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Effect of service quality on graduates’ satisfaction

Abdel-Aziz Ahmad Sharabati (Business Department, Middle East University, Amman, Jordan)
Mohammad M. Alhileh (Middle East University, Amman, Jordan)
Hesham Abusaimeh (Middle East University, Amman, Jordan)

Quality Assurance in Education

ISSN: 0968-4883

Article publication date: 25 June 2019

Issue publication date: 11 July 2019

Abstract

Purpose

The purpose of this paper is to investigate the effect of service quality on graduates’ satisfaction as perceived by Middle East University (MEU) graduates.

Design/methodology/approach

This research is cross-sectional and aims to explore the effect of service quality dimensions (academic staff, administration, classrooms and library services) on graduates’ satisfaction. Data were collected from 399 graduates. After confirming validity, reliability and normality of the data, and the correlation between variables, multiple regressions were used to test the hypothesis.

Findings

The results show that all service quality dimensions are highly implemented by the MEU. The relationships between all service quality dimensions and graduates’ satisfaction are strong. Finally, results show that all service quality dimensions affect graduates’ satisfaction.

Research limitations/implications

To generalize the results of this research, further studies are recommended to be carried out on other universities especially in Jordan. Testing the perception and satisfaction of other universities, stakeholders will help to improve service quality and to gain suitable competitive strategies.

Practical implications

Service quality is a key driver for universities’ sustainable competitive advantage; therefore, dimensions of service quality should be included within universities plan, strategies and daily activities.

Social implications

Considering service quality in higher education improves countries’ economic development, quality of life and well-being. All corporate social responsibility pillars (social, economic, environmental responsibilities and national and international regulation and norms) should be adapted and adopted within services quality systems and programs.

Originality/value

Most of previous studies were carried out to test the students’ perception while this research is dedicated to explore graduates’ perception regarding service quality offered by the MEU.

Keywords

Citation

Sharabati, A.-A.A., Alhileh, M.M. and Abusaimeh, H. (2019), "Effect of service quality on graduates’ satisfaction", Quality Assurance in Education, Vol. 27 No. 3, pp. 320-337. https://doi.org/10.1108/QAE-04-2018-0035

Publisher

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Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited