scholarly journals Higher Education Service Quality for International Students: A Literature Review

2022 ◽  
Vol 12 (01) ◽  
pp. 1-9
Author(s):  
Jun Luo ◽  
Sarana Photchanachan
Keyword(s):  
Higher Education ◽  
International Students ◽  
Literature Review ◽  
Service Quality ◽  
Education Service

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.

Does higher education service quality effect student satisfaction, image and loyalty?

2016 ◽  
Vol 24 (1) ◽  
pp. 70-94 ◽  
Author(s):  
Faizan Ali ◽  
Yuan Zhou ◽  
Kashif Hussain ◽  
Pradeep Kumar Nair ◽  
Neethiahnanthan Ari Ragavan
Keyword(s):  
Higher Education ◽  
International Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
International Student ◽  
Public Universities ◽  
Content Type ◽  
Institutional Image ◽  
University Campuses ◽  
Education Service

Purpose – The purpose of this study is to investigate the effect of Malaysian public universities’ service quality on international student satisfaction, institutional image and loyalty. Design/methodology/approach – A total number of 400 questionnaires were distributed to international students, selected using convenience sampling technique, at three public Malaysian university campuses in Kuala Lumpur. Of this, 241 were deemed fit for analysis (60 per cent response rate). Partial Least Squares Structural Equation Modeling was used to analyze the collected data, assess the model and test hypotheses. Findings – The findings show that all the five dimensions of higher education service quality influence student satisfaction which in turn influences institutional image, and together, they influence student loyalty. Research limitations/implications – There are a number of limitations associated with this study. First, the findings of the study are based on data from international students at only three Malaysian public university campuses. Second, this study focuses on a relatively small sample of international students. Besides, this study uses HEdPERF to assess higher education service quality which might exclude some factors that may influence international student satisfaction. On the other hand, it highlights a number of implications for the management of Malaysian universities. Originality/value – This study validates the HEdPERF scale in the context of Malaysian public universities with regard to the perceptions of international students. Furthermore, this study extends the HEdPERF scale and examines its effects on student satisfaction, institutional image and loyalty.

Measuring Service Quality in The Context of Higher Education in Vietnam

2013 ◽  
pp. 77-90
Author(s):  
Yen Nguyen Thi Hoang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Exploratory Study ◽  
Measurement Scale ◽  
Education Service ◽  
The Subject

This paper focuses on the understanding of service quality in the context of Vietnamese universities. It proposes an approach for measuring the quality of the higher education service provided by universities in Vietnam. Firstly, an exploratory study was conducted. Then, the set of items which were generated became the subject of a questionnaire that was then administered to 675 students of a Vietnamese university to determine the dimensions of higher education service quality in this context. The obtained results permit us to appropriate a measurement scale which is slightly different from the SERVQUAL scale widely known as the standard for measuring service quality. The results also show that tangible elements, responsiveness and assurance seem to be three specific dimensions of the higher education service of Vietnamese universities.

Higher education service quality, student satisfaction and loyalty

2019 ◽  
Vol 27 (4) ◽  
pp. 427-445 ◽  
Author(s):  
Viraiyan Teeroovengadum ◽  
Robin Nunkoo ◽  
Christian Gronroos ◽  
T.J. Kamalanabhan ◽  
Ashley Keshwar Seebaluck
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Model ◽  
Perceived Value ◽  
Second Order ◽  
Equation Modeling ◽  
Content Type ◽  
Education Service ◽  
Order Factor

Purpose The purpose of this study is to validate the higher education service quality (HESQUAL) scale using a confirmatory approach and test an improved structural model that predicts student loyalty from image, perceived value, satisfaction and service quality. In addition to validating the HESQUAL scale using a confirmatory approach, two other main limitations in the extant literature are addressed. Design/methodology/approach The model is tested using data collected from 501 students enrolled in different higher education institutions in Mauritius. A two-stage approach to structural equation modeling is used whereby the measurement model is first tested using confirmatory factor analysis and followed by the assessment of the structural model. Findings Importantly, results indicate that student satisfaction is influenced by technical service quality, image and perceived value, but not by functional service quality. Both dimensions of service quality however are significant predictors of image and perceived value. The study uses a comprehensive measure of service quality and demonstrates that it is worthwhile to consider functional service quality as higher-order model and clearly distinguish between functional and technical quality, as both the technical and functional aspects play an important role in shaping students’ perceptions and behaviors. Originality/value First, in the existing literature, service quality has not been considered as a second-order factor model in structural models of student satisfaction and loyalty, thus lacking either precision or parsimony. Second, the transformative quality aspect of higher education has been largely neglected in previous research testing such predictive models. The model delineates service quality into the functional and transformative (technical) aspects and treats functional service quality as a second-order factor comprising nine sub-dimensions.

Quality Function Deployment in Higher Education

2014 ◽  
Vol 5 (1) ◽  
pp. 1-13 ◽  
Author(s):  
Tinu Agrawal ◽  
Jitendra Sharma
Keyword(s):  
Higher Education ◽  
Literature Review ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Quality Measurement ◽  
Service Operations ◽  
Quality Function ◽  
Quality Tool

Quality has always been a key concern for product and service operations. Decades have been spent in research for quality measurement and enhancement techniques. Various models have time and again been proposed by researchers around the globe. Inspite of the constant rigor in the study of this concept, very few tools devised and defined by researchers and academicians have been successfully put to practice. The underlying phenomena in service quality measurement are indeed complex to understand, interpret and measure. Through this paper the authors intend to present the developments of one such quality tool which has the ability to generate creative and novel solutions is Quality Function Deployment (QFD). This paper presents a detailed literature review on the topic and application of QFD in higher education. This literature review is based on publications and web sources.

scholarly journals Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

2020 ◽  
Vol 2 (1) ◽  
pp. 10-27
Author(s):  
Dewa Nyoman Benni Kusyana ◽  
Putu Atim Purwaningrat ◽  
Milla Permata Sunny
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Five Dimensions ◽  
Student Loyalty ◽  
Education Service

Quality of service plays an important role in the world of education, especially higher education, although there is still debate about the position of students as customers, but it is believed that the quality of service in higher education plays an important role in ensuring the survival of a university. The purpose of this study was to determine the effect of higher education service quality on the satisfaction and loyalty of FEBP UNHI students. The model of higher education service quality used in this study is HEdPERF which consists of five dimensions namely academic aspects, non-academic aspects, reputation, access, and program issues. The sample used was 119 students from management and accounting study programs with simple random sampling technique, and the analysis technique used was path analysis. The results obtained were (1) HEdPERF had a positive but not significant effect on student loyalty, (2) HEdPERF had a positive and significant effect on student satisfaction, (3) satisfaction had a positive and significant effect on student loyalty, and (4) satisfaction mediated the effect of HEdPERF on student loyalty.

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