University Service Quality Research Articles

Development of an Integrated Information System for Lecturer Performance Management

Lecturer performance evaluation continues to have issues that impede university goals. The purpose of this research is to develop an information system for evaluating lecturer performance (IS-LPA). The application was designed for three user groups: administrators, lecturers, and assessors. The application development utilizes the System Development Life Cycle (SDLC) model. The results of the feasibility test demonstrated an average score of 8.46, and the effectiveness test yielded an average achievement of 85.29%. This application has been shown to be feasible and effective for assessing lecturer performance in order to improve university management and service quality.

Examining Service Quality in Ghanaian Higher Education: A Comparative Analysis of Private and Public Universities

Little is known about how students perceive the quality of service provided by Ghanaian tertiary institutions and how this perception influences their enrolment choices. Using the Higher Education Quality (HiEdQUAL) model for service quality measurement, this study examined service quality across five key dimensions; teaching and course content, administrative services, academic facilities, campus infrastructure, and support services in Ghanaian private and public universities. A structured questionnaire based on HiEdQUAL model consisting of 27 items with five dimensions, measured on a five-point Likert-Scale was used to gather data. Out of the initial 2,266 sampled respondents surveyed from private and public universities, a total of 1,758 correctly completed questionnaires were returned. This gave a high response rate of 76.43%. The paired t-test results that examined the equality of means between students’ perceptions of service quality at private and public universities across five dimensions, helped to determine the presence of statistically significant differences in some areas. The results suggested that public universities may be making better use of their resources or benefitting from their large numbers of enrollment and state financial support. Given that the quality of service provided by both private and public universities in Ghana falls short of students’ expectations, the paper provides administrators with practical insights to improve service quality in Ghanaian universities and suggests the need for continuous quality improvement in institutions of higher learning in Ghana. Keywords: HiEdQUAL, Service Quality, Higher Education, Public Universities, Private Universities.

Service quality, teaching management and effectiveness in Chinese universities: Basis for a proposed continuous improvement plan

Service quality, teaching management and effectiveness in Chinese universities: Basis for a proposed continuous improvement plan

Total quality management, service quality, and teaching effectiveness in Chinese universities: Basis for continuous improvement plan

Total quality management, service quality, and teaching effectiveness in Chinese universities: Basis for continuous improvement plan

The impact of service quality on student retention: The mediating roles of student satisfaction and switching barriers in private universities

This research investigated the influence of university service quality, student satisfaction, and switching barriers on student retention within private higher educational institutions situated in Ho Chi Minh City, Vietnam. A total of 410 valid questionnaires were collected for analysis, with hypothesis testing conducted using partial least squares structural equation modeling (PLS-SEM). The findings indicate a positive relationship between service quality within Vietnamese higher education institutions and student satisfaction. Additionally, student satisfaction has a positive association with student retention and switching barriers. Furthermore, switching barriers exhibit a positive relationship with student retention. Mediation analyses revealed that student satisfaction mediates the link between service quality and student retention, while switching barriers mediate the relationship between student satisfaction and retention. These findings contribute to the extant literature by elucidating the dynamics of service quality, student satisfaction, switching barriers, and student retention within higher educational contexts, particularly in the realm of private universities. Notably, this study establishes empirical correlations among service quality, student satisfaction, and student retention. Noteworthy outcomes include revealing the positive impact of service quality on switching barriers and identifying the robust moderating effect of switching barriers on the relationship between student satisfaction and student retention. From a managerial perspective, the constructs and insights derived from this study offer valuable guidance to the management teams of private universities, facilitating a deeper understanding of the pivotal role played by service quality in influencing student satisfaction and retention. Consequently, these insights can inform the strategic direction of private educational institutions in Vietnam.

지방대학교육서비스품질이 대학적응과 진로결정자기효능감에 미치는 영향

The purpose of this study is to empirically verify the relationship between the effect of local university education service quality on university adjustment and career decision self-efficacy. Based on previous studies, the factors of faculty, educational facilities, educational programs, and administrative support were classified to measure the quality of university education services, and university adaptation and career decision self-efficacy were divided into single items to verify the influence relationship of each. As a result of the test, 280 college students of H University, Gangwon-do, confirmed the positive (+) effect of educational programs and administrative support, which are subfactors of university education service quality, on university adaptation, and revealed that university adaptation had a positive (+) effect on career decision self-efficacy. The significance of this study is to suggest a viable strategy for university education service quality that is conducive to university adaptation and the achievement of students' desired career goals.

The outcomes of students’ citizenship behaviors in higher education: a transformative service research (TSR) perspective

ABSTRACT Universities face a lot of challenges, such as increased competition and budget cuts. To overcome these challenges, universities need to consider the role of students as key stakeholders in the value co-creation process. Guided by the Transformative Service Research (TSR), this study explores the individual and institutional outcomes of students’ citizenship behaviors in a higher education context. Drawing on a sample of 343 students and using structural equation modeling, the results show that students’ citizenship behaviors have positive outcomes for both students and universities: they positively affect students’ psychological well-being and university brand image. Furthermore, the study indicates that university service quality mediates the relationship between students’ citizenship behaviors and students’ psychological well-being as well as the relationship between students’ citizenship behaviors and university brand image. The findings of this study have implications for the decision-makers who wish to build a strong brand image and offer superior service quality.

Research on the Current Situation and Enhancement Strategies of Employability of General College Graduates

With the number of Chinese graduates increasing year by year, graduates of Chinese general colleges and universities are facing a variety of employment problems, including the problem of reduced employment opportunities brought by the decline of the future birth population, the problem of lagging behind in the development of the employment service system of colleges and universities and the problem of structural unemployment of college and university graduates. The author analyzes the influencing factors through the higher education institutions and graduates as the main body, and on the basis of the Career-EDGE competency model, partially amends and defines it, adds the analysis of the influencing factors of the employment competency school, and puts forward the paths and methods of reforming and perfecting the existing employment service system according to the different influencing factors in a targeted way, to help improve the quality of employment services in local colleges and universities, and then hopes to be able to promote the improvement of graduation ability of college students in local colleges and universities.

The effects of commitment and trust on the relationship between service quality and university brand loyalty in time of crisis

ABSTRACT Existing literature on university brand loyalty (UBL) has less focused on a marketing-oriented perspective, or relationship marketing, and its impact on testing UBL. The aim of this study is to identity the roles and impacts of trust and commitment, which are main factors that create a relationship, in the relationship between university service quality, student satisfaction (SAT), and UBL and discuss its implications for university approaches of the marketing-oriented perspective. A self-report study was conducted with a total sample of 301 undergraduate students from four universities in the USA. PLS-SEM and path analysis were employed to test each hypothetical relationship. This study identified that trust and commitment play important roles as mediators in the relationship between SAT and UBL. Therefore, the findings support contributions of this study by offering implications that universities need to focus on building and maintaining the quality of relationship with students.

The assessment of service quality effect in higher education sector on satisfaction, suggestion, and behavioral intention of university students: The case of Turkey

The number of enterprises in the service sector is increasing with the time and the market for service sector is expanding. Universities as higher education institutions were affected by these developments in the service sector and have included providing quality service to their internal and external stakeholders as their top priority. Providing quality service in a university affects the satisfaction of students, who are among the most important stakeholders, their intention to suggest university to potential students and to visit after graduation. Hedperf scale was used to measure the service quality at universities and various institutions in different countries. The construct validity of the Hedperf scale was investigated according to the student perceptions at a university in Turkey and it was found with exploratory factor analysis (EFA) that service quality dimensions were classified into four dimensions - academic, non-academic, reputation, and access. Among these dimensions, the effect of academic, reputation and access dimensions on satisfaction, suggestion, and behavioral intention for visiting after graduation was determined, while the effect of non-academic dimension was not determined. Service quality dimensions explain approximately 31% of the variability in overall satisfaction. Access affects satisfaction at the level of β = .322, which is more than other dimensions. It was determined that the service quality dimensions explained 17% of the behavioral intention to “visit the university after graduation” and the effect of access (β = .264) among these dimensions was higher than the other dimensions. University service quality dimensions explain 23% of the intention for “suggest the university to potential students”, and it was determined that the reputation dimension has the strongest effect (β = .367). The research explores the link between service quality and satisfaction, suggestion, behavioral intention and determines the construct validity of the scale developed in a foreign culture.
 Received: 22 March 2022Accepted: 16 January 2023

Service Quality in Higher Education Based on Students’ Perspectives

This study investigated quality service delivery in higher education based on students' perspectives. The study aimed to determine whether students' expectations of service quality in higher education significantly differed from what they experienced and whether their experience of service quality predicted their satisfaction and loyalty. Four hundred and twenty first-year students were sampled from two public universities to participate in the study. The data gathering instrument used in the study was the students' evaluation of service quality questionnaire. Analysis was done using descriptive statistics and structural equation modeling techniques. Results showed that the average mean score of prior expectations of university service quality was significantly higher than the average mean score of experience, suggesting that what students expected of university service quality was higher than what they experienced. The results also indicated that students' experiences of service quality had a significant direct effect on their satisfaction levels. Students' levels of satisfaction in turn significantly and positively predicted their loyalty. The results further indicated that students' service quality experience had an indirect (mediated by satisfaction) significant and positive effect on loyalty. Higher education authorities are encouraged to improve service quality, which is a critical way to enhance students' satisfaction and, for that matter, their loyalty and stay intentions.

The effect of quality culture on service quality of public and private Universities: A comparative analysis.

This study aims to differentiate between perceived quality culture (QC) and service quality (SQ) in public and private universities; and to examine the effect of QC on SQ in both types of universities, individually and collectively. This is a quantitative study in which data are collected from administrative and quality managers of randomly selected universities in Pakistan through face-to-face and online surveys. Of the 150 questionnaires distributed, a total of 111 questionnaires are received, of which 105 are valid, giving a response rate of 70%. The collected data are then analyzed by descriptive and causal research methods using SPSS-25 and PLS-SEM. The findings reveal significant differences in perceived QC and SQ between public and private universities; however, public universities scored higher on both variables than private universities. Furthermore, the results show the significant effect of QC on SQ individually and collectively in public and private universities; however, this relationship is stronger for private universities than for public universities. The findings of the study may help administrative and quality managers to improve SQ by cultivating QC in their respective universities, thereby improving organizational performance. This study extends theoretical knowledge by introducing QC as a predictor variable and then measuring SQ from a dual perspective (internal and external customers) in a university setting, which is less explored in the existing literature.

대학교육 서비스품질이 학과충성도와 진로준비행동에 미치는 영향 : 항공서비스 관련학과 대학생을 대상으로

대학교육 서비스품질이 학과충성도와 진로준비행동에 미치는 영향 : 항공서비스 관련학과 대학생을 대상으로

Multidimensional scale development and validation: university service quality (UNIQUAL)

PurposeThis study aims to develop an assessment scale for university service quality (university SQ) and examine University Service Quality assessment model (UNIQUAL) of higher education during the pandemic.Design/methodology/approachTwo studies applied a mixed-method design to develop and validate the UNIQUAL scale. In-depth interviews and literature reviews were conducted to refine the initial dimensions and items of UNIQUAL in Study 1. Item analysis, EFA and CFA were then conducted to purify item refinement, scale refinement, purification and validation in Study 2. Finally, a confirmed UNIQUAL model was analyzed via partial least squares structural equation modeling (PLS-SEM) using Smart-PLS 4.0.FindingsThe research confirms the four-factor structure of UNIQUAL, with a total of 16 items, to be a valid and reliable scale for the assessment of the service quality (SQ) of universities. Having adopted the bias-corrected and accelerated (BCa) bootstrap approach to study 5,000 subsamples from 27 countries, the authors found “responsiveness” and “empathy” to be significantly associated and have positive relationships with students' satisfaction with university SQ. Furthermore, university SQ and satisfaction were mediated by “health and safety” concerns.Practical implicationsThe newly developed UNIQUAL scale would be of value to educators and authorities of higher education to assess the SQ of their universities to enhance the effectiveness of student learning. The improvement in satisfaction with higher education's SQ ultimately helps in retaining both international and local students amidst concerns about traveling and studying during the pandemic.Social implicationsCOVID-19 has affected the private and public sectors worldwide. Millions of students have been affected by schools being shut down and substituted with distance-learning programs. Thus, the assessment of the quality of university services has become an important support mechanism for retaining the sustainability of higher education.Originality/valueThe UNIQUAL scale provides a conceptual model and validates an assessment tool. The research hypotheses confirm the relationship between university SQ and satisfaction from the perspective of international students.

Android Based E-Perpus Application to Improve the Quality of Services in Universities

The development of the world of technology every year always increases and makes it easier to do anything in their respective fields. Libraries today must adopt technology this time, namely digital technology. A digital library is an electronic library whose information can be stored and retrieved through digital formats. Digital libraries include a group of interconnected workstations connected to a high-speed network. Previous research has developed a library system with non-conventional data processing and easy service for all library members. Based on the above background, the purpose of this research is to create an Android-Based E-Library Application to Improve Service Quality and Support Distance Learning in Higher Education. Place The object of this research is STMIK Pringsewu. The methodology in this study uses qualitative methods. In terms of data collection, there are several types of data collection methods in qualitative research, namely observation, visual analysis, literature review, and interviews. The results of the research are that the downloaded file is a file with a PDF extension, and the downloaded file is complete according to the books that have been registered in the General and System Categories, which have been tested and functioned properly. Suggestions for further research can be integrated with the Higher Education academic administration system and the need for the role of Lecturers to guide, supervise, and invite students to always be independent and patient in learning so that the knowledge gained can be well received.

Perpustakaan Sebagai Pilar Merdeka Belajar-Kampus Merdeka: Telaah Kepuasan Pengguna Perpustakaan Perguruan Tinggi Dengan Structural Equation Modelling

<p>This study examines the impact of university library performance, service quality, and leadership support on user satisfaction at the Muhammadiyah University of North Sumatra. This study employs a sample of 380 students from nine faculties with data analysis techniques using SmartPLS. The study results prove that library performance, service quality, and leadership support significantly influence library user satisfaction. Service quality is an essential predictor of library user satisfaction. The leadership support becomes a quasi-moderation that strengthens library performance, service quality, and library user satisfaction. Consequently, users are satisfied with the services provided by the UMSU library and will help decision-makers to provide more support for library management in the future. The authenticity of this study provides knowledge about UMSU library's strategies in comprehensively using library performance indicators and service quality to increase user satisfaction and support the implementation of MBKM.</p>

The role of self-service technology and graduates’ perceived job performance in assessing university service quality

PurposeThis paper aims to investigate how graduates’ perceptions of self-service technology and perceived job performance can be used to assess university service quality. Also, this study examines the mediating role of perceived job performance on the effect of university service quality on graduates’ satisfaction and loyalty.Design/methodology/approachA quantitative methodology was adopted where university graduates’ perceptions of self-service technology and job performance were used to assess the level of the university’s service quality. Through a cross-sectional survey, data were collected from 280 university graduates employed in Chinhoyi town, Zimbabwe, during the period between August and December 2021.FindingsThis study’s findings indicate that self-service technology influences university service quality which in turn impacts on graduates’ perceived job performance, satisfaction and loyalty. Graduates' perceived job performance was also found to partially mediate the effect of university service quality on satisfaction and loyalty among graduates.Research limitations/implicationsThis study’s results are instrumental to enable university’s management in developing economies to adopt and improve self-service technologies as this enhances university service quality and graduates’ perceived job performance, satisfaction and loyalty.Originality/valueThis paper provides new insights, that is, the incorporation of graduates’ perceptions of self-service technology and job performance in assessing the university’s service quality. This research further clarifies the function of graduates’ perceived job performance in mediating the effect of university service quality on graduate satisfaction and loyalty. This study further adds to our understanding of tools, criteria and methods for assuring university service quality.

Understanding the Effect of University Service Quality on Student Loyalty to Online Learning Adoption in the Light of COVID-19 Pandemic

Understanding the Effect of University Service Quality on Student Loyalty to Online Learning Adoption in the Light of COVID-19 Pandemic

Understanding the Effect of University Service Quality on Student Loyalty to Online Learning Adoption in the Light of COVID-19 Pandemic

Understanding the Effect of University Service Quality on Student Loyalty to Online Learning Adoption in the Light of COVID-19 Pandemic

University Service Quality Factors and Student Priorities

University Service Quality Factors and Student Priorities