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The effects of quality of services and emotional appeal on university reputation: stakeholders’ view

Orhan Dursun (Industrial Engineering Department, Istanbul Technical University, Istanbul, Turkey)
Cigdem Altin Gumussoy (Industrial Engineering Department, Istanbul Technical University, Istanbul, Turkey)

Quality Assurance in Education

ISSN: 0968-4883

Article publication date: 25 June 2021

Issue publication date: 27 September 2021

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Abstract

Purpose

Competitive universities try to improve their reputation to attract the best students as university reputation is a significant factor affecting the decision of a student. In this context, universities need a systematic management plan to improve their reputation among the stakeholders. This study aims to identify the factors affecting university reputation with the University Reputation Model. This model includes quality of services, emotional appeal, employee competence, academic leadership, student orientation, and social responsibility as possible factors affecting university reputation. .

Design/methodology/approach

Survey methodology was used in the current study. A total of 1000 questionnaires were collected from the stakeholders: students, alumni, academic and administrative staff. A structural equation modeling technique was used to analyze the data.

Findings

According to the results, quality of services and emotional appeal affect university reputation directly. Furthermore, employee competence, academic leadership, and student orientation have indirect effects on university reputation with the mediating effect of quality of services. Besides, emotional appeal mediates the effect of student orientation and social responsibility on university reputation.

Originality/value

A University Reputation Model is developed to explore significant direct and indirect effects of employee competence, academic leadership, student orientation, and social responsibility on the quality of services, emotional appeal, and university reputation. Furthermore, a measurement instrument applicable to various stakeholders of a university is developed. Additionally, large-scale data is collected from the stakeholders in Turkey to increase the validity of the findings.

Keywords

Acknowledgements

The authors would like to thank The Scientific and Technological Research Council of Turkey (TÜBİTAK)- Turkish Management Sciences Institute (TÜSSİDE) for their support on the data source.

Citation

Dursun, O. and Altin Gumussoy, C. (2021), "The effects of quality of services and emotional appeal on university reputation: stakeholders’ view", Quality Assurance in Education, Vol. 29 No. 2/3, pp. 166-182. https://doi.org/10.1108/QAE-08-2020-0104

Publisher

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Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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