Impact of Student Perceived Service Quality and Faculty Transformational Leadership on Student Satisfaction and Student Motivation: An Empirical Study

2020 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Mahesh Prabhu H ◽  
Nikhil Agrawal ◽  
Dhruv Sangwan
Keyword(s):  
Transformational Leadership ◽  
Empirical Study ◽  
Service Quality ◽  
Student Satisfaction ◽  
Student Motivation ◽  
Perceived Service Quality

scholarly journals Service Quality Of Educational Websites: An Empirical Study

2011 ◽  
Vol 6 (6) ◽  
Author(s):  
Soumava Bandyopadhyay ◽  
Vivek Natarajan
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
University Students ◽  
Conceptual Model ◽  
Empirical Test ◽  
Ease Of Use ◽  
Perceived Service Quality ◽  
Independent Variables ◽  
The Individual

This paper employs a measurement of the service quality of educational Websites as perceived by students, following a conceptual model developed by Santos (2003).  Perceived service quality of educational Websites is conceptualized as dependent on the following variables—ease of use, content, reliability, privacy, and interaction. An empirical test with university students validates the overall model.  As for the individual independent variables, all of them except privacy are found to have a significant effect on perceived service quality.

scholarly journals THE STUDY OF THE ANTECEDENTS OF RETAIL SHOPPERS’ REPATRONAGE INTENTIONS: AN EMPIRICAL STUDY

2018 ◽  
Vol 20 (3) ◽  
pp. 387
Author(s):  
Andreas Widjaja, Budi Hartono Kusuma
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Product Quality ◽  
Retail Stores ◽  
Perceived Service Quality ◽  
Perceived Price ◽  
Perceived Product Quality

One of important factors that determine the success of retail stores is how to make customers go to shop there, in which they have to shop there continuously. So, retailers should   have to satisfy customers in order to keep customers. In this research, the researcher would like to test and describe customer satisfaction and repatronage  intentions, through eight  variables in Carrefour and Hypermart, and developed into seven hypotheses. This research uses 160 samples to ask their perceptions about Carrefour and Hypermart. Then, from that research, there are two hypotheses that are  rejected and five hypotheses  that  are  accepted.  Perceived product  quality  and perceived price are considered as insignificant antecedents of customer satisfaction. However, perceived service quality, store assortment, trust and commitment are considered as significant antecedents   of   customers’ satisfaction, and customer satisfaction is significant antecedent of repatronage intentions.

The Effect of Customer Characteristics on Service Quality in Pharmacy Retailing: An Empirical Study in the UAE

2019 ◽  
Vol 9 (7) ◽  
pp. 166-174
Author(s):  
K Abdul Waheed ◽  
Ayisha Siddiqua
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Current Literature ◽  
Customer Loyalty ◽  
Demographic Characteristics ◽  
Pharmacy Service ◽  
Behavioral Characteristics ◽  
Retail Stores ◽  
Perceived Service Quality ◽  
Al Ain

The main purpose of this study was to investigate the effect of customer characteristics, especially demographic and behavioral aspects, on service quality. We investigated the effect of demographic characteristics such as gender, age, education, income, and frequency of visits. We examined the effect of behavioral characteristics such as customer loyalty and dependency. A questionnaire was developed to measure customers’ perceived service quality by reviewing current literature in this area. This study measures pharmacy service quality from the reflective model perspective. Service quality is measured on reliability, assurance, tangibility, empathy, and responsiveness. A survey was conducted among customers who visited pharmacy retail stores in Al Ain, UAE.

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.

An empirical study of state university students' perceived service quality

2012 ◽  
Vol 20 (2) ◽  
pp. 164-183 ◽  
Author(s):  
Sik Sumaedi ◽  
Gede Mahatma Yuda Bakti ◽  
Nur Metasari
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
University Students ◽  
State University ◽  
Perceived Service Quality
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