Abstract
Higher education service quality and performance in technical and vocational education and training (TVET) is critical for developing human capital for economic survival; however, the effects of service quality on organisational performance are still unclear. Furthermore, neglecting employee soft factors and ignoring higher education-specific models have hindered efforts to develop a comprehensive model for service quality excellence in order to improve higher education performance for organisations. This study aims to assess higher education service quality based on a modified higher education performance (modified HEdPERF) model, as well as consideration of the mediating effects of soft factors (i.e., job satisfaction and organisational commitment) in Malaysian polytechnic institutions. Based on random sampling, 214 department heads from 33 polytechnic institutes in Malaysia participated in this study. Data were collected through self-administered questionnaires and were analysed using AMOS. The results uncover that service quality significantly affects job satisfaction, thus positively affecting organisational commitment, which enhances organisational performance sustainability. The findings also reveal that job satisfaction fully mediates the relationship between service quality and organisational commitment. Similarly, organisational commitment fully mediates the relationship between job satisfaction and organisational performance sustainability. The results have important implications for enhancing organisational performance sustainability in a TVET context when implementing the modified HEdPERF service quality model with simultaneous attention paid towards employee soft factors.
Highlights
The Sustainable Development Goals (SDGs) 2016–2030 defined by the United NationsEducational, Scientific, and Cultural Organization (UNESCO) identified technical and vocational education and training (TVET) as a strategy for the development of sustainable societies and economies
This study found that job satisfaction fully mediated the relationship between service quality and organisational commitment, supporting Hypothesis 7 (H7)
This study indicates that, for any organisation that applies service quality to employees in producing their services and products, job satisfaction plays a key role in their service quality implementation style, which can, in turn, enhance organisational commitment
Summary
Educational, Scientific, and Cultural Organization (UNESCO) identified technical and vocational education and training (TVET) as a strategy for the development of sustainable societies and economies. The main strategies under the TVET agenda promote social mobility through access and equity, lifelong learning, and eradicating unemployment for sustainable development. Industrial Revolution (IR4.0), workers often lose their employment due to job redundancy and irrelevance, leading to a demand for TVET in order to support learning new skills and other necessary work-related education [1]. With the increasing demand from various industries for TVET for graduates, TVET institutions must continuously deliver quality education and training through providing excellent service quality [2], since such practice can drive high graduate employability (GE) and promote organisational performance [1]
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