Service Quality Perceptions Of Students Research Articles

BS-QUAL: Measuring student perceptions of service quality in business schools, an exploratory study

AbstractThe number of Business Schools (BS) and their market share had increased in the last decades. Positioning strategy of BS is crucial in today’s competitive and changing environments. Thus, paying attention to student’s satisfaction and the factors, which motivate their selection, are relevant for service quality assurance in BS. This paper designs a scale to measure these perceptions as a useful tool for BS managers in the pursuit of excellence. Using a mixed analysis methodology, the most prominent dimensions detected in the literature were validated by BS managers and later by BS graduates. Internal and external dimensions compose the resulting scale, named BS-QUAL. The internal dimensions are related to Academic staff, Services, Facilities, and Sustainability while the external factors are related to Preparation for the future, Internationalization and Notoriety. BS-QUAL could be useful for the top management of BS to develop strategies that minimize the distance between student expectations and service provided.

Defining Service Quality Attributes at Different Levels of Operation in Higher Education Institutions: How Could the Service Quality Perceptions of Students Contribute to a Better Understanding of Improvement Directions?

Abstract The service quality literature focusing on higher education has been expanding rapidly parallel with the increasing marketization of the sector which poses new challenges against institutional improvement efforts and the applied management toolkit. The primary objective of our paper is to demonstrate the results of a surveying carried out in the Hungarian higher education system. The participating students evaluated the importance of quality attributes that were previously defined at the programme and the institution levels of operation and also rated the performance they had experienced along the same attributes. Both the quantitative and the qualitative results demonstrate that the student perceptions about the institutional image primarily stem from their service quality perceptions gained at the programme level defining the total student experience. Therefore, the institutional actions aiming service quality improvements should incorporate the programme level experiences of students both for enhancing total student satisfaction and institutional reputation.

Assessing the relationship between service quality, satisfaction and loyalty: the Vietnamese higher education experience

PurposeService quality has been widely recognized as the core value of any higher education institution (HEIs), especially in the context of higher education reform in Vietnam. The paper aims to assess the student’s perceived service quality using SERVPERF scale and to find the relations between perceived service quality, satisfaction and loyalty in one public university in Vietnam.Design/methodology/approachThe self-structured questionnaire using SERVPERF scale was administered to 350 students currently attending full-time courses at the university. Confirmatory factor analysis was used to certify the elementary factors. The regression models were applied to determine the relationship between service quality, student satisfaction and student loyalty.FindingsThe findings revealed the significant relationships between student perceived service quality with satisfaction and loyalty. However, this relationship is mediated by student satisfaction.Research limitations/implicationsThe study is limited to public university education service and examined the perspective of student as “primary customer”; therefore, generalizing the results to other service industries and other role of student as stakeholder or citizen should be used with caution.Practical implicationsThe SERVPERF scale could be delivered regularly to get the student’s perception on the HEIs performance. The results should be taken for purpose of continuing quality improvement to enhance the satisfaction and loyalty, particularly in the context of highly competitive environment and university autonomous in Vietnam.Originality/valueThis is believed to be the first study in Vietnam with sufficient evidence to support the concept that service quality positively related to students’ satisfaction and loyalty and satisfaction as mediating factor.

Evaluation of Student-Perceived Service Quality in Higher Education for Sustainable Development: A Fuzzy TODIM-ERA Method

Evaluating and prioritizing the service quality of higher education is an essential issue for the successful implementation of Education for Sustainable Development (ESD). This study investigates an evaluation framework to assess the performances of higher education institutes (HEIs) within the context of ESD based on student-perceived service quality. First, a conceptual model of the evaluation indicator system is explored by embedding sustainability-related indicators into the fuzzy SERVQUAL scale. Then, the evaluation of student-perceived service quality can be thought of as a problem of multicriteria decision-making (MCDM) that involves uncertainty and bounded rationality. Thus, an evaluation technique called hybrid fuzzy TODIM-ERA is proposed to address such evaluation problems by synthesizing the theoretical strengths of the intuitionistic fuzzy set theory, the evidential reasoning algorithm (ERA), and the TODIM (an acronym in Portuguese for interactive and multicriteria decision-making). Finally, a case study of five Chinese HEIs in maritime transportation is used to demonstrate the effectiveness and robustness of the proposed framework. Results provide the ranking order of all the alternative HEIs and the improvement strategies of each HEI for student-perceived service quality dimensions.

Impact of student perceived service quality and faculty transformational leadership on student satisfaction and student motivation: an empirical study

Impact of student perceived service quality and faculty transformational leadership on student satisfaction and student motivation: an empirical study

Students Perceptions of Service Quality and Promotion of Interest in Using Wadiah Contract in Islamic Banks

Users of wadiah savings accounts are more desirable in Islamic banks, this can be seen from the amount of wadiah savings in the financing data and third party funds of Islamic commercial banks in Islamic Banking Statistics 2020. The increase in users of wadiah savings accounts occupies 1.2% compared to mudharabah savings. The purpose of this study was to determine student perceptions of service quality and promotion of interest in using wadiah contracts in Islamic banks. This analysis uses service quality and promotion as independent variables. The dependent variable is interest. The sample of this research is students who have savings at Bank Syariah Mandri, Bank Negara Indonesia Syariah and Bank Rakyat Indonesia Syariah. Collecting data using a questionnaire that was distributed directly as many as 100 questionnaires. The method used in this research is multiple linear regression analysis, with hypothesis testing t test and f test. The results of this study indicate that service quality has a significant positive effect on interest, while promotion has a positive but not significant effect on interest. For service quality and promotion together have a significant positive effect on interest. The results of this study in the future contribute to the increase in Islamic bank customers through the use of wadiah contracts by improving the quality of services they have and increasing the promotions created.

Antecedents of Student Satisfaction: The Role of Student 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.

The effect of service quality on behavioural intention: the mediating role of student satisfaction and switching barriers in private universities

PurposeThe aim of this paper is to explore the relationship between perception of service quality, student satisfaction, switching barriers on behavioural intentions among private higher education institutions (HEIs) with self-accreditation status in Malaysia.Design/methodology/approachA total of 388 valid questionnaires were collected via a self-administered questionnaire from the undergraduate students of private HEIs with self-accreditation status in Malaysia. PLS-SEM has been employed for hypotheses testing.FindingsThe results show that student perceived service quality is positively influence student satisfaction and student behavioural intentions, particularly the positive word-of-mouth (WOM). The relationship of student perceived service quality and student behavioural intentions is fully mediated by student satisfaction. However, there is no mediating effect found for the switching barriers on the relationship between student satisfaction and behavioural intentions.Research limitations/implicationsThis study's findings are only generalizable to the private HEI with self-accreditation status in Malaysia. The paper contributes to the body of knowledge in the areas of service quality, satisfaction, switching barriers and behavioural intentions. These findings provide valuable insight to the private universities management and policymakers to improve existing policies and practices in order to formulate effective strategies to attract potential new students and retain the existing students through the delivery of high-quality services.Originality/valueThis study's findings have reconfirmed that the causal relationship of perceived service quality-satisfaction-behavioural intentions model. Switching barriers has treated as the mediator which received less attention in the context of private higher education sector. Thus, this study broadens the exiting body of knowledge and advances the understanding of how switching barriers play a crucial role by influencing students' behavioural intention, particular WOM.

A look at university student service quality and satisfaction

Purpose The purpose of this study is to investigate university students’ perception of service quality and satisfaction in a developing country to guide quality improvement. Design/methodology/approach The study uses a quantitative survey design. A new instrument has been developed to measure student perceived service quality. Data was collected from 182 undergraduate students enrolled in a five-year BEd course at the one University of Education in Myanmar. Findings A significant gender difference was found only in one of the service quality dimensions, hostel facilities. There was a significant difference in student satisfaction in the year of study. Apart from cafeteria and hostel facilities, students’ perceived-level of service quality was significantly different. All service quality dimensions were significantly correlated with student satisfaction. Significant relationships were found among intention to leave the university, trust in management and overall satisfaction with the university. Research limitations/implications This study uses data collected from undergraduate students studying at the one University of Education in Myanmar. Practical implications The study adds on to the service quality literature on higher education in developing countries, specifically in Myanmar. The students’ perceived service quality dimensions resulting from this study can be applied by universities to evaluate their performance. Originality/value The research findings presented in this paper fill the gap in the existing literature by providing empirical knowledge on service quality measurement and student satisfaction in the higher education context. The study is among the first studies of students’ perception of service quality and satisfaction in Myanmar.

Influence of student-perceived service quality on sustainability practices of university and student satisfaction

Purpose The past decade has seen a proliferation of research on service quality in education. However, little attempt has been made to understand the impact of student perceived service quality on sustainability practices of the university or the effect of such practices on student satisfaction. To bridge this gap, this paper aims to propose a conceptual framework to examine the relationships between service quality, sustainable practices and student satisfaction from the perspective of students. Design/methodology/approach A quantitative methodology was employed, and data were collected through an online structured questionnaire. Responses were gathered from undergraduate students (n = 419) studying in four colleges affiliated to a university in Delhi, India. Exploratory and confirmatory factor analyses were used to validate the instruments. Structural equation modelling was used to examine the associations between the constructs. Findings The research revealed that student perceived service quality in education has a significant effect on their perception of sustainable practices of the university and student satisfaction. Further, sustainable practices predict student satisfaction. Research limitations/implications The findings may guide the key decision-makers in the education industry to incorporate service quality and sustainable practices in their strategy and thereby enhance student satisfaction. Originality/value This research is the first of its kind to examine the impact of service quality as perceived by students on the perception of sustainability practices of the university. Further, it empirically tests the effect of perceived sustainability practices on student satisfaction.

The effect of service quality perceptions of students which receive education at undergraduate level on satisfaction level

Amac- Bu calismada bir devlet universitesi bunyesindeki meslek yuksekokulunda ogrenim goren ogrencilerin sunulan hizmet kalitesini degerlendirmeleri istenmis ve hizmet kalitesine iliskin algilarinin ogrenci memnuniyetleri uzerindeki etkisinin olculmesi amaclanmistir. Ayrica ogrencilerin demografik ozelliklerine (cinsiyet, yas, ogrenim gordukleri bolum gibi) bagli olarak hizmet kalitesine ve memnuniyet duzeylerine iliskin algilarinda bir farkliligin olup olmadigi belirlenmek istenmistir. Yontem- Calismanin verileri Kahramanmaras Sutcu Imam Universitesi’ne bagli Turkoglu Meslek Yuksekokulu ogrencilerinden anket teknigi ile elde edilmistir. Ogrencilerin hizmet kalitesi algisi fiziksel ozellikler, guvenilirlik, heveslilik, guven ve empati olmak uzere cok boyutlu bir yapida ele alinmistir. Verilerin analizi icin SPSS programindan faydalanilmistir. Calismada frekans analizi, Bagimsiz t-Testi, ANOVA, korelasyon ve regresyon analizleri kullanilmistir. Bulgular- Calismanin amaci dogrultusunda gelistirilen hipotezlerin test edilmesi sonucunda hizmet kalitesinin tum boyutlari ile ogrencilerin memnuniyetleri uzerinde etkili oldugu bulunmustur. Hizmet kalitesi boyutlari acisindan ayri ayri incelendiginde empati boyutunun ogrencilerin memnuniyetleri uzerinde diger boyutlara gore daha etkili; heveslilik boyutunun da daha az etkili oldugu bulgusuna ulasilmistir. Ayrica kadin ve erkek ogrencilerin hizmet kalitesi algilarinin ve memnuniyet duzeylerinin birbirinden farkli oldugu bulgusu elde edilmistir. Yine ogrencilerin ogrenim gordukleri bolumlere gore hizmet kalitesine iliskin algilarinin ve memnuniyet duzeylerinin birbirinden farkli oldugu sonucuna ulasilmistir. Sonuc- Yapilan analizler sonucunda degiskenler arasinda anlamli iliskiler oldugu ve hizmet kalitesinin ogrencilerin memnuniyet duzeyleri uzerinde pozitif etkiye sahip oldugu sonucuna ulasilmistir.

Impact of Student Perceived Service Quality and Faculty Transformational Leadership on Student Satisfaction and Student Motivation: An Empirical Study

Impact of Student Perceived Service Quality and Faculty Transformational Leadership on Student Satisfaction and Student Motivation: An Empirical Study

Student Participation and Its Impacts on Perceived Service Quality in Higher Education: An Empirical Study

In higher education service, college students are no longer as the passive recipients of educational service and actually co-produce their education. However, despite the importance of student participation in the delivery of educational service, student participation has not received much attention in the literature. The purpose of study aims to explore the impact of student participation on perceived quality in higher education. The Survey results suggest that student classroom participation and extracurricular learning were found to positively influence student perceived service quality. Finally, implications for higher educational institutions’ managers are considered.

Student loyalty through perceived service quality and satisfaction

Student loyalty has become an important determinant of the success of Universities aiming to retain students and attract them back for post-graduate studies. To explain how student loyalty could be generated by examining the sequence of constructs: student perceived service quality, student satisfaction, and student loyalty and to identify the crucial determinants of student perceived service quality, we hypothesize that satisfaction plays an important role in linking service quality to loyalty. Using a sample of 177 students enrolled in a Lebanese University, our empirical study examines the relationship among student perceived service quality, student satisfaction, and student loyalty and identifies the important determinants of student perceived service quality. Our findings suggest that students must be satisfied with the service quality to demonstrate loyalty to their educational institution. The findings also conclude that the quality of curriculum is the most important determinant of student perceived service quality.

STUDENT PERCEPTION OF THE QUALITY OF SERVICE IN THE MASTER OF MANAGEMENT STUDY PROGRAM OF UNIVERSITAS TEKNOLOGI YOGYAKARTA

Quality of service is a major supporter in building public trust in the quality of services in the field of education. As users of services in the field of education, student satisfaction needs to be a priority and attention in providing service. This paper aims to analyze student perceptions of service quality and analyze the effect of service quality gaps on the expectations of students of the MM-UTY Program, with a case study in the Master of Management Study Program of the Universitas Teknologi Yogyakarta (Prodi MM-UTY). The concept used as the analysis was service quality, with data collection methods carried out through observation, questionnaires, and interviews. The analytical method used to test the research instrument was factor analysis to test the construct validity and reliability. The results of this study indicate the perception of student satisfaction with the quality of services conducted by the Prodi MM-UTY. Likewise, the average Gap score is positive so that the quality of service at this time is sufficient to meet the expectations and desires of students, which in general need to be maintained. However, partially, there are still some services in Prodi MM-UTY experiencing gaps so that it is necessary to improve the quality of sustainable services.

Perceived service quality-loyalty path: A PAKSERV based investigation of international students enrolled in business schools in Thailand

ABSTRACTWe aim to examine the international student perceived service quality of Business Schools located in Thailand to link it with their intentions to remain loyal. The survey based approach is adopted to collect data from 300 international students enrolled in various business schools in Thailand. All the dimensions of PAKSERV except Personalization are found to positively contribute to student satisfaction, which strongly leads to their loyalty to business schools. This is the first study which validates the PAKSERV scale in a business school context while collecting data from international students – investigating their perceptions of service quality to link it to their loyalty to business schools. The findings call for investment in faculty and process development to improve the international student perceptions of business schools located in Thailand. The findings will help Thai higher education policymakers specifically to improve student perceived service quality in order to attract and retain international students.

Variations in student perceptions of service quality of higher education institutions in Brazil

PurposeThe purpose of this paper is to examine, through a longitudinal study, undergraduate student perceptions of service expectations, priorities and quality of the higher education institution that they attend, using an importance–performance rating matrix.Design/methodology/approachThis research was carried out with students exposed to a new type of educational program that combines face-to-face encounters with distance learning experiences. Respondents belong to five graduate courses in management. Data collection was performed at five different time points, targeting all attending students as they continued their studies.FindingsThe findings showed that the students’ expectations of the set of factor-defined dimensions and attributes studied increased notably over time. Senior students tended to be more demanding than beginning students. Aside from the comfort levels of the classroom, the attributes rated as most important by the majority of students were directly linked to the professors, whether with respect to their practical experience, teaching methods, motivation or training received. This was the case at each stage of data collection.Practical implicationsThe importance × performance gaps matrix offers managers at higher education institutions with information to support decisions, especially with regard to setting priorities. The information obtained enables managers to align actions with emerging areas of need, and effectively direct resources to ensure student satisfaction, retention and loyalty. Using importance ratings taken at different stages of student interaction with the institution was found to be useful at the institution investigated. Institutions could attract new student customers by meeting expectations with such trend data.Originality/valueThe current research captured students’ changes in expectations of their undergraduate coursework that combined classroom and distance learning approaches. In addition, the study documented variations over time in students’ perceptions on key service areas. The paper provides data on student-perceived priorities, quality gaps and criticality levels, seen both at a level of aggregate dimensions and at the level of individual service attributes.

UnivQual: a holistic scale to assess student perceptions of service quality at universities

The aim of this study is twofold. First, we validate a scale to assess the quality of the university experienced by students (UnivQual). Three main dimensions are envisioned: (i) ‘curriculum’, which refers to the quality of the learning methods and the coordination efforts throughout the whole study period; (ii) ‘skills development’, referring to the skills that students might acquire and (iii) ‘services and facilities’ of the university. Second, we analyse the role of the aforementioned dimensions and their impact on student satisfaction. Results reveal that the ‘curriculum’ dimension is the main antecedent of student satisfaction, whereas ‘services and facilities’ do not play a significant role, although they are necessary to provide good service. The empirical application considers a survey of 2557 undergraduate students who finished their degrees in 2013 at universities located in the region of Catalonia (Spain). The paper ends with recommendations for university managers and public administration authorities.

Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities

Purpose This paper attempts to develop and validate a service quality instrument called HiEduQual to measure the perceived service quality of students in higher education institutions. This paper aims to propose a structural model by examining the theoretical and empirical evidences on the relationships between students’ perceived service quality (SPSQ), students’ satisfaction (SSt), students’ loyalty (SL) and students’ motivation (SM). Design/methodology/approach The paper uses survey research design to gather data regarding attitudes of students about quality of service, satisfaction, motivation and loyalty from seven public universities in India and tests the relationships between these variables using structural equation modeling. Findings The paper identifies a model with six-structured dimensions containing 23 items for HiEduQual. It proved the direct positive effect of the perceived service quality of students on satisfaction, loyalty and motivation. The paper also supports the partial and complete mediation role of students’ satisfaction between perceived service quality of students, their loyalty and motivation toward services being provided by the universities. The competing Model 1 (M1) with partial mediation role of students’ satisfaction between students’ perceived service quality, loyalty and motivation was proved as the best among the alternative models. Research limitations/implications The paper developed and tested a new measurement instrument that covers all the service aspects experienced by the student as primary customer in higher education. Further studies can also measure service quality of the universities in the perspective of other key stakeholders. The authors would recommend studying other possible antecedents which would have influence on satisfaction motivation and loyalty. Practical implications The findings suggested that it would be worthwhile for university leaders to make proper allocation of resources, to provide better educational services including support services and facilities. It is believed that this paper has a significant competence for engendering more precise applications related to quality of services, especially concerning students’ satisfaction, loyalty and motivation. Social implications The changing nature and need of higher education services and increase in competitive intensity necessitates higher performance levels in the Indian higher education (universities). These can only be achieved through a better understanding of the expectations of students and the importance placed by them on aspects such as teaching, administrative services, academic facilities, campus infrastructure, support services and internationalization. The paper identified that student perceived service quality is a key antecedent to student satisfaction, motivation and loyalty, which conveys that service quality is an important construct. Originality/value Previous studies have primarily focused on the relationship between service quality, satisfaction and loyalty. Along with the above, this paper includes students’ motivation and assesses the effect of service quality and satisfaction on motivation which was not previously used in services marketing research, especially in higher education sector. Higher education service holds some unique features like customers’ (student) cognitive participation in the service process, requirements of the students to be fulfilled by different parties and long-term continuous services. All these features require student participation. The results indicate that quality of academic and non-academic services play a vital role in motivating students to perform better in their academics.

Students' Perception of Higher Education Service Quality: An Empirical Study

Purpose: This paper investigated the service quality perceptions of students towards higher education services using the three component model of service quality proposed by Rust and Oliver (1994). It also attempted to diagnose the perceived service quality across various interfaces such as services provided by the placement cell, library, computer labs, faculty/school offices, proctor office, hostel, sports and health centre of an Institution. Design/Methodology/Approach: The present study is a descriptive study, respondents were selected randomly, and data was collected through a 22-item likert-type structured questionnaire from 250 students. Data was analyzed and interpreted with the help of SPSS software. Hypotheses framed for the research work were tested with the help of t-test, chi square, F-test to measure the variance and to accept or reject the hypotheses. Findings: The research results revealed how students assessed service quality. The study also revealed that there is a significant difference in service quality perceptions across various demographic variables; furthermore, the study provided insights into the service quality dimensions that have the greatest influence on student satisfaction and student loyalty. Practical Implications: The managements of HEIs could use the results of the research to improve the study processes and to increase the students' satisfaction and loyalty. Originality/Value: The study presented a student-centered perceived service quality valuation and subsequent linkage of the evaluations to student loyalty.