Leadership, empowerment and customer satisfaction in teaching institutions

Arif, Seema; Ilyas, Maryam

doi:10.1108/17542731111139473

Cited by 20 publications

(13 citation statements)

References 42 publications

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“…A total of four items were adapted from Lee et al () and Wan et al () to evaluate perceived learning effectiveness. Students' loyalty was measured by their participation in eLearning activities and word of mouth using three items adapted from Arif and Ilyas () and Hassanzadeh et al ().…”

Section: Methodsmentioning

confidence: 99%

What role does knowledge quality play in online students’ satisfaction, learning and loyalty? An empirical investigation in an eLearning context

Waheed

Kaur

Kumar

2016

Computer Assisted Learning

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Quality knowledge has an impact on online students learning outcomes and loyalty. A framework that delineates the perceived eLearning knowledge quality (KQ) and its relationship with learning outcomes and loyalty is currently absent. Grounded in the KQ and information system success frameworkthis study presents the indicators of perceived eLearning knowledge quality and its influence on students' satisfaction, which further influences their learning outcome and loyalty. In order to validate the eLearning KQ instrument and proposed relationshipsdata were collected from 348 online undergraduate and postgraduate students. The results of Confirmatory Factor Analysis validate five dimensions of perceived eLearning KQcomprising Intrinsic KQ, Contextual KQ, Representational KQ, Accessible KQ and Actionable KQ. Further, the proposed relationships tested using Structural Equation Modelling demonstrated two main findings: (i) significant relationship between KQ and satisfactionimplying that students are gaining quality knowledge from eLearning content and are satisfied with it; (ii) significant relationship between satisfactionacademic performance, learning effectiveness and students' loyalty. This implies that satisfied students perceive better learning outcomes and a higher degree of loyalty towards the eLearning environment. The study contributes a causal model to encompass the distinct relationships between knowledge quality, satisfaction, learning outcomes and loyalty within an eLearning environment. Implications on eLearning delivery are also discussed.

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Section: Methodsmentioning

confidence: 99%

What role does knowledge quality play in online students’ satisfaction, learning and loyalty? An empirical investigation in an eLearning context

Waheed

Kaur

Kumar

2016

Computer Assisted Learning

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“…De hecho, este factor es percibido por los estudiantes como una de las herramientas de más vanguardia que dispone una universidad (Arif & Ilyas, 2011).…”

Section: Tecnologíaunclassified

Principales Factores Organizativos Que Influyen en La Satisfacción Estudiantil De Las Universidades

Palacio-Fierro

Chávez

Lanas

2017

EcoNeg

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ResumenLa educación no es un servicio como el que brinda un hotel de 5 estrellas, porque un estudiante no siempre logra obtener lo que él o ella quiere (usualmente buenas calificaciones), debido a que no basta solamente con ir a clases o pagar una matrícula, adicionalmente estas personas deberán dar tiempo, dedicación y esfuerzo, aspectos por el que se diferencia del resto de bienes y servicios que se ofertan. Por esta razón, entre otras, hay opiniones opuestas sobre cómo los alumnos deben ser tratados en una universidad, sin embargo, ellos siguen siendo usuarios de un servicio, por tanto, deben ser satisfechos sus requerimientos. En consecuencia, el estudiante podrá ser tratado como "cliente, consumidor o coproductor, la verdad no importa como sea llamado, siempre y cuando alguien se preocupe por ellos" (Redding, 2005). Consecuentemente, el objetivo general de este estudio es el de realizar un análisis de los principales factores que influyan en la satisfacción de los estudiantes, con el propósito de contribuir al conocimiento que las universidades deberían tener sobre ellos. Para lo cual el alcance de la investigación se centra sólo en los factores más controlables por una universidad, a través de una revisión documental en la que se analizó una gran cantidad de aportes realizados sobre la satisfacción estudiantil por investigadores a nivel global, con el fin de alcanzar un estudio incluyente con carácter internacional. Palabras claveSatisfacción de los estudiantes, calidad en la enseñanza, personal de contacto universitario, servicio a los estudiantes, instalaciones universitarias. AbstractEducation is not a 5-star hotel service because a student is not always able to get what he or she wants (usually good grades) because it is not enough just to go to class or pay a tuition, additionally, these people must give time, dedication and effort, aspects by which it differs from the rest of goods and services that are offered. For this reason, among others, there are opposing opinions about how students should be treated in a university, however, they are still users of a service, therefore, their requirements must be met. Consequently, the student can be

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“…The study relates customer satisfaction to leaders' use of their cognitive resources, leadership styles and their relationship. Research findings suggest that dissatisfaction with technology integrated services is more frustrating than unavailability of the technology (Arif, 2011).…”

Section: Introduction Background/ Objectives and Goalsmentioning

confidence: 96%

Mining Rating of University Performance in Academic Programs and Services

al.¹

2017

IJCSEITR

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Measuring service quality is a marketing trend that is gradually proving its worth in academic institutions. This study contributes to the growing body of knowledge on service quality measures in higher education (Aldridge, 1998). The purpose of this study is to identify the rating of the services of a select university. This study attempts to determine the ratings of students with regard to their level of satisfaction on a select university's academic programs, support services, and on facilities and laboratories starting from AY 2010-2011 up to AY 2014-2015. It also aims to compare evaluation results for five (5) consecutive academic years. It also intends to recommend improvements on the policy on the deployment of program evaluation and student services. The ratings for five consecutive academic years:

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Leadership, empowerment and customer satisfaction in teaching institutions

Cited by 20 publications

References 42 publications

What role does knowledge quality play in online students’ satisfaction, learning and loyalty? An empirical investigation in an eLearning context

What role does knowledge quality play in online students’ satisfaction, learning and loyalty? An empirical investigation in an eLearning context

Principales Factores Organizativos Que Influyen en La Satisfacción Estudiantil De Las Universidades

Mining Rating of University Performance in Academic Programs and Services

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