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The purpose of this study is to explore and decompose a satisfaction model using alumni’s perspective for Islamic-based higher education institutions (IHEI) with the antecedent of perceived quality and value and the consequence of loyalty.

A study was used, using 44-item, a ten-point Likert-scale questionnaire administered to 360 alumni from various classes started from the 1970s till 2000s. Theoretical-based, national qualification framework of Indonesian higher education and management-based considerations were involved in developing a survey. Data were analyzed using partial least square-structural equation model and decomposed into strategic management map using importance-performance matrix analysis.

The most important determinants of alumni satisfaction and loyalty in IHEI is the IHEI’s ability to develop career capability through enriching knowledge. Moreover, the presence of good environment and Islamic value embodiment supporting learning programs on campus is the most significant trigger for the knowledge development.

The results were generated from a specific department. Additional studies are needed to test if the results are not department (institution)-specific.

This study provides strategic directions for management to improve the critical aspects of the system by providing the inputs to the extent to which the service quality delivered may contribute to end-customers’ satisfaction.

It contributes to the literature on satisfaction and service quality issues by incorporating ideological aspect, by investigating the feasible model of customer satisfaction in the perspective of alumni for IHEI.

The purpose of this paper is to explore structural relationships among the variables of brand association, student trust, commitment, and satisfaction in the higher education sector.

A survey was used to collect data from a sample of 500 students who studied at universities in Taiwan in 2016. These data were gathered using a convenience sampling method and analyzed using a structural equation model. A total of 371 questionnaires (74.2 percent) were considered valid. Due to testing and identifying the hypothesis and structure among those variables, structural equation modeling was used to determine the best model among brand association, trust, commitment, and satisfaction.

For the conceptual framework, the author found that this structural equation model complies with the empirical data. The structural equation model shows that brand association, student trust, and commitment were significantly related to student satisfaction. Brand association has a direct influence on student trust, commitment, and satisfaction in higher education institutions. Student trust and commitment also had a direct influence on student satisfaction, and they are all mediating variables.

The findings of the current study add to the existing literature by contributing to a better perception of university management and providing acceptable strategies to improve the higher education industry.

The purpose of this paper is to identify the dimensions of service quality in the context of Islamic higher education (IHE); explain the determinant dimensions of overall perceived service quality (PSQ) according to students; and explains the difference in the level of quality felt by students in each dimension based on gender, year of study and level of education of students in Indonesia.

A survey method from 384 questionnaires collected from students in four major cities in Indonesia; 378 questionnaires were declared valid for explanatory analysis using SEM-PLS and t-test.

The new model called Islamic Higher Education Service Quality (i-HESQUAL) with seven dimensions of quality that are considered important by students i.e. teaching capability and competence of academic staff (TCC), reliability of service (ROS), reputation of university (REP), responsiveness of employees (RES), empathy of employees (EMP), internalization of Islamic values (IIV) and library service support (LSS). The dimensions that influence the overall PSQ are the IIV and LSS. In addition, students based on the year of study have differences in assessing the dimensions of quality, namely the dimensions of TCC, ROS, IIV, LSS, while the level of education also has differences, especially on the dimensions of ROS, REP and LSS.

This research was only carried out at four public Islamic universities, for that there is a need for further research in the form of longitudinal studies with different geographical samples e.g. in the perspective of private universities to generalize research results.

The i-HESQUAL dimensions can be used by IHE managers to measure their performance according to students' perspectives. The two dimensions that determine the overall PSQ should be IHE's strategic advantages and the dimensions that do not affect the overall PSQ are feedback to identify weaknesses.

These findings contribute to PSQ research in the context of IHE, which operates on the values and culture that surrounds it (Islamic culture), while most of the previous research was conducted in the context of developed countries with a secular education system.

As colleges and universities face the shifts of decreasing government funds, increased operating costs, and waning alumni financial support, institutions are now plunging themselves into practices traditionally associated with the business sector. Practices like branding are now being used as a mechanism to increase engagement of alumni and potential donors. The purpose of this paper is to examine the effects of brand identification, or the defining of the self through association with an organization, on alumni supportive behaviors.

The researchers surveyed alumni of a mid-sized state-run university in the mid-Atlantic region of the USA to see if identification affected donation behaviors such as choice to donate, total dollar amount donated, and the number of times donated.

The survey findings showed that brand identification correlated with choice to donate, increased donation dollar amount, and the number of donations. Findings also suggested that interpretation of brand, prestige, satisfaction with student affairs, and participation were positively associated with identification.

The results of this study are specific to one institution. This research offers support for the importance and value of brand management in higher education. The study also highlights those determinants of brand identification which suggests the use of integrative fundraising techniques.

The study highlighted that university brand identification increases the explanatory power for alumni donor behaviors over those variables typically explored in traditional donor models.

This research study seeks to identify what graduating students and alumni perceive to be of most value in courses, and in turn the relationship of those perceptions with the information in evaluations conducted by students at the conclusion of courses.

The project involves empirical research utilizing standard student course evaluation data, and rigorous matching alumni survey data. A focus group, as well as prior academic research, informs the design.

There are several key conclusions from this study comparing student and alumni perceptions of course satisfaction. Consistent with end‐of‐program survey and focus group observations, career relevance clearly grows with time in importance for determining course satisfaction. Career relevance is not a statistically significant factor for course satisfaction using end‐of‐course student survey responses, but grows to a statistically significant determinant utilizing alumni survey data, larger than both the extent of learning and instructor performance; moreover, instructor performance appears to become less important.

While survey responses for individuals as both students and alumni cannot be linked in this study, the high response rate of alumni and the pooling of data suggest results are robust.

If instructors want students, once they become alumni, to be satisfied with their course experience, they need to teach material which will be truly useful in their careers, even if students do not fully appreciate it during class. And if university presidents want satisfied alumni, they need to ensure their school's curriculum includes material that may be applied in the real world, and that the measures of teaching effectiveness utilized for compensation purposes do not stress too highly traditional measures of student satisfaction.

Educators can provide students with a more long‐term satisfying educational experience by ensuring curriculum includes practical material that is truly relevant for careers.

Student evaluations have been commonly used in determining the success of a course, and the effectiveness of their instructors. However, there has only been limited analysis of student evaluations as a measure of what matters most – the benefit to the student once they graduate and move into the working world. Empirical results based on student and alumni survey data identify differences in perceptions between students and alumni, and suggest key recommendations for both instructors and university administrators.

The purpose of this paper is to examine the causal associations among service innovation/improvement, organisational citizenship behaviour (OCB), and the user-perceived value of e-services. The context of service delivery is particularly based on human interaction in e-service encounters.

In total, 403 respondents from 53 different service departments were selected in this study. To fit the structure between respondents and departments, this study uses hierarchical linear modelling to examine the research model.

The results indicate that service innovation/improvement and the OCB of department staff both positively affect the user-perceived value of e-services. However, the OCB of department staff does not have a moderating effect on the association between service innovation/improvement and the user-perceived value of e-services.

Prior studies suggest that the OCB of service employees strongly reinforces customer perceptions of service quality and satisfaction. However, this causal association was proven in the context of face-to-face human interactions. This study is a pioneer study in examining the associations between OCB and human interaction with e-services.

The purpose of this paper is to develop a model to examine factors influencing the inclination of MBA graduates to donate to their alma mater.

The authors used a large data‐base of 3,677 MBA graduates to evaluate individual factors, and external evaluation of organizational level factors. The authors constructed and tested the model, finding strong support for its validity.

Satisfaction with the MBA, university prestige and salary were significant predictors of donating behavior. Engagement (operationalised volunteering) was a significant mediating factor between these factors and donating behaviour.

The paper adds to both theoretical implication for understanding long‐term relationships between graduates and their alma mater and to managerial implication for future financing of universities and business schools in particular.

While extant research has predominantly focused on outcomes of customer satisfaction that benefit the focal firm such as customer engagement behaviors (CEBs), little is done to understand human capital-related outcomes that directly benefit customers and thus benefit the firm indirectly. Drawing on the theory of reasoned action, broaden-and-build theory of positive emotions and human capital theory, this study aims to understand how and why a satisfied customer benefits the firm directly (CEBs) and indirectly (human capital-related outcomes).

Following a sequential mixed-methods approach, two studies are conducted in an extended service encounter context (higher education) where customers also constitute key human capital of the service firm. First, a qualitative study is conducted, which is then followed by a quantitative study. Survey data collected from students working as interns in organizations and their immediate managers resulted in 209 “intern–manager” dyads.

The findings demonstrate that customer satisfaction on its own does not substantially account for either human capital-related outcomes or CEBs (except word of mouth [WOM]). Both emotional and cognitive mechanisms play key and unique mediating roles in translating satisfaction into outcomes that benefit a service firm directly and indirectly by benefiting its customers.

While much research demonstrates benefits of customer satisfaction for the focal firm, this research advances our understanding of the novel consequences of customer satisfaction by shedding light on human capital-related outcomes that directly benefit customers. It also aids in explicating prior inconsistent findings on the relationship between customer satisfaction and CEBs by uncovering the underlying mediating mechanisms.

This investigation provides a deeper understanding of the significance of customer satisfaction by demonstrating how and why satisfied customers increase firm value beyond purchase, for instance, by being direct (through positive WOM) and indirect (through enhanced human capital performance) promoters, consultants (through participation) or investors (through monetary giving). A key implication of this research is that simply enhancing customer satisfaction on its own may not suffice as the findings suggest that satisfaction translates into beneficial outcomes only when satisfaction is channeled toward enhancing customer perceptions of competence and their positive emotions.

This study contributes to the literature by providing a deeper understanding of how and why customer satisfaction influences outcomes that not only benefit the firm but also its customers in extended service encounter context.

Most research has investigated the fear of missing out (FOMO) in the context of online activities, often associated with negative personal outcomes such as fatigue and stress. However, given the increased desire to be informed and included associated with FOMO, organizations that can effectively meet these needs may develop or strengthen social and structural bonds, thereby turning short-term customers with FOMO into lifelong patrons. This study aims to examine the relationship between FOMO and favorable organizational outcomes as mediated by several constructs associated with the desire for information and inclusion.

This research was conducted within the higher education sector of the service industry. FOMO served as the IV. The mediators represented context-specific aspects of campus involvement and inclusion. Organizational outcomes related to the long-term services relationship served as the DVs. The sample consisted of 435 students recruited from research pools at two southern universities in the USA. Exploratory factor analysis, OLS regression and the Hayes–Macro were used to examine the data.

The results demonstrate that FOMO is positively associated with students’ desires for information and inclusion (informal peer interaction, campus involvement, informal faculty interaction, campus information media use and a preference for in-person course scheduling), which are associated with the desirable university outcomes of satisfaction, connection and alumni donation/activity intentions.

If a university fosters unstructured time spent with faculty and peers, and promotes campus information media involvement, students with higher levels of FOMO are more likely to be satisfied, feel connected to the university and report intentions to donate time and money as alumni.

Prior research on FOMO is generally focused on internet and social media use; this study takes a broader perspective and identifies the effect of FOMO on a desire for information and inclusion within a novel context (a service environment). It also associates FOMO with favorable long-term service relationship outcomes that fortify social and structural bonds.

The purpose of this paper is to investigate the effects of age and gender upon the level of job satisfaction of accounting professionals as well as examine if gender and age lead to differences in their perceptions of work‐related attributes such as advancement opportunities and relations with supervisors.

Questionnaires were mailed to 1,000 accounting professionals and 245 useable questionnaires were received (193 were returned due to incorrect address) resulting in a 30 percent response rate. The questionnaire was designed with a six‐point Likert scale to measure the respondent perceptions concerning 78 factors that may influence their level of job satisfaction. Factor analysis with a varimax rotation reduced the 78 factors down to nine factor groups. These factors or work‐related attributes became the nine independent variables for six regression models. The sample was subdivided based by age and gender differently for each of the six regression models. The dependent variable represented the level of job satisfaction perceived by the accounting professionals surveyed.

As a result of the six regression models, the six following factors or work‐related attributes are significant to age and/or gender: job fulfillment, treatment by peers and supervisors, promotion and advancement opportunities, supervisors, gender discrimination and employee relations with coworkers. The remaining three factors or work‐related attributes are not significant with age and/or gender: amount of compensation, fringe benefits provided and amount of workload required.

The sample includes alumni from a private university located in a large metropolitan area on the east coast of the USA, the results are not representative of all accounting professionals. Thus, our findings cannot be generalized to the larger population of American accounting professionals.

Employers can incorporate the findings of this study in their organizations to assist in improving the overall level of job satisfaction of their accounting professional employees, especially involving gender or age issues.

This study shows boards of directors and executive managers which specific work‐related attributes to improve for the purpose of increasing the retention rate and decreasing turnover rate of their accounting professionals in critical positions within those organizations.