Impact of student Trust, and Positive Word of Mouth, as Mediator variables, between the dimensions of the Quality of E-learning and Student Satisfaction at King Khalid University: أثر ثقة الطلاب وكلمة الفم الإيجابية كمتغيرات وسيطة بين أبعاد جودة التعلم الإلكتروني ورضا الطلاب بجامعة الملك خالد

2021 ◽  
Vol 5 (19) ◽  
pp. 201-176
Author(s):  
Mohammed Alsagheer Qasem Alshaebi, Yasir Tageldin Abubaker A Mohammed Alsagheer Qasem Alshaebi, Yasir Tageldin Abubaker A
Keyword(s):  
Student Satisfaction ◽  
Word Of Mouth ◽  
Positive Word ◽  
Student Trust ◽  
E Learning ◽  
Study Population ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Positive Word Of Mouth

  This study aims to test the overall satisfaction of the beneficiary students with the quality of e-learning service at King Khalid University in the Kingdom of Saudi Arabia. More specifically, this study investigates "the effect of the variables of an e-learning service quality dimensions, which include six dimensions on an overall students' satisfaction variable as a dependent variable, in addition to the two variables of student trust, and Positive Word of Mouth, which were used as mediator variables. The descriptive and analytical approach was used in this study, and a total of 729 copies of a questionnaire were obtained for the analyses which was representing the study population that consisted of all students at King Khalid University. So, this study tested the relationships between the variables, in purpose of testing the quality of measurements, as well as the study hypotheses testing. The results obtained from the analysis provided support for the theoretical model of the study, and confirmed the existence of a statistically significant impact relationship between the most variables, as well as The results showed that the positive word of mouth variable also mediates the relationship between students' trust and their overall satisfaction with the e-learning service at King Khalid University. Based on the results of the study, the theoretical and practical implications of the results of the study were discussed, in addition to providing recommendations and suggestions for future studies.

Building Satisfaction and Loyalty During a Musical Benefit Event: A Consumer-Based Approach

2019 ◽  
Vol 48 (6) ◽  
pp. 1250-1271
Author(s):  
Jeanne Albouy ◽  
Jean-Philippe Galan ◽  
Laurent Maubisson
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Behavioral Outcomes ◽  
Equation Modeling ◽  
Positive Word ◽  
Direct Effects ◽  
Positive Word Of Mouth

This research addresses the respective importance of the charitable, experiential, and service-based dimensions associated with benefit concerts. Through a consumer-based approach, we examine the effects of three antecedents (charitable scope, immersion, and quality of service) on satisfaction and behavioral outcomes (loyalty and positive word-of-mouth). Data collected on site immediately after a charity concert are analyzed with structural equation modeling. The state of immersion and the event’s charitable scope enhance the overall satisfaction, which, in turn, fosters the behavioral outcomes. Direct effects are identified; satisfaction is influenced more by immersion, whereas behavioral outcomes depend more on charitable scope. The type of initial motivation moderates the findings: The quality of service enhances satisfaction only among attendees with other-focused motivation, immersion improves satisfaction if the motivation is self-focused, and charitable scope remains an important factor of satisfaction regardless of the type of motivation.

Service Quality Provided by Colleges in Chitwan and Its Impact on Student Satisfaction

2021 ◽  
Vol 1 ◽  
pp. 15-21
Author(s):  
Shiva Prasad Poudel
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Relationship ◽  
Sampling Technique ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship ◽  
Students Satisfaction

This study attempts to examine the relationship between service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) and students’ satisfaction. Furthermore, this study is also examining critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contribute most to the satisfaction of the students. The study employed both purposive and stratified sampling technique by using a set of questionnaires that was distributed to 120 college students in three of the colleges (Balkumari College, Saptagandaki Campus and Birendra Multiple Campus) in Chitwan. However the study found that there is a positive significant relationship between service quality dimensions and students’ satisfaction. The study also found that Empathy has significant relationship with student’s satisfaction in the students’ perception of service quality rendered by their colleges. Finally the study concludes that assessing level of satisfaction and continuous improvements of the quality of services that colleges provide to their students will help management and other staff of these colleges to reach organizational success.

Student Perceptions of E-Learning Service Quality, E-Satisfaction, and E-Loyalty

2021 ◽  
pp. 806-830
Author(s):  
Long Pham ◽  
Stan Williamson ◽  
Ronald Berry
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Support Service ◽  
The Internet ◽  
Course Materials ◽  
E Learning ◽  
Quality Dimensions ◽  
Service Quality Dimensions

With the growing ubiquity of the Internet and the continued evolution of the Internet of Things, universities are focusing more on web-based strategies to deliver higher education (i.e., e-learning). In spite of this, few studies on e-learning service quality have been conducted to examine the effectiveness of these efforts. This study seeks to identify primary e-learning service quality dimensions and to examine the relationships among e-learning service quality dimensions, overall e-learning service quality, e-learning satisfaction and e-learning loyalty as perceived by e-students in the college setting. Results identified five main factors that measure e-learning service quality: e-learning administrative and support service quality; e-learning instructor quality; e-learning accuracy; e-learning course materials quality; and e-learning security and privacy. The quality of e-learning administrative and support service, instructor performance, and course materials were positively related to overall e-learning service quality, with e-learning instructor quality the most influential. There was a positive association between overall e-learning service quality and e-learning loyalty, and between e-learning satisfaction and e-learning loyalty. Results are consistent with most studies of traditional and online services and other e-learning studies that customer loyalty is strongly influenced by customer satisfaction and quality of service and that customer satisfaction is strongly influenced by quality of service.

scholarly journals An Empirical Model of Students Satisfaction and Service Quality of Jahangirnagar University

2018 ◽  
Vol 13 ◽  
pp. 2806-2814
Author(s):  
Moyazzem Hossain
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Educational Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Level Of Significance ◽  
The University ◽  
The Relationship ◽  
Students Satisfaction

Satisfaction is a state felt by a person who has experienced performance or an outcome that fulfill his or her expectation and service quality is an important parameter of educational excellence. This study attempts to examine the relationship between service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) and students’ satisfaction. The results exhibit that there is a significant correlation among all the constructs with student satisfaction at 1% level of significance. The results also depict that the tangibles factor is the most important factor which includes a group of statements related to the environment and facilities provided by the university. Therefore, this paper will be helpful for institutions in order to enhance the quality of educational services.

scholarly journals THE IMPACT OF INSTITUTION IMAGE AND STUDENT SATISFACTION TO WORD OF MOUTH

2015 ◽  
Vol 14 (2) ◽  
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Descriptive Statistics ◽  
Equation Modeling ◽  
Positive Word ◽  
Positive Word Of Mouth ◽  
The Impact

In the recent years a tremendous growth has been observed in the Indonesia higher education institutions (HEI). The growth in the number of HEI in year 2009 – 2013 increased from 1.382 to 3.151. The increase in the number of HEI in Indonesia has resulted in the industry becoming very competitive. The situation call for HEIs to focus on establishing a strong institution image and providing student satisfaction to secure their positive word of mouth. A conceptual framework is proposed that investigates the impact of institution image and student satisfaction on word of mouth (WOM). Survey was employed and respondents were from the students of Indonesian Open University (Universitas Terbuka = UT). There were 155 usable questionnaires to analyze descriptive statistics, realibility, validity and structural equation modeling (SEM). The research found that institution image and student satisfaction significantly affects WOM and that image exerts a stronger influence on WOM than satisfaction. Therefore, UT as a service firm has to focus on these factors in order to built a long-term and mutally profitability relationship with a student and create positive WOM as competitive advantage.

Student Perceptions of E-Learning Service Quality, E-Satisfaction, and E-Loyalty

2018 ◽  
Vol 14 (3) ◽  
pp. 19-40 ◽  
Author(s):  
Long Pham ◽  
Stan Williamson ◽  
Ronald Berry
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Support Service ◽  
The Internet ◽  
Course Materials ◽  
Learning Satisfaction ◽  
E Learning ◽  
Quality Dimensions ◽  
Service Quality Dimensions

With the growing ubiquity of the Internet and the continued evolution of the Internet of Things, universities are focusing more on web-based strategies to deliver higher education (i.e., e-learning). In spite of this, few studies on e-learning service quality have been conducted to examine the effectiveness of these efforts. This study seeks to identify primary e-learning service quality dimensions and to examine the relationships among e-learning service quality dimensions, overall e-learning service quality, e-learning satisfaction and e-learning loyalty as perceived by e-students in the college setting. Results identified five main factors that measure e-learning service quality: e-learning administrative and support service quality; e-learning instructor quality; e-learning accuracy; e-learning course materials quality; and e-learning security and privacy. The quality of e-learning administrative and support service, instructor performance, and course materials were positively related to overall e-learning service quality, with e-learning instructor quality the most influential. There was a positive association between overall e-learning service quality and e-learning loyalty, and between e-learning satisfaction and e-learning loyalty. Results are consistent with most studies of traditional and online services and other e-learning studies that customer loyalty is strongly influenced by customer satisfaction and quality of service and that customer satisfaction is strongly influenced by quality of service.

scholarly journals The Effect of Service Quality on Worth of Mouth Positive Intervening by Student Satisfaction and Attitude, Moderation of Student Characteristics on the Effect of Service Quality on Student Satisfaction

2021 ◽  
pp. 207-222
Author(s):  
Moch. Saifudin
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Primary Data ◽  
Quality Service ◽  
Positive Word ◽  
State Institute ◽  
Student Characteristic ◽  
Positive Word Of Mouth

This research  purpose to analyze affected: 1) service quality to student satisfaction, 2) service quality to student atittudes, 3) moderation of student characteristic at affected service service to student satisfaction, 4) service quality to positive Word of Mouth, 5) student satisfaction to positive Word of Mouth, dan 6) student atittudes to positive Word of Mouth, 7) The mediation of satisfaction and students atittudes on affected of quality service to positive Word of Mouth. The using data was primary data which had by questioner brought to 150 higher students of Economic and Business Islamic Faculty of State Institute for Islamic Studies Purwokerto as respondence. Then, data analized by Structural Equation Modelling (SEM). The result of research shown that: 1) Service quality had positive affected to student satisfaction, 2) Service quality had positive affected to student atittudes, 3) Student characteristic not moderated in affected service quality to student satisfaction, 4) Service quality had positive affected to positive Word of Mouth, 5) Student satisfaction had positive affected to positive Word of Mouth, and 6) Student atittudes had positive affected to positive Word of Mouth, 7) Satisfaction and students atittudes mediating of quality service affect to positive Word of Mouth.

scholarly journals What Forms University? An Integrated Model from Syria

2015 ◽  
Vol 17 (1) ◽  
pp. 46-55 ◽  
Author(s):  
Bayan Khalifa ◽  
Ali Mahmoud
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Integrated Model ◽  
Equation Modeling ◽  
Key Factors ◽  
University Image ◽  
Quality Dimensions ◽  
Service Quality Dimensions

This study aims at developing and empirically testing an integrated model incorporating the factors that form university image in Syria. The study used a quantitative survey of students at Syrian universities. A pre-test of the questionnaire was undertaken using a convenient sample of 40 students. Thereafter, a sample of 259 students was used to test the model using structural equation modeling. The findings suggest word of mouth and faculty-individualized attention, one of service quality dimensions, as the antecedents of university image. Moreover, the findings reveal a positive effect of faculty-individualized attention and support staff helpfulness, as service quality dimensions, on student satisfaction. It is also found that student satisfaction positively affect word of mouth. This study is expected to help Syrian universities understand the key factors contributing to university image formation, and, therefore, strengthen their positions in the market. This study comes to be one of the first studies that attempt to understand how university image is formed.

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