Moderating effect of perceived trust on service quality – student satisfaction relationship: evidence from Indian higher management education institutions

Singh, Sonali; Jasial, Sumeet Singh

doi:10.1080/08841241.2020.1825029

Cited by 34 publications

(26 citation statements)

References 102 publications

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“…This concept is explained more in expectancy theory. Customer satisfaction is used as an indicator of the success of a marketing strategy (Bressolles, Durrieu & Senecal, 2014;Kaya et al, 2019;Handoko, 2016;Singh & Jasial, 2020).…”

Section: Customer Satisfactionmentioning

confidence: 99%

“…In several previous studies it was found that trust can function as an intervening variable on the effect of servqual on customer satisfaction (Ziaullah, Feng & Akhter, 2014;Ramanathan et al, 2020). Meanwhile, in several previous studies it was also found that trust can also act as a moderating variable on the effect of servqual on customer satisfaction (Singh & Jasial, 2020;Sleimi, Karam & Qubbaj, 2018). This moderator role implies that the influence of servqual on customer satisfaction will be stronger if consumers have trust in the servqual provided by the producer.…”

Section: Introductionmentioning

confidence: 97%

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Moderating and Mediating Role of Trust on Relationship between Servqual andSatisfaction in Delivery Service

Zaid¹

2021

jefms

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This study aims to examine the trust as a moderating and mediating variable on the effect of servqual on customer satisfaction. The data in this study were collected from students of the Faculty of Economics, Halu Oleo University, Kendari City, Indonesia, totaling 127 as respondents who used delivery services to three providers, namely; Grab, Maxim, and Kukurio. The sampling technique used is purposive sampling. Data was collected using a research instrument with google form via Whatsapp. The collected data was then analyzed using Partial Least Squared (PLS) to test the research models developed in this study. The results of the study provide information that servqual has a significant effect on trust, servqual has a significant effect on customer satisfaction, and trust also has a significant effect on customer satisfaction. The test results also show that trust can strengthen the effect of servqual on customer satisfaction, and trust can also mediate the indirect effect of servqual on customer satisfaction.

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Section: Customer Satisfactionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 97%

Moderating and Mediating Role of Trust on Relationship between Servqual andSatisfaction in Delivery Service

Zaid¹

2021

jefms

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“…The bootstrapping approach thus validates our multivariate model. We further compared the beta coefficients obtained for a high and low crisis impact on each of the relationships and performed t tests for independent samples (Singh & Jasial, 2020). Figure 3 illustrates the moderation results.…”

Section: Resultsmentioning

confidence: 99%

Don’t Waste a Crisis: COVID-19 and Marketing Students’ Self-Regulated Learning in the Online Environment

Meshram

Paladino

Cotronei-Baird

2022

Journal of Marketing Education

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This research examines the extent to which a crisis situation, such as the COVID-19 pandemic, affects marketing students’ self-regulated learning (SRL) and grade expectations. Data were collected from 841 undergraduate marketing students and analyzed using the Hayes process macro to test the proposed framework. The results show direct and significant effects of SRL and its substrategies (goal setting, environmental structuring, and time management) on students’ grade expectations. However, help-seeking and self-evaluation strategies do not have a direct effect on students’ grade expectations. Instead, the analysis shows that the comparative appraisal of grades mediates these effects. In addition, crisis impact moderates the relationship of goal setting, time management, and self-evaluation with students’ grade expectations. These results advance the understanding of SRL and self-determination theory by showing how a radical disruption can transform students’ learning and, in turn, affect their perceptions of performance outcomes. This research contributes to the pandemic pedagogy by suggesting not only that marketing educators should be upskilled in the use of technology but also that they should develop curriculum design and pedagogical strategies that support SRL and work to devise appropriate curricula that help marketing students become independent learners.

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“…When lecturers can provide an optimal understanding for students, they have an important role in providing knowledge and skills. This will lead to satisfaction for students so that they enjoy learning process provides a level of satisfaction through the contribution of skills and understanding [5]. Interesting learning activities are one of the essential aspects for academic services.…”

Section: Perceived Academic Service On Student Satisfactionmentioning

confidence: 99%

Student Drop Out Risk: Does Student Satisfaction Essential?

Prihandono¹,

Wijayanto²,

Cahyaningdyah³

et al. 2023

Advances in Social Science, Education and Humanities Research

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The academic aspect of service is an essential aspect for students. The perceived academic service is related to the assessment lecturer's ability to deliver material in the learning process; therefore, students obtain knowledge under the study plan. The learning process is related to satisfaction, which is indicated through student understanding and satisfactory evaluation results. This study elaborates on the effect of perceived academic services on student satisfaction and drop out risk. The study was conducted on higher education students with a total sample of 124. The sample criteria were students in the third to fifth semester who had experienced the academic environment and had perceived to evaluate sufficiently. The results showed that the perceived academic service influence student satisfaction. Research proves that perceived academic services directly affect student drop out risk. The research indicates student satisfaction mediates partially perceived academic services toward student drop out risk. Perceived academic service is a prominent factor that determines student satisfaction. When students satisfy with academic services, it will reduce the risk of the number of Drop Outs. The student drop outs are declining due to students' evaluations meet the assessment standards. Students who have adequate evaluations will tend to graduate on time.

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Moderating effect of perceived trust on service quality – student satisfaction relationship: evidence from Indian higher management education institutions

Cited by 34 publications

References 102 publications

Moderating and Mediating Role of Trust on Relationship between Servqual andSatisfaction in Delivery Service

Moderating and Mediating Role of Trust on Relationship between Servqual andSatisfaction in Delivery Service

Don’t Waste a Crisis: COVID-19 and Marketing Students’ Self-Regulated Learning in the Online Environment

Student Drop Out Risk: Does Student Satisfaction Essential?

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