Structural Model of Service Quality Factors Affecting Loyalty Sustainability

2020 ◽  
Vol 11 (2) ◽  
Author(s):  
Eman Al-erqi ◽  
◽  
Mohd Lizam Mohd Diah ◽  
Najmaddin Abo Mosali ◽  
◽  
...  
Keyword(s):  
International Students ◽  
Service Quality ◽  
Goodness Of Fit ◽  
Structural Model ◽  
Quality Factors ◽  
Factors Affecting ◽  
Measurement Models ◽  
Confirmatory Factor ◽  
The University ◽  
The Impact

This study seeks to address the impact of service quality affecting international student's satisfaction towards loyalty tothe Universiti Tun Hussein Onn Malaysia(UTHM). The aim of thestudy is to develop relationship between service quality factor and loyalty to the university from the international students’ perspectives. The study adopted quantitative approach where data was collected through questionnaire survey and analysed statistically. A total of 246 responses were received and found to be valid. The model was developed and analysed using AMOS-SEM software. Confirmatory factor analysis (CFA) function of the software was to assessed the measurement models and found that all the models achieved goodness of fit. Then path analysis function was used to assessed structural model and found that service qualityfactors have a significant effect on the students’ satisfaction and thus affecting the loyaltyto the university. Hopefully the outcome form this study will benefit the university in providing services especially to the international students.

A Study on the Impact of Service Quality on Student Satisfaction towards the University Libraries in Dindigul District, Tamil Nadu, India

2018 ◽  
Vol 8 (3) ◽  
pp. 63-66
Author(s):  
S. Mathurajothi ◽  
S. Subramani ◽  
P. S. Venkateswaran
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Tamil Nadu ◽  
Review Of Literature ◽  
University Libraries ◽  
Quality Factors ◽  
Positive Correlation ◽  
The University ◽  
The Impact ◽  
The Relationship

The main objective of this study is to find out the service quality on student satisfaction towards the University libraries in Dindigul District. A review of literature was collected to find out the relationship among service quality and student satisfaction. A survey was conducted to collect the data from 308 students from the two Universities in Dindigul District. The result shows that except empathy, other service quality factors are positively related to student satisfaction. Tangibility and reliability shows the highest positive correlation with student satisfaction. Finding suggests that Librarian should focus on the service quality factors tested in this research to improve the student satisfaction.

Measuring Relative Effectiveness of Service Quality Factors Affecting Quality of Higher Education in India

2021 ◽  
Vol 11 (2) ◽  
pp. 30-46
Author(s):  
Anshuman Kaler
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Dominant Role ◽  
Relative Effectiveness ◽  
Program Quality ◽  
Quality Factors ◽  
Factors Affecting ◽  
Input Quality ◽  
Quality Of Higher Education

The existing competitive environment in the education sector in India has forced higher education institutes to adopt ‘students as a customer' approach in educational delivery. The extant literature supports seven dimensions of service quality namely input quality, curriculum, academic facilities, industry interaction, interaction quality, support facilities, and nonacademic processes. The objective of the study was to measure the relative effectiveness of service quality factors as perceived by the Indian students. Focus group interviews were conducted with a group of technical and management students. Stratified judgmental sampling was used for the data collection. In the current study, it was observed that the factor of program quality plays a more dominant role than the factor of quality of life in determining the service quality in institutes of higher education. It is further observed that in the sub-dimension of program quality, the factor of curriculum and academic facilities are relatively more dominant than the factor of input quality.

Information Technology Audit Quality: An Investigation of the Impact of Individual and Organizational Factors

2020 ◽  
pp. 0000-0000
Author(s):  
M. Dale Stoel ◽  
Doug Havelka
Keyword(s):  
Information Technology ◽  
Audit Quality ◽  
Organizational Factors ◽  
Quality Factors ◽  
Factors Affecting ◽  
News Stories ◽  
Audit Planning ◽  
Additional Education ◽  
It Audit ◽  
The Impact

Major news stories demonstrate the importance and vulnerability of information technology (IT); highlighting the need to understand how to reduce risk. This study investigates the key factors affecting IT audit quality (ITAQ), focusing on individual auditor and organizational factors. We utilize multiple approaches to understand professionals' general perceptions of ITAQ and results from specific audits. Our results suggest that the importance of IT audit quality factors differs between participants' general perceptions and those reported for specific IT audit experiences. Participants' general perceptions indicated that the most important factors for ITAQ were auditors' knowledge and skills, specifically IT and business process knowledge. By comparison, actual audit experiences suggest organizational factors as more important, specifically audit planning and the auditor-client relationship. We believe these differences between general perceptions and reported results suggest a potential opportunity to improve ITAQ via additional education and upfront development of the audit teams and processes.

Is E-Learning a Pro-Active Response to, or Reaction to, Changes in Educational Policy and Patterns of Educational Demand?

2014 ◽  
pp. 253-267
Author(s):  
Allan M. Lawrence ◽  
Peter J. Short ◽  
Deborah Millar
Keyword(s):  
Higher Education ◽  
Educational Policy ◽  
Higher Education Institutions ◽  
Developed Countries ◽  
Quality Factors ◽  
Student Work ◽  
Factors Affecting ◽  
Educational Demand ◽  
E Learning ◽  
The Impact

This chapter reviews and investigates the models and acceptability of E-Learning to the emerging students markets for Higher Education Institutions (HEIs) from the More Developed Countries (MDCs) and seeks to evaluate the differing models of delivery from a practical and a socio-economic perspective. The research also investigates the impact of the shifts in population growth and the subsequent impact upon the levels of demand from students in Less Developed Countries (LDCs) for higher education. In addition, the logistical and quality factors affecting E-Learning are evaluated, looking at the aspects of academic rigour, plagiarism, and the methods of managing the originality and authenticity of student work. Similarly, the research looks at the viability of situations where the education provider may never physically meet the students through the exclusive use of VLEs, and the possible credibility issues that this may present to institutional and awarding body reputations.

International Students’ Satisfaction

2017 ◽  
Vol 4 (1) ◽  
pp. 44-59 ◽  
Author(s):  
Peter Asare-Nuamah
Keyword(s):  
International Students ◽  
Factors Affecting ◽  
Administrative Services ◽  
Course Content ◽  
Descriptive Research ◽  
High Satisfaction ◽  
Reading Materials ◽  
University Services ◽  
The University ◽  
Students Satisfaction

Studies have shown that students’ satisfaction is an important element that should be given much attention by educators in their policymaking. Students’ satisfaction has impact on retention and financial capacity of institutions. With the objective of assessing the factors affecting international students’ satisfaction, a descriptive research was carried out at Veer Narmad South Gujarat University. The sample size comprising 29 international students and structured questionnaire was administered for data collection. The results indicate that students have high satisfaction for library, contact with teachers, class size, course content, reading materials and administrative services of the University. The results also show that there is low satisfaction of students regarding majority of the university services. The study recommends the need for university authorities to pay particular attention to the factors that affect students’ satisfaction and tailor the university services to meet students’ needs and increase their satisfaction.

Psychometric Properties of the Coping Behavior Inventory Among Students of Arabic Universities

2018 ◽  
Vol 26 (1) ◽  
pp. 176-185
Author(s):  
Muayyad M. Ahmad ◽  
Abdulkarim Alzayyat ◽  
Ekhlas Al-Gamal
Keyword(s):  
Factor Analysis ◽  
Psychometric Properties ◽  
Goodness Of Fit ◽  
Coping Behavior ◽  
Sampling Technique ◽  
Total Sample ◽  
Fit Indices ◽  
Confirmatory Factor ◽  
Arab Students ◽  
The University

Purpose:To examine the psychometric properties of the Coping Behavior Inventory (CBI) among Arab students in Jordanian universities.Methods:A stratified random sampling technique was used to select the universities and classes from each university. The total sample size was 587 students recruited from seven universities during the academic year 2015. The structure of the CBI was analyzed by exploratory factor analysis (EFA) using Statistical Package for Social Science and confirmatory factor analysis (CFA) using AMOS software. EFA for the original CBI showed poor factors structure with low reliabilities.Results:EFA and CFA revealed the modified 15-item and 3-factor scale (Problem Solving, Avoidance, Stay Optimistic), with high goodness of fit indices and strong items loading.Conclusion:The use of the modified version of CBI with students at the university level is recommended.

Customer satisfaction and loyalty in Malaysian Islamic banks:a PAKSERV investigation

2015 ◽  
Vol 33 (1) ◽  
pp. 23-40 ◽  
Author(s):  
Muahmmad Kashif ◽  
Sharifah Suzana Wan Shukran ◽  
Mohsin Abdul Rehman ◽  
Syamsulang Sarifuddin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Cultural Context ◽  
Islamic Banking ◽  
Network Marketing ◽  
Content Type ◽  
Confirmatory Factor ◽  
The Impact ◽  
First Time ◽  
Customer Satisfaction And Loyalty

Purpose – The purpose of this paper is to examine the impact of PAKSERV measures on customer satisfaction and loyalty in the Malaysian Islamic banking context. Design/methodology/approach – The dimensionality of the PAKSERV scale is examined with confirmatory factor analysis. A survey approach is adopted to collect data from 300 Islamic banking customers in Kuching, Malaysia. Findings – Results reveal an excellent model fit for the PAKSERV scale in collectivist cultural context of Malaysia. All dimensions of PAKSERV are validated except reliability. The issue of non-validity of the reliability dimension in an Islamic banking context is explained by extant literature. Practical implications – Islamic banks are recommended to focus on all the PAKSERV scale dimensions to impart service quality. Given a collectivist cultural setting, a “network marketing” approach is recommended to maintain a desirable level of customer satisfaction and loyalty. Originality/value – The PAKSERV scale has been employed for the first time to investigate the service quality-loyalty path in a collectivist cultural context. The validity of the PAKSERV scale has been operationalized for the first time in a collectivist cultural context.

scholarly journals Quality in bank service encounters

2017 ◽  
Vol 34 (9) ◽  
pp. 1431-1450 ◽  
Author(s):  
Chrysi Alexiadou ◽  
Nikolaos Stylos ◽  
Andreas Andronikidis ◽  
Victoria Bellou ◽  
Chris A. Vassiliadis
Keyword(s):  
Service Quality ◽  
Current Knowledge ◽  
Service Encounters ◽  
Front Line ◽  
Content Type ◽  
Bank Branches ◽  
Measurement Models ◽  
Confirmatory Factor ◽  
Research Designs ◽  
Need To Evaluate

Purpose The purpose of this paper is to discuss the need to evaluate perception-based quality in service encounters. It sets out to diagnose potential mismatches in how customers and front-line employees perceive quality in high-involvement service settings, based on the premise that any initiative toward quality enhancement in service encounters is advisable only when employees and customers evaluate quality utilizing common perceptual structures. Design/methodology/approach The study utilizes invariance analysis. The survey involved 165 bank branches and 1,522 respondents (463 front-line employees and 1,059 customers) and operationalized the same set of questions for both groups of participants. Multisample confirmatory factor analysis tested a series of measurement models. Findings Results revealed equivalence for tangibles, responsiveness and assurance but also mismatches between customers and front-line employees perceptions of reliability and empathy. Practical implications Findings add to current knowledge of how both groups of participants evaluate quality in service encounters and are discussed with reference to managerial consequences for perception-based quality mismatches. Originality/value So far only a few studies have simultaneously examined front-line employees’ and customers’ perceptions of service quality in service encounters. Unlike previous research designs, this study addresses the critical aspect of potential mismatches in how customers and employees perceive service quality, and presents a methodological procedure to detect them.

scholarly journals FACTORS AFFECTING THE USE OF 4G SERVICES: THE CASE OF VIETNAM

2019 ◽  
pp. 61-74
Author(s):  
Binh Tran Duy ◽  
Tran Huu Ai
Keyword(s):  
Technology Adoption ◽  
Service Quality ◽  
High Speed ◽  
Perceived Value ◽  
Strong Relationship ◽  
Service Users ◽  
Factors Affecting ◽  
Value Perception ◽  
Actual Use ◽  
The Impact

4G services open the door for conversation and data communications by means of high-speed mobile connection. However, the actual use of the 4G speeds is still below expectations. Therefore, it is important to understand the interaction of factors involved in the adoption of this technology. Previous studies have shown that such variables as convenience, efficient service quality and variety of services, perceived value and price are important factors in the course of 4G technology adoption. In this study, the authors examine the impact of these factors on own sample of the 4G service users. Our research results demonstrate that: 1) price, convenience and varied services are important predictors of value perception; 2) there is a relationship between diversity of services and the sense of value mediated by convenience and 3) perceived value has a strong relationship with the intention to buy.

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