scholarly journals Effects of Academic Quality and Service Quality on University Students’ Satisfaction

2021 ◽  
Vol 6 (2) ◽  
pp. 153
Author(s):  
Hanis Aqilah Rusnipa ◽  
Marshita Hashim ◽  
Shukriah Sa'ad
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Quantitative Research ◽  
Hypotheses Testing ◽  
Quality Service ◽  
Academic Quality ◽  
Public And Private ◽  
Future Studies ◽  
Klang Valley ◽  
Students Satisfaction

This study was conducted on the premise that Higher Education Institutions (HEIs) with strong reputation have superior market positions in the higher education sector. It empirically examined academic quality, service quality, and student's satisfaction in the context of HEIs. The investigation was conducted using quantitative research. Four hundred twenty-six questionnaires were collected from students in public and private HEIs in Klang Valley. Correlation analysis and multiple regression were used to analyze the influence of variables and hypotheses testing for the study. The findings showed a significant relationship between academic quality and service quality with students' satisfaction. The results show that HEIs should continue to reinvest in their resources and skills to ensure that their institutions are in a better position to meet the needs of their students and, at the same time, improve the branding and reputation of their institutions. Future studies should include other factors that may influence HEIs’ reputations (both positively and negatively). The findings may provide valuable guidelines to Malaysian HEIs in improving specific areas of academics quality and service quality.

scholarly journals Impact Of Service Quality On Students Satisfaction In Higher Education Institutions

2020 ◽  
Vol 6 (1) ◽  
pp. 1-18
Author(s):  
Roohul Amin ◽  
Dr. Asma Khuwaja ◽  
NisarAfridi
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Private Sector ◽  
Higher Education Institutions ◽  
Public And Private ◽  
Learning Stage ◽  
Quality Of Higher Education ◽  
Public And Private Sector ◽  
Students Satisfaction

In prevalent competitive environment of higher education institutions it has become vital for the institutional management to pursue for attainment of students satisfaction and maintain it throughout their stay in the institution during the course of study. Besides many predictors, the service quality is considered very vital factor in education sector to ensure students satisfaction all along their learning stage. Therefore, this research study aims to measure the relationship between the service qualities of higher education institutions with their customers (students) satisfaction. The service quality of higher education is determined by measuring various dimensions of service quality such as; the tangibility of institution and its infrastructure, reliability in its service delivery, responsiveness of its service providers, assurance and empathy. The research furthers its measurement of relationship of each dimension of service quality with students satisfaction level with a view to ascertain significance of each or otherwise. The research intends to investigate students of public and private sector universities of Khyber Pakhtunkhwa. The research is not only expected to determine the prevalent level students satisfaction and service quality of higher education, but also help to draw a comparative analyses between the public and private sector in this regard. The research would help the management of higher education institutions to revisit and regulate their strategies to deliver better service quality to its customers by focusing each dimension of the service quality individually.

scholarly journals Service Quality Dimensions of Higher Education Institutions and Students’ Satisfaction: Bangladesh Perspective

2021 ◽  
Vol 9 (2) ◽  
pp. 13
Author(s):  
Dhiman Barua ◽  
Md. Sarwar Uddin
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Research Direction ◽  
Future Research ◽  
Public And Private ◽  
Statistical Measures ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Students Satisfaction

Higher education institutions (HEI’s), both public and private are increasingly focusing on meeting students’ demand as students’ perception on quality of higher educational services are becoming more important. This paper is mainly attempted to examine the relationship between service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) and students’ satisfaction. To conduct the study, a total number of 207 respondents were taken as sample from eight universities including four public universities located in Dhaka and Chittagong. Five point Likert scale type questionnaire was used to collect the data. In this study, some statistical measures such as mean, standard deviation, correlation were used to analyze the linkage. The results found that there is a positive relation between service quality dimensions and students’ satisfaction specifically tangibles and reliability have significant influence on students’ satisfaction. The study also revealed that responsiveness, assurance and empathy have insignificant relation with students’ satisfaction. This paper concludes with limitation and future research direction.

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.

Factors affecting agricultural students’ loyalty: a study at Nong Lam University Ho Chi Minh City

2021 ◽  
Vol 66 (1) ◽  
pp. 78-87
Author(s):  
Viet Vo Van ◽  
Thu Le Anh
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Quantitative Research ◽  
Plant Protection ◽  
Animal Husbandry ◽  
Ho Chi Minh City ◽  
Research Approach ◽  
Factors Affecting ◽  
Agricultural Students ◽  
Students Satisfaction

This study was conducted with the objective of identifying the influence of service quality, university image on agricultural students’ satisfaction and loyalty. The quantitative research approach was applied. Data were collected using questionnaires with a sample size of 313 students who majored in Veterinary Medicine, Animal Husbandry, Agronomy and Plant Protection at Nong Lam University Ho Chi Minh City. The sample has been selected by convenient method. The research results show that agricultural students’ satisfactions and loyalty are affected by service quality and school image. In which, the school image has the stronger impact on student satisfaction and loyalty. From the findings, the researcher has made conclusions and some suggestions to contribute to improving student loyalty.

scholarly journals Pengaruh Kualitas Layanan dan Kepuasan Terhadap Loyalitas Mahasiswa (Studi Kasus Program Pascasarjana Fakultas Ekonomi dan Bisnis Universitas Airlangga)

2021 ◽  
Vol 8 (1) ◽  
pp. 103-109
Author(s):  
Windasari Windasari ◽  
Soedjarwo Soedjarwo ◽  
Toho Cholik Mutohir
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Analysis Data ◽  
Organization Culture ◽  
University Education ◽  
Equation Modeling ◽  
Academic Quality ◽  
Student Loyalty

Higher education institutions need to reform the organization culture of a bureucratic university become a corporate university. Education will be oriented towards high academic quality, service quality, and as well as student satisfaction. The purposes of this study are to measure and determine the effect of service quality and satisfaction on student loyalty in higher education sector. Data collection technique is done by distributing questionnaires with 5-point likert scale. There are 151 students chosen using cluster random sampling. The validity test used factor analysis. Data analysis technique was done using Structural Equation Modeling (SEM) with the help of the AMOS version 21.0 program. The result of the research shows that service quality and satisfaction simultaneously affect student loyalty.

scholarly journals The Impact of Service Quality on Students Satisfaction in higher Education Institutes of Khyber Pakhtunkhwa

2019 ◽  
Vol 5 (1) ◽  
pp. 217-224
Author(s):  
Samina Gul ◽  
Shahid Jan ◽  
Fayaz Ali Shah
Keyword(s):  
Higher Education ◽  
Regression Analysis ◽  
Service Quality ◽  
Research Methodology ◽  
Response Rate ◽  
Positive Impact ◽  
Khyber Pakhtunkhwa ◽  
Research Article ◽  
The Impact ◽  
Students Satisfaction

The research article emphases on the impact of service quality on students’ satisfaction in higher education institutes of KPK. The research paper examines the service quality by using the scale developed by Chronin and Taylor defined as SERVPERF. The scale is applied to Higher education institutes of KPK. Research methodology used in the current research is quantitative. The data was collected through questionnaires. the respondents of this research were the students of higher education institutes of KPK. 650 questionnaires were distributed among the students of higher education institutes randomly in which 520 were returned having response rate of 80%. The regression analysis indicated that service quality show a positive impact on the students’ satisfaction.

scholarly journals ANALISIS PENGARUH KUALITAS MAKANAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA BEHAVIORAL INTENTION RESTORAN TOP YAMMIE

2020 ◽  
Vol 8 (2) ◽  
pp. 18-48
Author(s):  
Priska Liliani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Food Quality ◽  
Behavioral Intention ◽  
Quantitative Research ◽  
Total Sample ◽  
Quality Service ◽  
Analysis Method ◽  
Effect Of Food

The purpose of this research is to analyze the effect of food quality, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intention. The analytical method used by the authors in conducting this research is to use quantitative research with a total sample of 100 people who are respondents who are people who eat at Top Yammie restaurants. In carrying out the data collection is done by distributing questionnaires in which there are several items of statement. in this study the variables are divided into several parts including food quality (X1), service quality (X2) to customer satisfaction (Y), and behavioral intention (Z). To measure the amount of influence on these variables, the authors use the path analysis method (path analysis). From the results of the analysis it was found that there was a significant influence both partially and simultaneously on food quality variables, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intentions

scholarly journals DEVELOPMENT OF SERVICE QUALITY FOR STUDY PROGRAMME ‘THERAPEUTIC MASSAGE’

2020 ◽  
Vol 2 ◽  
pp. 403
Author(s):  
Una Veseta ◽  
Karīna Svētiņa ◽  
Oskars Onževs
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Five Dimensions ◽  
Therapeutic Massage ◽  
Study Programme ◽  
Quality Study ◽  
Empathy Gap ◽  
Improve Service Quality ◽  
Students Satisfaction

Higher education institutions try to provide best quality study and services in order to satisfied student. The purpose of this paper is to develop recommendations to improve service quality for study programme ‘Therapeutic massage’ (EQF study level 5). The standard questionnaire SERVQUAL (five dimensions - reliability, assurance, tangibles, empathy and responsiveness), emphasizing on measuring the gap between level of current and expected service quality was used. In total 122 students (94% of study programme`s students) have participated in research. The study examines the validity of SERVQUAL in assessing students` satisfaction with study programme. Reliability Coefficient Cronbach's Alpha 0.884. The research found that in the study programme there is a gap of current and expected service quality in dimensions empathy (gap mean score -0.28), tangibles (gap mean score -0.38), responsiveness (gap mean score -0.30) indicating that development need to be implemented to enhance the service quality. Based on the research results obtained, recommendations for improvement of service quality were developed. 

scholarly journals Measuring Service Quality In Higher Education: A South African Case Study

2014 ◽  
Vol 10 (2) ◽  
pp. 131-142 ◽  
Author(s):  
Paul Green
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
South African ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Cost Effective ◽  
High Expectations ◽  
Five Dimensions ◽  
University Of Technology ◽  
Quality In Higher Education

The goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing five dimensions of service quality (tangibles, responsiveness, empathy, assurance, and reliability). A convenience sampling technique was applied, the data were collected from 280 respondents at the Durban University of Technology (DUT), and the results and discussion are presented. The findings reveal that, on average, customers had high expectations in tangibles, reliability, and assurance dimensions and their highest perceptions were found in the assurance dimension. This study will benefit management of higher education institutions in identifying cost-effective ways of reducing service quality gaps.

scholarly journals Development of a new model on utilizing online learning platforms to improve students’ academic achievements and satisfaction

2020 ◽  
Vol 17 (1) ◽  
Author(s):  
Hassan Abuhassna ◽  
Waleed Mugahed Al-Rahmi ◽  
Noraffandy Yahya ◽  
Megat Aman Zahiri Megat Zakaria ◽  
Azlina Bt. Mohd Kosnin ◽  
...  
Keyword(s):  
Higher Education ◽  
Online Learning ◽  
Quantitative Research ◽  
Strong Support ◽  
Transactional Distance ◽  
Transactional Distance Theory ◽  
Academic Achievements ◽  
Learning Platforms ◽  
Potential Factors ◽  
Students Satisfaction

Abstract This research aims to explore and investigate potential factors influencing students’ academic achievements and satisfaction with using online learning platforms. This study was constructed based on Transactional Distance Theory (TDT) and Bloom’s Taxonomy Theory (BTT). This study was conducted on 243 students using online learning platforms in higher education. This research utilized a quantitative research method. The model of this research illustrates eleven factors on using online learning platforms to improve students’ academic achievements and satisfaction. The findings showed that the students’ background, experience, collaborations, interactions, and autonomy positively affected students’ satisfaction. Moreover, effects of the students’ application, remembering, understanding, analyzing, and satisfaction was positively aligned with students’ academic achievements. Consequently, the empirical findings present a strong support to the integrative association between TDT and BTT theories in relation to using online learning platforms to improve students’ academic achievements and satisfaction, which could help decision makers in universities and higher education and colleges to plan, evaluate, and implement online learning platforms in their institutions.

Sign in / Sign up

Export Citation Format

Share Document