper aims to examine their influence on tourist perceptions of service quality and how they shape affective responses toward tourism and hospitality services and brand loyalty. Design/methodology/approach Following a comprehensive literature review, the authors used convenience sampling to gather a large sample of tourists at Shanghai Disneyland, a recently opened and already popular international tourism attraction. Structural equation modeling was used to test for direct and moderated relationships. Findings The findings indicated that positive and negative C2C interactions have significant though differential impacts on customer responses. Furthermore, it was found that visitor arousal mediated the relationship between service quality and brand loyalty. Prior experience was identified as a moderator in the co-creation and co-destruction process during service encounters. Practical implications This paper is one of the first to examine the concept of co-destruction in the tourism and hospitality context. It contributes to the literature by demonstrating the merits of proactive service provision by tourism operators, taking account of both the co-creation and co-destruction of value. Originality/value The study extends the literature by taking account of both positive and negative C2C interactions when examining co-creation and co-destruction in the context of service encounters. It also contributes to knowledge by assessing the asymmetry of such interactions in the context of the customer experience.

A sustainable e-service quality model

2015 ◽  
Vol 25 (4) ◽  
pp. 414-442 ◽  
Author(s):  
Gjoko Stamenkov ◽  
Zamir Dika
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Structural Equation ◽  
Quality Management System ◽  
Equation Modeling ◽  
Quality Model ◽  
Content Type ◽  
The Republic

Purpose – Providing high service quality is a necessary but insufficient criterion for success. Service quality must be sustained longitudinally. The purpose of this paper is to propose a sustainable e-service quality model by presenting results from a mixed-method study conducted in the Republic of Macedonia’s banking industry. Sustainable e-service quality is the ability to deliver services continually with sustainable high quality, and the ability to manage and maintain customer satisfaction and loyalty. The authors scrutinized sustainable quality from an e-services perspective. Design/methodology/approach – Based on interview data, a theoretical model is developed. The model is examined empirically using exploratory factor analysis and structural equation modeling. As a sample, the authors chose one bank, with internal, e-services customers as a unit of analysis. Findings – Results support a sustainable e-service quality model, confirming that it captures the effect of the internal domain (i.e. quality management system, business/ICT alignment, ICT capabilities, ICT service climate, and e-service quality), and predicts the external domain (satisfaction and loyalty). Research limitations/implications – This study was conducted in one bank that is among the best in the country. This limitation implies a need for validation across varying contexts, markets, and countries. Practical implications – Practitioners can deploy the model as a diagnostic tool for organizational root-cause analysis of reduced performance and decreased customer satisfaction. The model answers a question regarding unfulfilled expectations of many companies that implement quality management systems: Why did the system fail to improve organizational performance or service quality? Originality/value – The result of this research is a sustainable e-service quality model. The model highlights relationships among factors, and provides a research foundation for elaboration in other contexts.

scholarly journals Vindicating Service Quality of Education through Structural Equation Modeling (SEM): International Students’ Perspective

2020 ◽  
Vol 9 (3) ◽  
pp. 158
Author(s):  
Abu Rashed Osman ◽  
Abu Saleh Sohel-Uz-Zaman ◽  
Mohammad Ali Ashraf ◽  
Aslam Uddin
Keyword(s):  
International Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Quality Education ◽  
Equation Modeling ◽  
Quality Of Education ◽  
Tertiary Level ◽  
Institutional Image

The prime objective of this paper is to identify the factors that influence service quality of education mediating by institutional image in higher education perspective. To this aim, the Nordic model was used as a theoretical base of the study. Program quality as a technical quality as well as industrial link and student satisfaction as functional quality were postulated to positively influence image toward the service quality education. Data (n=294) were collected from foreign students studying at University Utara Malaysia located in northern Malaysia through convenient sampling procedure. The structural equation modeling (SEM) was utilized for analyzing the data. Analysis of the data indicates that image has a full mediating role in the relationship between industrial link and service quality education. To uphold service quality in education, the academic authorities need to nurture earnestly industrial link and image of the institution because image occupied full mediation role between industrial link and service quality of education. Moreover, program quality and student satisfaction have shown direct significant impact on image and service quality of education and can be regarded as critical factors for certifying image and service quality in higher education. The conceptual model of this study would give more recognition if any tertiary level institution addresses this in order to increase their image and overall ranking. This study incorporated institutional image as a mediating variable, which is an exceptional endeavor in tertiary level education for enriching existing body of literature in perspective of international students.     

The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction

2020 ◽  
Vol 35 (11) ◽  
pp. 1831-1847 ◽  
Author(s):  
Houriyeh Dehghanpouri ◽  
Zeynab Soltani ◽  
Reza Rostamzadeh
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management (E-CRM) systems. Design/methodology/approach In this paper, a new model for determining the critical factors in the success of E-CRM systems is presented. The suggested model is verified using partial least squares with structural equation modeling. A questionnaire is designed and collected from 378 taxpayers in East Azerbaijan province of Iran. Findings The outcomes reveal that customer satisfaction is significantly influenced by the perceived quality of service. Customer satisfaction, in turn, is significantly impacted by the trust. Therefore, the quality of service, trust and privacy, through customer satisfaction, significantly affects the success of E-CRM systems. Research limitations/implications The main limitation can be referred to the clients that would not cooperate well as they were avoiding to give much information about the financial issue. Also, the study was conducted only in the context of Iran and a limit sample was utilized. Practical implications The research results help service providers improve E-CRM. Originality/value This study sheds light on identifying the antecedents of trust, privacy and quality of service that affect customer satisfaction; it may contribute to the theoretical framework for customer satisfaction in the context of the E-CRM. The results of the research offer practical implications for marketing managers and practitioners who prepare strategic plans and implement tools to improve the productivity or performance of the E-CRM systems. Moreover, customer satisfaction is related to the success of E-CRM systems as a result of trust, privacy and service quality. This research offers new insights into E-CRM intentions from a taxpayer in Iran.

scholarly journals Students’ perceptions of service quality in Saudi universities: the SERVPERF model

2021 ◽  
Vol 17 (1) ◽  
pp. 54-66
Author(s):  
M. Sadiq Sohail ◽  
Mehedi Hasan
Keyword(s):  
Higher Education ◽  
Saudi Arabia ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Future Research ◽  
Gulf Region ◽  
Content Type ◽  
Five Dimensions ◽  
Students Satisfaction

Purpose The purpose of this study is to examine the influence of service quality on student’s satisfaction. Design/methodology/approach Using empirical research, the study identified previously validated scales of service quality and student satisfaction. Using the SERVPERF scale, data were collected from 279 students studying in public and private universities across Saudi Arabia. The model fit of the scale was assessed to ensure that the data produced accurate outcomes. Structural equation modelling was used to test the effects of independent variables on dependent variables. Findings The results suggest that four of the five dimensions of service quality, namely, tangibility, reliability, responsiveness and assurance had a significant effect on students’ satisfaction. Empathy was not found to contribute to student satisfaction. The findings broaden and deepen our understanding of how the dimensions of service quality reinforce students’ satisfaction. Research limitations/implications Future research can also incorporate in the model other variables, academic and non-academic, related to student satisfaction. Practical implications The results have useful implications for decision-makers in higher education institutions who strive to enhance students’ satisfaction and increase the quality of higher education programmes, particularly in Saudi Arabia and the Gulf region in general. Originality/value This study uses the SERVPERF scale, which is empirically superior to the SERVQUAL scale for measuring student satisfaction.

Understanding the differences of public and private self-service technology

2014 ◽  
Vol 28 (1) ◽  
pp. 60-70 ◽  
Author(s):  
Joel E. Collier ◽  
Daniel L. Sherrell ◽  
Emin Babakus ◽  
Alisha Blakeney Horky
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Equation Modeling ◽  
Public And Private ◽  
Content Type ◽  
Private And Public ◽  
Self Service ◽  
Self Service Technology ◽  
Individual Self ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the potential differences between types of self-service technology. Specifically, the paper explores how the dynamics of public and private self-service technology influence customers' decision to use the technology. Design/methodology/approach – Existing customers of private and public self-service technology were surveyed from the same industry. Using structural equation modeling, the authors examine how relevant self-service constructs influence evaluations and attitudes of customers across both settings. Findings – The analysis reveals that customers' control and convenience perceptions differ across public and private self-service technology. Additionally, customers placed a heavier emphasis on the hedonic or utilitarian evaluation of a service experience based on the type of self-service technology. Practical implications – For managers of self-service applications, understanding the unique differences of public and private self-service technology can aid in the implementation and adoption of the technology. By properly understanding the differences of the self-service types, managers can provide a beneficial experience to the customer. Originality/value – By identifying and describing two distinct categories of SSTs, this study allows managers and researchers to better understand how and why individuals choose to utilize individual self-service technologies. Through understanding the unique dynamics of a public and a private SST experience, retailers can determine the appropriate strategy for customer adoption based on the utilitarian or hedonic functions of the technology.

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