Higher Education Quality and Student Satisfaction Nexus: Evidence from Zambia

Mwiya, Bruce; Bwalya, Justice; Siachinji, Beenzu; Sikombe, Shem; Chanda, Hillary; Chawala, Moffat

doi:10.4236/ce.2017.87076

Cited by 36 publications

(48 citation statements)

References 52 publications

(95 reference statements)

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“…Based on the Statistical Package for Social Sciences (SPSS) data analyses, Table 1 shows the profile of the respondents with an average age of 22.92, and this is typical of undergraduate final year students in Zambian universities [11] [72]. To take into account potential gender differences in entrepreneurial intentions [22] [73], 57.9% of the sample represented male students and the rest female students (42.1%).…”

Section: Methods and Measurementmentioning

confidence: 99%

Predicting the Entrepreneurial Intentions of University Students: Applying the Theory of Planned Behaviour in Zambia, Africa

Mwiya¹,

Wang²,

Shikaputo³

et al. 2017

OJBM

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The current paper contributes to the entrepreneurial intention (EI) literature by applying the theory of planned behaviour (TPB) in a developing African country with unique socio-economic and cultural context. Thus it examines the influence of social norms, personal attitudes and perceived behavioural control on business start-up intentions. Based on a quantitative approach, primary survey data were collected from 306 final year undergraduate students at a public university. The data were analyzed using correlation and hierarchical regression techniques. Controlling for age, gender and field of study, the findings indicate that each of the attitudinal antecedents is significantly positively related to EI, with an overall R 2 = 0.543. For scholars, enterprise support practitioners and policy makers, the study shows that the TPB can be used to understand how to promote business start-up in developing countries with socio-economic and cultural contexts which are mostly different from developed countries where the subject is heavily researched. Specifically, mechanisms to develop entrepreneurial capabilities among citizens, improve societal norms and individual attitudes toward entrepreneurship would significantly promote entrepreneurship. The study also makes a valuable contribution to the under-researched context of Zambia and African entrepreneurship.

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Section: Methods and Measurementmentioning

confidence: 99%

Predicting the Entrepreneurial Intentions of University Students: Applying the Theory of Planned Behaviour in Zambia, Africa

Mwiya¹,

Wang²,

Shikaputo³

et al. 2017

OJBM

Self Cite

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show abstract

“…According to Saravanan [1] factors that can increase the satisfaction level of customers are knowledgeable employees, friendly employees, helpful employees, better service quality and quick service. Mwiya et al, [13] recommended that quick and timely response of the employees can increase the level of customers' satisfaction. Jiewanto et al, found that employees' knowledge and courtesy can inspire trust and confidence of the student's which has a significant effect on level of satisfaction.…”

Section: Evaluation Of Service Quality and Student's Satisfactionmentioning

confidence: 99%

Service Quality the Road Ahead for Student's Satisfaction

Muhammad¹,

Kakakhel²,

Baloch³

et al. 2018

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The basic purpose of the current study was to investigate the relationship between service quality and student's satisfaction using HEdPERF model. The present study selected 384 respondents from 28 universities of Khyber Pakhunkhwa (Pakistan) using proportionate stratified random sampling method. The data was analysed with the help of SPSS and AMOS to measure service quality and student's satisfaction in higher education industry. The Factor Analysis and Parallel Analysis were also applied for purification of the data. The Structural Equation Modelling was used for the acceptance and rejection of hypotheses. The model fit indices GFI, CFI, RMSEA and SRMR were also applied. Findings of the study reveal that among five dimensions of service quality academic aspects ranked as the most important dimension of service quality.

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“…Assessment of factors which affect Student Satisfaction upon Service Delivery in the newly established universities in Sri Lanka (Wijesiri, 2016). In Zambia, in higher education, service quality performance dimensions (tangibility, reliability, responsiveness, empathy and assurance) are positively significant with overall customer satisfaction (Mwiya, et al, 2017).…”

Section: Student Satisfactionmentioning

confidence: 97%

PLS-SEM Based Analysis of Service Quality and Satisfaction in Open Distance Learning in Sri Lanka

Perera¹,

Johar²,

Kathibi³

et al. 2017

IJBM

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Students' Perceived Service Quality (SPSQ) and Students' Satisfaction (SSAT) in Open Distance Learning (ODL) are renowned features in Higher Education (HE) field in the present-day. The vast number of research studies have addressed diverse types of variables on different grounds. The ODL students are from various family backgrounds such as cultural, social, technological skill levels, and most importantly defer from basic educational entry qualifications. This must cognize how the HE institutions are able to offer their diversified services together with quality enhanced features to enjoy a competitive edge from the student's satisfaction point of view. The number of students completing the course, or graduates passing out are diminishing when compared with the increase in number of registered student's year on year. Most of the universities and HE institutions have faced student persistence and attrition problems and rush to find solutions with the concepts of service quality and satisfaction. The purpose of this study is mainly based on finding out the significant factors affecting the SPSQ and SSAT. This study will address the modified SERVQUAL constructs in relation to the SPSQ and SSAT. The independent variables were Assurance, Empathy, Responsiveness, Reliability, and Website Content and the dependent variables were the Students' Perceived Service Quality and Satisfaction in ODL in the OUSL. Data was collected by using a self-administered questionnaire from 760 undergraduate students of the Open University of Sri Lanka (OUSL) covering six main regional centers island wide. The OUSL is the unique university operating under the ODL system in Sri Lanka. The analysis was based on descriptive and inferential statistics. The significant relationships are revealed between the SPSQ and Reliability, Responsiveness and Website Content. The other significant relationships are SSAT with Reliability and Website Content and the relationship between SPSQ and SSAT. The R 2 for the SPSQ is 0.244 (24%) and SSAT is 0.549 (55%). The same research could be recommended as a future research with more service quality variables, and in regional centers as a longitudinal data collection method to understand more about service quality and satisfaction which influence student retention and completion.

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Higher Education Quality and Student Satisfaction Nexus: Evidence from Zambia

Cited by 36 publications

References 52 publications

Predicting the Entrepreneurial Intentions of University Students: Applying the Theory of Planned Behaviour in Zambia, Africa

Predicting the Entrepreneurial Intentions of University Students: Applying the Theory of Planned Behaviour in Zambia, Africa

Service Quality the Road Ahead for Student's Satisfaction

PLS-SEM Based Analysis of Service Quality and Satisfaction in Open Distance Learning in Sri Lanka

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