An empirical study of state university students' perceived service quality

Sumaedi, Sik; Bakti, Gede Mahatma Yuda; Metasari, Nur

doi:10.1108/09684881211219424

Cited by 63 publications

(69 citation statements)

References 38 publications

(76 reference statements)

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“…This finding is consistent with Clemes et al's (2007) empirical results that students' perceptions of the primary dimensions have a positive and significant impact on their overall perceptions of service quality. In addition, Sumaedi et al (2012) find that seven dimensions of service quality (e.g. curriculum, facilities, contact personal) have a positive impact on overall service quality in two state universities in Indonesia.…”

Section: Discussionmentioning

confidence: 94%

Understanding Chinese university students' experiences: an empirical analysis

Clemes

Cohen

Wang

2013

Asia Pacific Journal of Marketing and Logistics

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -This study aims to analyze the relationships between Chinese students' behavioral intentions, satisfaction, service quality, perceived value, and university image. A multi-level modeling approach is used to examine the relationships between these higher order constructs. In addition, service quality consists of three primary dimensions and 13 sub-dimensions. Finally, this study compares students' perceptions of the dimensions of service quality, overall perceived service quality, university image, perceived value, satisfaction and favorable behavioral intentions based on the demographic characteristics of the sample (gender, age, year of study, and major). Design/methodology/approach -The data used in this study were based on a sample of 350 students studying at a public university in China. Data was analyzed using factor analysis, regression analysis, and analysis of variance (ANOVA). Findings -The findings support using a multi-level model consisting of three primary dimensions and 13 sub-dimensions to conceptualize and measure perceived service quality. Service quality is the main determinant of satisfaction and has a significant influence on university image and perceived value. Perceived value has a significant moderating effect on the relationship between service quality and satisfaction. Satisfaction significantly influences recommending the university and future attendance. The results of this study also indicate that students' demographic characteristics (gender, age, year of study, and major) influence their perceptions of several of the constructs. Originality/value -This is the first study synthesizing behavioral intentions, satisfaction, service quality, perceived value and university image in a Chinese university setting.

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Section: Discussionmentioning

confidence: 94%

Understanding Chinese university students' experiences: an empirical analysis

Clemes

Cohen

Wang

2013

Asia Pacific Journal of Marketing and Logistics

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“…Institutional support facilities include physical facilities, information technology-related equipment and facilities, research-related services, libraries and recreational facilities (Kwek et al 2010 ;Peng and Samah 2006 ). These facilities provided a conducive environment for the cognitive and behavioural development of students and contribute towards meaningful learning outcomes (Dawson et al 2010 ;Fenandes et al 2013 ;Helgesen and Nesset 2007 ;Ginns and Ellis 2009 ;Nadiri et al 2009 ;Serenko 2011 ;Sohail and Shaikh 2004 ;Sumaedi et al 2012 ;Tam 2006 ;Teo and Soutar 2012 ).…”

Section: Institutional Support Facilitiesmentioning

confidence: 97%

Education Quality and Learning Outcomes in Higher Education Institutions in Pakistan

Khan

Usman

2015

Taylor’s 7th Teaching and Learning Conference 2014 Proceedings

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This is a causal and cross-sectional research in the area of education quality in higher education institutions (HEIs) in Pakistan. The study explored the dimensions of education quality and examined the effects of education quality and students' engagement in achieving the desirable learning outcomes in HEIs. A sample of 385 university students responded to a structured questionnaire based on variables of teaching excellence, quality of academic programmes, institutional support facilities, students' participation, faculty involvement, institutional environment, students' engagement and the learning outcomes. The hypothesized relationships were examined between education quality and learning outcomes, with students' engagement affecting as moderator between education quality and learning outcomes. Statistical tests of correlation and regression were used to analyse the data. Results showed that education quality had a signifi cant positive relationship with the learning outcomes. Further, students' engagement moderated the relationship between education quality and learning outcomes. The study provided useful insights to administrators and regulators to initiate appropriate interventions to enhance education quality and students' engagement for desirable learning outcomes in HEIs.

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“…Ti su izazovi sve veći broj privatnih visokih učilišta, studija koji su raspoloživi međunarodnim studentima, pristup studijama s bilo kojeg mjesta zahvaljujući tehnologiji, većim školarinama i drugim troškovima s kojima se suočavaju studenti te svakako potražnjom za fleksibilnim putovima učenja (Yeo, 2008;Sumaedi et al, 2012). Visokoškolske ustanove od velikog su značaja za funkcioniranje društva u cjelini.…”

Section: Uvodunclassified

Utjecaj kvalitete i zadovoljstva studenata na namjeru daljnjeg korištenja usluga visokog obrazovanja na primjeru Visoke škole eMPIRICA

Puška¹,

Berbić²,

Maksimović³

2017

oec

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During the last two decades, quality in higher education became increasingly important. The reasons for that can be observed in the development of the information society and globalization itself. By applying the Bologna Declaration to higher education an increase in student mobility occurred, together with the emergence of more private higher education institutions and the subsequent increase in competition. The aim of the paper is to analyze the relation between the quality of service in higher education, student satisfaction and the intent to further use these services by the students. The study was conducted at the College eMPIRICA by surveying a total of 95 students. By using factor analysis a grouping of statements in three factors was performed within the quality of services variable, while the proposed hypothesis were tested by applying a multiple regression analysis. It has been proved that the quality of higher education affects the satisfaction of students and furthers the intent of using these services, while the satisfaction of students is associated with the further intention of using these services. The results presented in this work provide an important insight into the understanding of quality in higher education and its impact on the satisfaction and intention of using these services by students.

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An empirical study of state university students' perceived service quality

Cited by 63 publications

References 38 publications

Understanding Chinese university students' experiences: an empirical analysis

Understanding Chinese university students' experiences: an empirical analysis

Education Quality and Learning Outcomes in Higher Education Institutions in Pakistan

Utjecaj kvalitete i zadovoljstva studenata na namjeru daljnjeg korištenja usluga visokog obrazovanja na primjeru Visoke škole eMPIRICA

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