The Influence of Higher Education Service Quality on Behavioural Intention: The Mediating Role of Student Happiness

2019 ◽  
Vol 118 (10) ◽  
pp. 444-458 ◽  
Author(s):  
Musabeh Surour Hamad Binnawas ◽  
Gamal S. A. Khalifa ◽  
Amyia Bhaumick
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Behavioral Intention ◽  
Social Needs ◽  
Mediating Effect ◽  
Future Research ◽  
Mediating Role ◽  
Education Service ◽  
Questionnaire Method

Higher education frameworks in numerous nations have extended drastically to meet growing economic and social needs. Educational policies, structures and practices have been essentially affected by globalization. Some of these progressions have been driven by financial forces, while others have been driven by political, technological, and social powers. Globalization's effect on education has brought on a reconsidering of numerous ranges in education, including its purpose, structure, pedagogy, content, instructional methodology, and outcomes assessment. The study aims to investigate the casual relationship between service quality and student behavioral intention, as well as, the mediating effect of student happiness. In the current study, the researcher adopted the quantitative technique (using questionnaire method) to achieve the research aim. SPSS25 and Smart PLS3 are implemented for data analysis. The results revealed that higher education service qualities; and student happiness, have a positive effect on student behavioral intention. In addition, student happiness mediates the relationship between higher education service quality and student behavioral intention. Theoretical and practical implications are introduced as well as suggestions for future research.

Organic Leadership Style and Employee Engagement: The Mediating Effect of Social Relevance of Work in Context of Faculty Members in Higher Education

2017 ◽  
Vol 10 (1) ◽  
Author(s):  
G.P. Dang ◽  
Puneet Basur
Keyword(s):  
Higher Education ◽  
Employee Engagement ◽  
Leadership Style ◽  
Faculty Members ◽  
Mediating Effect ◽  
Social Relevance ◽  
Mediating Role ◽  
Group Members ◽  
Operational Excellence

Leadership Style has been since long acknowledged by management scholars as being an important subject in relation to organizational executions and outcome. An effective leadership would not only be able to prevent job stress and burnout among group members, but would also be successful in enhancing the motivation and engagement of the employees. It has been widely accepted that operational excellence in an organization can only be maintained through engaged employees. In this study the researchers have strived to enhance the understanding of the complex relationship between the organic leadership style and the engagement level of the employees and to further comprehend the mediating role of social relevance of work in association of the two constructs i.e. leadership style and employee engagement, in context of faculty members in higher education sector.

Exploring the Three- Path Mediation Model

2014 ◽  
Vol 5 (2) ◽  
pp. 1-20 ◽  
Author(s):  
Manish Kumar Yadav ◽  
Alok Kumar Rai ◽  
Medha Srivastava
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Mediation Model ◽  
Mediating Role ◽  
Customer Perceived Value ◽  
Comprehensive Survey ◽  
Indirect Relationship

The present study attempts to explore structure of relationships among service quality, customer perceived value, customer satisfaction and behavioral intentions through a comprehensive survey of extant literature. The study investigates the direct and indirect relationship between service quality and behavioral intention and probes into the mediating role of customers' perceived value and customers' satisfaction in the indirect relationship between service quality and behavioral intention. The findings suggest that service quality and behavioral intention relationship is mediated at multiple levels as their relationship passes through the junctions of customer perceived value and customer satisfaction.

scholarly journals Beauty and Elegance: Value Co-Creation in Cosmetic Surgery Tourism

SAGE Open ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. 215824402093253 ◽  
Author(s):  
Salman Majeed ◽  
Zhimin Zhou ◽  
Haywantee Ramkissoon
Keyword(s):  
Quality Of Life ◽  
Service Quality ◽  
Cosmetic Surgery ◽  
Medical Service ◽  
Medical Tourism ◽  
Future Research ◽  
Emotional Attachment ◽  
Mediating Role

This study presents an emerging trend in medical tourism, cosmetic surgery tourism (CST). We explore tourists’ perceptions of CST for medical service quality as an antecedent to tourists’ emotional attachment, trust, and intentions to visit, which is underexplored in CST. This study examines the mediating role of value co-creation in influencing behaviors of CST-seeking tourists to experience a better quality of life. Using a sample drawn from 279 tourists, comprised of Australian, Japanese, and Chinese nationalities at two international airports in China, findings show that perceived medical service quality positively influences tourists’ emotional attachment, trust, and intentions to visit directly and through the mediating role of value co-creation across the three nationalities. CST-seeking tourists’ inputs in value co-creation may positively influence their behaviors, which are vital antecedents to promoting CST business. Implications for future research are discussed.

scholarly journals The Impact of Patient Satisfaction on Patient Commitment and the Mediating Role of Patient Trust

2020 ◽  
Vol 7 (6) ◽  
pp. 1642-1647
Author(s):  
Ayhan Durmuş ◽  
Mahmut Akbolat
Keyword(s):  
Patient Satisfaction ◽  
Healthcare Services ◽  
Mediating Effect ◽  
Strong Positive Correlation ◽  
Patient Trust ◽  
Satisfaction Scale ◽  
Mediating Role ◽  
Questionnaire Method ◽  
The Impact

The purpose of this study is to determine the effect of patient satisfaction on patient commitment and the mediating role of patient trust in this effect. The study was conducted with 595 patients receiving healthcare services from the city center of Sakarya in Turkey. The data were collected between March 30, 2017, and May 29, 2017, via questionnaire method. The Patient Satisfaction Scale by Chang et al, the Patient Commitment Scale by Torres et al, the Patient Trust Scale by Ozawa, and an Introductory Information Form were used as the data collection tools in the study. Descriptive statistical methods, exploratory factor analysis, reliability analysis, correlation analysis, and Model 4 within the Process Macro regression analysis for SPSS developed by Hayes in order to determine the mediating role were used for the data analysis. The analyses were made at a 95% confidence interval, and the variables of patient satisfaction, patient trust, and patient commitment have a strong positive correlation. The result of this study demonstrated that patient satisfaction affects patient trust and patient commitment. Another outcome of this study is that there is a mediating effect of patient trust in the impact of patient satisfaction on patient commitment. In conclusion, these related concepts might influence the beliefs and behavior of the patient concerning the healthcare institution in question or the services that they have received.

Development and Testing of an Education Service Quality Model [Abstract]

10.28945/4781 ◽  
2021 ◽  
Author(s):  
William D Senn ◽  
Gayle Prybutok ◽  
Kittipong Boonme ◽  
Victor R. Prybutok
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Latent Variables ◽  
Structural Equation ◽  
Future Research ◽  
Effective Manner ◽  
Education Service ◽  
Auxiliary Services

Aim/Purpose: This study builds upon theory to develop and test a parsimonious model of service quality importance, the Higher Education Service Quality Importance (HESQI) Model, for use in standardized, frequent surveys of student satisfaction in higher education service delivery. Background: Educational institutions operating in the higher education marketplace are facing increased competition for students. In order to be competitive in terms of the student services provided, these institutions need a method to evaluate and measure, on a frequent and recurring basis, the quality and performance of their services. Methodology: A survey was developed and administered to a stratified random sample of 1,400 students at a large public university in the southwestern United States. The 56% response rate was comprised of 790 total respondents. Partial least squares structural equation modelling (PLS-SEM) was used to analyze model constructs and latent variables. Reliability, validity, non-response bias, and common method bias were assessed as part of the research. Contribution: The HESQI is a compact, parsimonious instrument that can be administered in a cost-effective manner for faster, point-in-time checks of student satisfaction with less survey fatigue than larger instruments. Findings Service quality is significantly correlated with student satisfaction. The developed model is capable of explaining nearly 70% of the variance in student perceptions of satisfaction. Recommendations for Practitioners: The developed HESQI instrument addresses the need for a quick and easy measurement instrument to assess student satisfaction in higher education institutions. The HESQI instrument simplifies data collection and analysis and can be used on a frequent and ongoing basis to gain rapid insight into service and quality issues affecting students. Recommendations for Researchers: The development of the HESQI provides an instrument that researchers can use to study the delivery of auxiliary services in higher education. In addition, the methodology used has implications for how to develop and test other parsimonious instrument for use in other contexts. Impact on Society: Higher education is of critical value to societal mobility. As such providing a better experience for those who seek education is important and services are an important part of that experience. The HESQI has an important role in helping to improve that experience because it allows measuring the satisfaction with changes that are made to improve auxiliary services which are important to the overall environment and experience. Future Research: Future research may be carried out to further validate and confirm the research findings and use it in other environments. Also, research may consider a single item instrument in similar environments.

scholarly journals The mediating role of international student satisfaction in the influence of higher education service quality on institutional reputation in Taiwan

2020 ◽  
Vol 12 ◽  
pp. 184797902097195
Author(s):  
Massoud Moslehpour ◽  
Ka Yin Chau ◽  
JingJing Zheng ◽  
Asalia Noor Hanjani ◽  
Minh Hoang
Keyword(s):  
Higher Education ◽  
International Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
International Student ◽  
Ministry Of Education ◽  
Mediating Role ◽  
Education Service ◽  
Influential Variable ◽  
Institutional Reputation

The number of international students applying to universities in Taiwan is increasing annually. Moreover, universities’ choice for international students is also increasing with support from the Ministry of Education of Taiwan. Therefore, it is crucial to understand the factors that influence student choice. This study investigates the effects of Taiwan’s higher education service quality on international student satisfaction and institutional reputation. We collected data from 197 international students studying at 33 national and private universities in Taiwan to test the study’s proposed model. This study uses a quantitative approach to examine the proposed hypotheses, and causal research design is used to elucidate the cause-and-effect relationship between constructs. The non-academic aspect of service quality is the most influential variable in student satisfaction, and student satisfaction strongly affects institutional reputation. Student satisfaction mediates the relationship between the academic and non-academic aspects of service quality and institutional reputation. This study’s findings could help higher education institutions in Taiwan assess and improve their service quality, which would help them attract international students.

scholarly journals The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

SAGE Open ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. 215824402093588 ◽  
Author(s):  
Sadia Khatoon ◽  
Xu Zhengliang ◽  
Hamid Hussain
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Positive Impact ◽  
Mediating Effect ◽  
Security And Privacy ◽  
Mediating Role ◽  
Banking Service ◽  
The Relationship

This study investigates the relationship between the dimensions of electronic (E)-banking service quality and customer purchasing intentions with the mediating role of customer satisfaction. Data were collected from employees and customers, working in different banks of Qatar through a validated closed-ended questionnaire from a sample of 235. Correlation analysis and regression analysis were implied to the obtained data to test the study hypothesis, and the report provided accurate results as per our expectations. The results of the study indicate that reliability, efficiency, responsiveness, communication, security, and privacy have a significant and positive impact on customer purchasing intentions. Customer purchasing intentions are significantly increased when the customers are satisfied with E-banking service quality. The mediating role of customer satisfaction was established for E-banking service quality and customer purchase intentions. Customer satisfaction tested as a mediator has shown a partial impact on the relationship between information technology (IT), E-banking service quality, and customer purchasing intentions. This study has significantly contributed to the area of research primarily within the domain of behavioral finance. The study also provides significant implications for academicians and practitioners.

The effects of service quality on student loyalty: the mediating role of student satisfaction

2016 ◽  
Vol 11 (2) ◽  
pp. 446-462 ◽  
Author(s):  
Subrahmanyam Annamdevula ◽  
Raja Shekhar Bellamkonda
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Education Sector ◽  
Content Type ◽  
Mediating Role ◽  
Student Loyalty ◽  
Indian Higher Education ◽  
And Gender

Purpose Student loyalty in higher education sector helps college administrators to establish appropriate programs that promote, establish, develop and maintain successful long-term relationships with both current and former students. The purpose of this study is to propose the use of mediation model that links service quality and student loyalty via student satisfaction and test the direct and indirect effects of service quality on student loyalty with the mediation role of student satisfaction. Design/methodology/approach The study used survey research design and collected data from three oldest state universities in the state of Andhra Pradesh in India to find the relationships between service quality, student satisfaction and student loyalty in higher education sector using structural equation modeling. Findings This study tested the proposed research model and proved the mediator role of student satisfaction between service quality and student loyalty. Service quality has been found to be an important input to student satisfaction. The result also shows that while university provides no basis for differentiation among the constructs, age and gender play a major role in determining the different perceptions of students about the constructs investigated. Research limitations/implications The study focuses on student satisfaction, of which service quality is an important antecedent. Identification of other variables, besides service quality, is crucial to contribute to the overall student satisfaction. Similarly, it is just as critical to identify the other elements like value, image or institution reputation which may have direct impact on service loyalty. It would be more precise when the studies also consider the opinion of the students before joining the institute based on word of mouth of passed-out students and after finishing the course. Longitudinal studies to collect predictor and criterion variables before and after the course would be much stronger. Practical implications A clearer understanding of the relationship between service quality, satisfaction and loyalty that helps ensure the management to take better strategies to concentrate and improve the performance is aided by this study. It is interesting to note that the student loyalty is primarily affected by age and gender. This type of analysis helps to identify the target students who have high potential of defection. Social implications Higher education and their respective institutions seek to enhance socio-cultural and economic development to promote active citizenship by inculcating ethical values among students. The Indian higher education institutions are facing enormous issues related to quality in education. The changing nature and need of higher education services and an increase in competitive intensity necessitates higher performance levels in the realm of Indian higher education (universities). These can be achieved through a thorough understanding of the expectations of students and the importance placed by them on aspects found by the study such as teaching, administrative services, support services, hostel facilities, library and lab facilities and internationalization. Originality/value Previous studies have proved the mediation role of satisfaction between service quality and loyalty in marketing literature, but no significant studies have empirically tested the same in higher education sector. The service quality measurement in higher education is complex because of some unique features like customers’ (student) cognitive participation in the service process, the needs of the students being fulfilled by different parties, long-term and continuous services. The study contributes to the existing field of knowledge by providing support for the contention that student satisfaction performs a mediating role in the link between service quality and student loyalty in higher education sector.

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