scholarly journals Impact of Service Quality on Malaysian Polytechnic Sustainability Using Modified HEdPERF Model: An Empirical Study

2021 ◽  
Vol 7 (2) ◽  
pp. 159-163
Author(s):  
Khairul Anuar Bin Mohd Ali ◽  
Sulaiman Bin Mohammed Khalid ◽  
Zafir Khan Bin Mohamed Makhbul
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
High Performance ◽  
Critical Factor ◽  
Specific Model ◽  
Academic Departments ◽  
Organisational Performance ◽  
Quality Model ◽  
Education Performance

Current literature in higher education service quality and organisational performance depicts that adequate application of modified HEdPERF (Higher Education PERFormance) in the organisation daily operation will generate high performance activities that subsequently will increase organisation performance. Although many previous investigations have studied the association between service quality and organisation performance in higher education, the role of modified HEdPERF education specific model as a critical factor for improving organisation performance among managers has been poorly discussed. The goal of this work is to assess the effect of modified HEdPERF service quality model and organisation performance relationship among heads of department of Malaysian polytechnics. This study employed random sampling method through self-administered questionnaires collected from 192 Heads of Department covering academic and non-academic departments within Malaysian polytechnics. The results have shown that programme issues, academic aspects and access are significant antecedents for organisational performance at Malaysian polytechnics. Conversely, non-academic and physical facilities were not able to improve organisational performance. The study outcomes confirm the ability of organisation to correctly execute modified HEdPERF which covers programme issue, academic aspects and access in daily operations as important measure to improve the performance of the organisation.

scholarly journals SAIS Service Quality and Student’s Satisfaction Towards the Implementation of Student Activity Information System (SAIS): The Moderating Role of SAIS Service Convenience

2019 ◽  
Vol 11 (1) ◽  
pp. 155-164
Author(s):  
Norshima Humaidi ◽  
Melissa Shahrom ◽  
Muhamad Sukor Jaafar ◽  
Siti Halijjah Shariff
Keyword(s):  
Higher Education ◽  
Information System ◽  
Service Quality ◽  
Higher Order ◽  
Quality Model ◽  
Student Activity ◽  
Service Convenience ◽  
Order Factor ◽  
The Relationship ◽  
Activity Information

Abstract Student Activity Information System (SAIS) was developed with the aims to efficiently record the applications of student’s activity at the Faculty of Business and Management (FBM), Universiti Teknologi MARA (UiTM) Selangor, Malaysia and to assist the administrator to manage the students’ activities effectively. By using different e-service quality dimensions, this study proposed a higher order factor of SAIS Service Quality with an attempt to determine a moderating effect of SAIS Service Convenience between the relationship of SAIS Service Quality and Student’s Satisfaction. Quantitative data was gathered from 94 SAIS users and the data were analyzed by using SmartPLS 3.0. The analysis result showed that SAIS Service Quality and SAIS Service Convenience were positively influenced the student’s satisfaction. Moreover, the result also revealed that the higher order factor of SAIS Service Convenience was not to moderate the relationship between the SAIS Service Quality and Student’s Satisfaction. From the Higher Education (HE) perspective, this study provides an empirical validation of the Information System Service Quality Model particularly in the context of SAIS. Hence, the improvement of the e-service quality is essential for future enhancement of existing information systems in the higher education institutions.

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.

scholarly journals Effect of service quality and motivation on the consumption behavior of students in the academic services

2021 ◽  
Vol 10 (1) ◽  
pp. 86
Author(s):  
Kuswanto Kuswanto ◽  
Irzal Anderson
Keyword(s):  
Higher Education ◽  
Consumer Behavior ◽  
Service Quality ◽  
Structural Equation ◽  
Economic Education ◽  
Equation Modeling ◽  
Consumption Behavior ◽  
Education Performance ◽  
Academic Services

This study aimed to determine the effect of service quality and motivation to the consumption behavior of students in utilizing academic services. This research involved 87 students of Economic Education Study Program in University of Jambi, Indonesia. The data were analyzed using structural equation modeling with partial least squares technique (SEM-PLS). Student consumption behavior is an illustration of the level of satisfaction in utilizing academic services provided by universities. Satisfaction with academic services is a measure of the success of higher education performance in providing education. A good indicator of consumer behavior variables, namely making the University of Jambi academic services the best choice and choosing them as institutions of higher education to meet learning needs on an ongoing basis. The quality of academic services is shown by indicators of the reliability of officers in providing academic services, accuracy in the delivery of information, responsiveness in responding to complaints and student requests and harmonization of service relationships between officers and students. While consumption motivation is indicated by an indicator of trust in the services consumed it will facilitate the completion of academic affairs and the existence of attractive offers from higher education institutions. The quality of academic services has a significant effect on consumer behavior of students. Moreover, the consumption motivation variable is proven to be a significant mediator on the effect of service quality on student’s consumption behavior.

The link between perceived high-performance work practices, employee attitudes and service quality

2018 ◽  
Vol 40 (5) ◽  
pp. 801-821 ◽  
Author(s):  
Panagiotis V. Kloutsiniotis ◽  
Dimitrios M. Mihail
Keyword(s):  
Service Quality ◽  
High Performance ◽  
Banking Sector ◽  
Employee Attitudes ◽  
Equation Modeling ◽  
Employee Outcomes ◽  
Content Type ◽  
The Relationship ◽  
Moderating Role

PurposeThe purpose of this paper is to focus on the Greek banking sector and examine the indirect effects of high-performance work systems (HPWS) on service quality. Specifically, this study examines the effects of employees’ perceptions of HPWS on their trust toward their managers, as well as on service quality, through the mediating role of employee outcomes (measured by job satisfaction and affective commitment). In addition, trust is also tested for its role as a potential mediator and moderator in the relationship between HPWS and employee outcomes.Design/methodology/approachPartial least squares structural equation modeling was used on a sample of 350 front-line employees working in the Greek banking sector.FindingsThe findings showed that employee outcomes mediated the relationship between HPWS and service quality. On the other hand, although trust mediated the relationship between HPWS and employee outcomes, no support was found for its moderating effect. Finally, although not included in the initial analysis, trust was found to play a mediating and moderating role in the relationship between HPWS and service quality.Practical implicationsThis study highlights the vital role that a “trusting” work environment has to play on employee attitudes and outcomes. As this study shows, the positive employee behaviors along with their willingness to accept and support organizational goals influence their level of productivity.Originality/valueThis study sheds lights on the mediating and moderating role of trust in the relationship between HPWS, employee outcomes, and service quality. Finally, implications are drawn for organizations, managers, and practitioners.

scholarly journals PENGUKURAN KUALITAS LAYANAN DENGAN HIGHER EDUCATION PERFORMANCE (HEdPERF) DAN HIGHER EDUCATION SERVICE QUALITY (HiEdQUAL)

2017 ◽  
Vol 1 (1) ◽  
pp. 25
Author(s):  
Ika Widya Ardhyani ◽  
Moses Laksono Singgih
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Cluster Sampling ◽  
Education Service ◽  
Education Performance ◽  
Item Item

Kualitas layanan merupakan kunci sukses dalam pemasaran dan bisnis strategi. Peningkatan kualitas layanan terhadap perguruan tinggi merupakan hal yang perlu mendapatkan prioritas, karena kualitas layanan berhubungan erat dengan peningkatan keuntungan kompetitif. UMAHA merupakan universitas swasta di Sidoarjo. Sejak didirikan tahun 1998 hingga 2015 animo masyarakat terhadap UMAHA terus mengalami peningkatan hal ini ditunjukkan dengan semakin meningkatnya jumlah mahasiswa yang mendaftar. Namun disisi lain masih terjadi keluhan-keluhan terhadap pelayanan akademik. Berdasarkan hal tersebut, maka pengukuran kualitas layanan pendidikan yang akurat sangat penting dilakukan untuk mendapatkan gambaran yang lebih baik dan menjadi pedoman dalam melakukan suatu perbaikan. Item-item dalam penelitian ini diadaptasi dari instrumen HEdPERF dan HiEdQUAL. Pengukuran kualitas layanan dalam penelitian ini akan dilakukan dengan responden dosen, staf administrasi dan mahasiswa sebagai pelanggan perguruan tinggi. Kuesioner digunakan untuk memperoleh data, berupa harapan dan persepsi. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah cluster sampling. Data yang diperoleh dianalisis dengan menggunakan uji validitas dan uji reliabilitas. Kualitas layanan akan di ukur dengan menggunakan model diskonfirmasi SERVQUAL, yang mendefinisikan kualitas dalam hal perbedaan yang muncul antara harapan pelanggan dan persepsi layanan yang sebenarnya. Hasil perhitungan skor SERVQUAL untuk ketiga responden, menunjukkan masing-masing item belum dapat memenuhi harapan pelanggan. Hal ini ditunjukkan dengan hasil perhitungan semua item yang bernilai negatif.

Antecedents of Student Satisfaction: The Role of Student Perceived Service Quality

2021 ◽  
Vol 7 (2) ◽  
pp. 216
Author(s):  
Peter Sin Howe Tan ◽  
Yuen Onn Choong ◽  
I-Chi Chen
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Private Universities ◽  
Past Experience ◽  
The Body ◽  
Reliable Information ◽  
Perceived Service Quality

There is a lack of attention from past studies on the role of antecedents in the private higher education in Malaysia. Thus, this paper aim to examine the roles of reliable information and past experience on student’s perceived service quality and satisfaction among the undergraduate students of private universities in Malaysia. A self-administered questionnaire was adopted and collected 388 valid data from the 9 private universities in Malaysia. The SERVPERF instrument was adopted to evaluate the perceived service quality among the undergraduate students. The PLS-SEM was applied to analyze the students’ responses in determining the role of antecedents in improving student satisfaction by providing quality tertiary education in the private universities. The findings depicted that reliable information is significantly related with student perceived service quality. However, there is no relationships between past experience and student perceived service quality. Student perceived service quality is found significantly related to student satisfaction. This paper provides a valuable contribution in the body of knowledge of the antecedent and consequence of perceived service quality. The findings of the study help the management of the universities to improve the student satisfaction through the focus on the role of antecedents, particularly reliable information. Several implications are offered which would benefits Malaysia private universities and Ministry of Higher Education.

What's in a title? The developing role of an artist-critic in the university

2019 ◽  
Vol 8 (3) ◽  
pp. 179-185
Author(s):  
G. James Daichendt
Keyword(s):  
Higher Education ◽  
Academic Departments ◽  
Art World ◽  
Dual Roles ◽  
Administrative Positions ◽  
The Arts ◽  
Institutional Expectations ◽  
Studio Arts ◽  
The University

Abstract Arts professionals within higher education struggle with identity. Dual roles across departments, the changing role of the arts professor and non-traditional positions have challenged the notion of the studio arts instructor and whether institutional expectations are the best way to think about the future of the arts in higher education. As a veteran arts professor, dean, art historian, art critic and artist ‐ my role is not as straightforward as I originally thought it might be as an undergrad studio art major. Through a series of significant streams in my education and personal life, including successes and failures in the academic and professional art world ‐ a new identity emerged that is not represented in search profiles, academic departments or administrative positions.

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