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Article
Publication date: 8 April 2020

Reza Ebrahimzadeh Pezeshki, Mehdi Sabokro and Negar Jalilian

The present study seeks to design an index model of satisfaction among Iranian students who are studying at public universities in this country.

Abstract

Purpose

The present study seeks to design an index model of satisfaction among Iranian students who are studying at public universities in this country.

Design/methodology/approach

In this research, data were collected in two stages: in the first stage, the data related to satisfaction indices were collected from 62 experts on pedagogical science and marketing management. In the second step, the data were collected from 1,404 students and were analysed by fuzzy analytic hierarchical process method, interpretive structural modelling and structural equation modelling.

Findings

The results of this study showed that three variables “perceived quality”, “organization image” and “Student relationship management” are reliable as indicators of student satisfaction. Also, contrary to the results of previous studies, the variable of expectations cannot predict the satisfaction of the students.

Originality/value

Models of satisfaction have been designed in different fields. Also, in the measurement of satisfaction, attention to the field and customization is approved by researchers. Accordingly, the present study tries to design indices of satisfaction among students of state universities in Iran. It also pointed out the effect of customization on the formation of satisfaction at the Iranian and other universities.

Details

International Journal of Educational Management, vol. 34 no. 7
Type: Research Article
ISSN: 0951-354X

Keywords

Article
Publication date: 9 May 2016

Subrahmanyam Annamdevula and Raja Shekhar Bellamkonda

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…

4710

Abstract

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.

Details

Journal of Modelling in Management, vol. 11 no. 2
Type: Research Article
ISSN: 1746-5664

Keywords

Article
Publication date: 9 May 2016

Subrahmanyam Annamdevula and Raja Shekhar Bellamkonda

Student loyalty in higher education sector helps college administrators to establish appropriate programs that promote, establish, develop and maintain successful long-term…

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Abstract

Purpose

Student loyalty in higher education sector helps college administrators to establish appropriate programs that promote, establish, develop and maintain successful long-term relationships with both current and former students. The purpose of this study is to propose the use of mediation model that links service quality and student loyalty via student satisfaction and test the direct and indirect effects of service quality on student loyalty with the mediation role of student satisfaction.

Design/methodology/approach

The study used survey research design and collected data from three oldest state universities in the state of Andhra Pradesh in India to find the relationships between service quality, student satisfaction and student loyalty in higher education sector using structural equation modeling.

Findings

This study tested the proposed research model and proved the mediator role of student satisfaction between service quality and student loyalty. Service quality has been found to be an important input to student satisfaction. The result also shows that while university provides no basis for differentiation among the constructs, age and gender play a major role in determining the different perceptions of students about the constructs investigated.

Research limitations/implications

The study focuses on student satisfaction, of which service quality is an important antecedent. Identification of other variables, besides service quality, is crucial to contribute to the overall student satisfaction. Similarly, it is just as critical to identify the other elements like value, image or institution reputation which may have direct impact on service loyalty. It would be more precise when the studies also consider the opinion of the students before joining the institute based on word of mouth of passed-out students and after finishing the course. Longitudinal studies to collect predictor and criterion variables before and after the course would be much stronger.

Practical implications

A clearer understanding of the relationship between service quality, satisfaction and loyalty that helps ensure the management to take better strategies to concentrate and improve the performance is aided by this study. It is interesting to note that the student loyalty is primarily affected by age and gender. This type of analysis helps to identify the target students who have high potential of defection.

Social implications

Higher education and their respective institutions seek to enhance socio-cultural and economic development to promote active citizenship by inculcating ethical values among students. The Indian higher education institutions are facing enormous issues related to quality in education. The changing nature and need of higher education services and an increase in competitive intensity necessitates higher performance levels in the realm of Indian higher education (universities). These can be achieved through a thorough understanding of the expectations of students and the importance placed by them on aspects found by the study such as teaching, administrative services, support services, hostel facilities, library and lab facilities and internationalization.

Originality/value

Previous studies have proved the mediation role of satisfaction between service quality and loyalty in marketing literature, but no significant studies have empirically tested the same in higher education sector. The service quality measurement in higher education is complex because of some unique features like customers’ (student) cognitive participation in the service process, the needs of the students being fulfilled by different parties, long-term and continuous services. The study contributes to the existing field of knowledge by providing support for the contention that student satisfaction performs a mediating role in the link between service quality and student loyalty in higher education sector.

Details

Journal of Modelling in Management, vol. 11 no. 2
Type: Research Article
ISSN: 1746-5664

Keywords

Open Access
Article
Publication date: 29 November 2019

Kumudini Sriyalatha Mallika Appuhamilage and Hiroshi Torii

The purpose of this paper is to examine whether the image of the university, environment, facilities, student expectations, internationalization, services, financial support and…

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Abstract

Purpose

The purpose of this paper is to examine whether the image of the university, environment, facilities, student expectations, internationalization, services, financial support and perceived value have direct effect on the satisfaction and loyalty of the students of social sciences at Meijo (Private) University, Japan.

Design/methodology/approach

To analyze the data, a confirmatory factor analysis was applied where it explored the associations between items and constructs and, then, utilized structural equation model (SEM) to investigate the relationships existing between constructs with the application of the R program. A structured questionnaire comprising of 52 questions were used with 10 constructs. A total of 257 students from Meijo (private) university filled in the newly developed questionnaires using seven items Likert scales.

Findings

The study reveals a valuable insight on student satisfaction and loyalty toward the university. According to the findings, satisfaction has a positive direct impact from services and financial support provided by the university. And also loyalty has a positive strong impact on student satisfaction. On the contrary, satisfaction reveals a positive strong direct impact on loyalty too. Furthermore, there is an indirect impact of image, services and perceived value on loyalty. All the goodness of fit indices are at acceptable levels. Thus, the satisfaction of students seems to reflect quite well from the above construct, image, services, financial support and perceived values.

Research limitations/implications

This study collected data from two faculties, Faculty of Business Management and Faculty of Economics. The results of this finding cannot be generalized to the entire Meijo university student as a whole.

Originality/value

This study successfully applied an SEM to identify the relationship among constructs. Thus, this research has hopefully opened up avenues for other researchers to carry out such behavioral studies with larger sample sizes by applying R program with SEM analysis.

Details

Higher Education Evaluation and Development, vol. 13 no. 2
Type: Research Article
ISSN: 2514-5789

Keywords

Article
Publication date: 12 July 2011

Nurul ‘Ulyani Mohd Najib, Nor’ Aini Yusof and Nazirah Zainul Abidin

The paper aims to investigate the level of student satisfaction with campus student housing facilities (SHF) at Malaysian research universities (RUs) and the relationship between…

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Abstract

Purpose

The paper aims to investigate the level of student satisfaction with campus student housing facilities (SHF) at Malaysian research universities (RUs) and the relationship between satisfaction and loyalty behaviour.

Design/methodology/approach

The student residential satisfaction (SRS) framework has been proposed to investigate residential satisfaction from the students' viewpoint. Questionnaires were distributed to respondents in three RUs. The data were analysed using descriptive statistics.

Findings

In general, students are satisfied with the provided SHF with the SRS index of 2.96 or 74 per cent satisfaction level and there is a significant relationship between overall satisfaction and loyalty behaviour. The results also confirmed that the proposed model is an adequate instrument to measure SRS.

Practical implications

The existence of quality SHF is likely to act as an effective medium to attract local and international students to enrol in Malaysian universities. Further actions should be geared towards achieving a higher score of SRS index.

Originality/value

This paper introduces a practical model of SRS to be applied to universities in other countries with similar climate and culture.

Details

Journal of Facilities Management, vol. 9 no. 3
Type: Research Article
ISSN: 1472-5967

Keywords

Article
Publication date: 1 October 2005

Mercedes Marzo Navarro, Marta Pedraja Iglesias and Pilar Rivera Torres

The university environment is experiencing important changes that have to be managed in order to ensure the university's survival. One of the most notable changes is the…

4593

Abstract

Purpose

The university environment is experiencing important changes that have to be managed in order to ensure the university's survival. One of the most notable changes is the appearance of a new kind of student who wants to update and/or expand his/her knowledge. This has caused universities to expand their educational offer through seminars, Master's programmes, special courses. This work endeavours a dual objective: to analyse the elements that determine the attendees' satisfaction with the stated courses; and to analyse the relationship between the satisfaction experienced by the course attendees and their loyalty to the institution that offers the courses.

Design/methodology/approach

The information from a survey of the attendees of these kinds of courses at a Spanish university has been used.

Findings

The work herein developed shows how the teaching staff, the teaching methods and course administration are key elements to achieving student satisfaction and their subsequent loyalty.

Research limitations/implications

This research has been applied to a specific university, and it would be appropriate to expand the research to other institutions of higher education.

Practical implications

The appropriate management of the determinants of satisfaction is vital to the strategic decisions of universities.

Originality/value

The work centres on the analysis framework, on a new kind of student and on these students' specific demands, specifically on the demands satisfied through short courses aimed at updating previously acquired knowledge. Most prior works focus on analysing the satisfaction with university degrees and on the educational offer that these organisations can provide, such as continuing education and/or complementary courses.

Details

International Journal of Educational Management, vol. 19 no. 6
Type: Research Article
ISSN: 0951-354X

Keywords

Article
Publication date: 3 April 2019

Teddy Chandra, Layla Hafni, Stefani Chandra, Astri Ayu Purwati and Jennifer Chandra

The purpose of this paper is to determine the influence of service quality and university image on student satisfaction and student loyalty.

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Abstract

Purpose

The purpose of this paper is to determine the influence of service quality and university image on student satisfaction and student loyalty.

Design/methodology/approach

This study employed a set of survey instrument adapted from previous studies. The construct of the service quality consisted of 12 indicators, one of which was originally designed by the researcher, and the rest were adapted from other researchers. For the construct of university image, there were five indicators, while the rest were designed by the researcher. There were six indicators of construct student satisfaction, while the other three were designed by the researcher. Lastly, the construct student loyalty consisted of five indicators, three of which were originally designed by the researcher. All of those constructs used seven-point Likert scale scoring, which ranged from 1= strongly disagree to 7= strongly agree.

Findings

The findings of this study are as follows: the result of the data analysis has confirmed the existence of a positive and significant influence of service quality on student satisfaction, there is a positive and significant influence of student satisfaction on student loyalty, there is no positive or significant influence of service quality on student loyalty, and university image has a positive and significant influence on both student satisfaction and student loyalty.

Originality/value

The originality of this study has been confirmed, considering the fact that only few studies on service quality in education field were conducted. In this study, researchers were interested in developing the service quality based on five dimensions. This model have been applied by a number of researchers. Unfortunately, some other researchers showed their disagreements upon the use of only these five dimensions in the research in the field of education, and they suggested that more appropriate dimensions should be applied.

Details

Benchmarking: An International Journal, vol. 26 no. 5
Type: Research Article
ISSN: 1463-5771

Keywords

Open Access
Article
Publication date: 8 March 2024

Hoang Viet Nguyen, Tuan Duong Vu, Muhammad Saleem and Asif Yaseen

Improving service quality, student satisfaction and student loyalty is important to higher education institutions’ sustainable growth. The objectives of this study are a twofold…

Abstract

Purpose

Improving service quality, student satisfaction and student loyalty is important to higher education institutions’ sustainable growth. The objectives of this study are a twofold: first, the study seeks to determine the dimensions of higher education service quality with a specific focus on Vietnam. Second, it examines how the service quality dimensions impact student satisfaction and student loyalty, with the moderating role of the university image.

Design/methodology/approach

This study followed a rigorous procedure, including interviews, a survey, exploratory factor analysis (EFA) and reliability analysis to identify higher education service quality dimensions and their measures. After that, using the data obtained from 1,550 university students in Vietnam, confirmatory factor analysis was used to validate the identified dimensions and structural equation modeling was used to test a proposed model explaining the outcomes of higher education service quality.

Findings

The findings reveal five dimensions of higher education service quality: academic aspect, nonacademic aspect, programming issues, facilities and industry interaction. Most of these factors have a positive influence on student satisfaction. In addition, the university image moderates the positive relationship between student satisfaction and student loyalty.

Practical implications

This study’s findings highlight the complexity of service quality in the higher education context and encourage higher education institutions to improve their service quality in image to enhance student satisfaction and loyalty.

Originality/value

This study suggests a unique measure of higher education service quality dimensions and provides fresh insights into how they impact student satisfaction and loyalty in Vietnam.

Article
Publication date: 3 April 2017

Annamdevula Subrahmanyam

This paper aims to identify and test four competing models with the interrelationships between students’ perceived service quality, students’ satisfaction, loyalty and motivation…

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Abstract

Purpose

This paper aims to identify and test four competing models with the interrelationships between students’ perceived service quality, students’ satisfaction, loyalty and motivation using structural equation modeling (SEM), and to select the best model using chi-square difference (Δχ2) statistic test.

Design/methodology/approach

The study uses survey research design to gather data regarding attitudes of students about quality of services and their level of satisfaction, motivation and loyalty. A total of 1,439 valid questionnaires were collected from four public universities in the state of Andhra Pradesh, India, and the relationships between four variables using SEM are tested.

Findings

The structural model with direct and indirect relationships between the constructs proves as a best among the competing models. The result supported direct effect of students’ perceived service quality on students’ satisfaction and motivation; and indirect effect on students’ loyalty. Implications and research contributions are discussed and directions for further research are indicated.

Research limitations/implications

The study considers the examinations of the simple bivariate relationships between service quality, satisfaction, motivation and loyalty may mask or overstate their true relationships due to omitted variable bias. Structural theory with simultaneous measurement of the direct and indirect relationships between students’ perceived service quality, satisfaction, motivation and loyalty adds a unique contribution to the existing field of knowledge, especially higher education sector.

Practical implications

The results of SEM show that the service quality is a key antecedent to students’ satisfaction, loyalty and motivation. Motivating students for present and future studies with better participation in the process is important to increase quality and efficiency in their output. The best services also make students loyal to the institution. The findings suggested that it would be worthwhile for university’s administration to make proper allocation of resources, to provide better educational services. It is believed that this study has a significant competence for engendering more precise applications related to quality of services, especially concerning students’ satisfaction, loyalty and motivation.

Social implications

The research provides significant insights and demonstrates good understanding of students’ perceived service quality in the context of Indian universities. The changing nature and need of higher education services and increase in competitive intensity necessitates higher performance levels in the realm of Indian higher education (universities). The study identified that students’ perceived service quality is a key antecedent to students’ satisfaction, motivation and loyalty, which conveys that service quality is an important construct.

Originality/value

Several points are addressed based on the models identified in the study. First, there is sufficient evidence of a significant bivariate relationship between service quality, satisfaction, loyalty and motivation. Second, although service quality is an important determinant of loyalty, the exact nature of this relationship remains unresolved. Third, it is evident that very few studies have investigated multiple direct links between service quality, satisfaction, motivation and loyalty. Further, there is no reported investigation of whether any or all of these variables directly and indirectly influence loyalty when the effects of service quality, satisfaction, motivation are simultaneously considered in Indian higher education sector. Therefore, to present a more pragmatic picture of these relationships, the study identified the “collective model” that investigates the underlying relationships that exist among these constructs.

Article
Publication date: 5 August 2014

Masood A. Badri and Jihad Mohaidat

– The purpose of this paper is to validate the direction and strength of the relationships between school reputation, parental satisfaction and parental loyalty.

Abstract

Purpose

The purpose of this paper is to validate the direction and strength of the relationships between school reputation, parental satisfaction and parental loyalty.

Design/methodology/approach

The paper reports the findings of a survey of 806 parents from Schools in Abu Dhabi – the United Arab Emirates. The paper builds mainly on previous work of Skallerud (2011) on measurement of school reputations. Structural equation modelling was used to validate the reputation measure and to test the proposed relationships. The model hypothesised and tested relationships linking school reputation to parental satisfaction and loyalty.

Findings

The results show strong support for a satisfaction-reputation-loyalty model and confirmed the four-dimensional scale (parental orientation, learning quality, safe environment and good teachers) for assessment of parent-based school reputation. Evidence was found that parents’ satisfaction significantly affects the four reputation dimensions. However, only three constructs of parent orientation affected parental perception of school loyalty. Additional personal or demographic variables should be included to improve the model.

Research limitations/implications

The study was limited to parents of children attending public and private schools in Abu Dhabi. The model should be validated with other schools and in other Emirates and countries.

Practical implications

Identifying the antecedents of parent-based school reputation might aid school decision makers to better address parental satisfaction and loyalty. A careful examination of the causal relations between the various constructs could aid in crafting and implementing effective programs for increasing parental satisfaction and attracting future students.

Originality/value

The study adds to the limited body of research addressing the appropriate conceptualisation and measurement of school reputation. It also sheds light on a better understanding of the potential relationships among the constructs in the model.

Details

International Journal of Educational Management, vol. 28 no. 6
Type: Research Article
ISSN: 0951-354X

Keywords

1 – 10 of over 8000