The impact of the education services quality on students' satisfaction: an empirical study at the business schools in Jordan

Al-Haddad, Shafig; Taleb, Rand Abu; Badran, Shahed

doi:10.1504/ijbex.2018.089799

Cited by 10 publications

(8 citation statements)

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“…Conversely, a study focused on investigating student satisfaction with the service quality of libraries in private universities which was conducted in Nigeria, revealed that perceptual scores linked to assurance were higher than those of the other service quality dimensions [58]. Relying on responses obtained from students in business schools in Jordan, Al-Haddad, Taleb and Badran [59] found that assurance has a statistically significant association with student satisfaction. Though student perceptions of the degree of assurance provided in their institutions are expectedly different, this study, influenced by the results of the study by Al-Haddad et al [59] opts to project that in small private colleges in South Africa: Hypothesis 4 (H4).…”

Section: Service Quality Student Satisfaction and Retentionmentioning

confidence: 99%

“…Relying on responses obtained from students in business schools in Jordan, Al-Haddad, Taleb and Badran [59] found that assurance has a statistically significant association with student satisfaction. Though student perceptions of the degree of assurance provided in their institutions are expectedly different, this study, influenced by the results of the study by Al-Haddad et al [59] opts to project that in small private colleges in South Africa: Hypothesis 4 (H4). Students' perceptions of assurance are positively related to student satisfaction.…”

Section: Service Quality Student Satisfaction and Retentionmentioning

confidence: 99%

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The Nexus of Service Quality, Student Satisfaction and Student Retention in Small Private Colleges in South Africa

2020

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Small private colleges provide an important service to society while operating in a dynamic and competitive environment. The inability to operate in a manner that delivers desirable levels of satisfaction to students can prove fatal, more so given the relatively small size of their student populations. So, for these colleges, student retention is a critical condiment of business success and so the pursuit of service quality becomes amplified. In acknowledgement of the subjective nature of service quality that makes service quality studies very context specific, this empirical study takes a quantitative research approach to investigate the extent of association, if any, between service quality dimensions, student satisfaction and student retention in the specific context of small private colleges in South Africa. Study findings indicate the existence of statistically-significant positive (though moderate) associations between dimensions of service quality and student satisfaction as well as between student satisfaction and student retention. Though results ought not to be generalized, the study’s findings nonetheless, bode useful lessons for small private colleges, if the quest for improved business performance, based on student retention, is to be realized.

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Section: Service Quality Student Satisfaction and Retentionmentioning

confidence: 99%

Section: Service Quality Student Satisfaction and Retentionmentioning

confidence: 99%

The Nexus of Service Quality, Student Satisfaction and Student Retention in Small Private Colleges in South Africa

2020

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“…, 2015). Higher education institutions worldwide, particularly those that provide open and distance learning (ODL), are rethinking how they should fulfill the requirements of their learners and developing effective strategies in the global marketplace (Al-Haddad et al. , 2018).…”

Section: Introductionmentioning

confidence: 99%

Important factors in measuring learners' satisfaction and continuance intention in open and distance learning (ODL) institutions

Masrani,

Mohd Amin,

Sivakumaran

et al. 2023

HESWBL

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PurposeThe aim of this study is to explore and establish the relationships between justice dimensions, expectation-confirmation model (ECM) and continuance intention and also to examine the mediating effect of learners’ satisfaction and perceived usefulness toward continuance intentions of the university learning management system (LMS) within open and distance learning (ODL) context.Design/methodology/approachA cross-sectional research design was used, and the data were collected from a sample of 366 respondents utilizing the online survey questionnaire approach. Hypotheses were tested using the partial least square (PLS) SEM technique.FindingsThe findings reveal that justice dimensions (distributive, procedural, interpersonal and informational justice) have a significant relationship with learners’ satisfaction. Performance confirmation have significant relationship with learners’ satisfaction and perceived usefulness. Perceived usefulness has a direct significant relationship toward learners’ satisfaction, and learners’ satisfaction has a direct significant relationship toward continuance intention. For mediation analysis, learners’ satisfaction was found to have a mediation effect in the relationship between the justice dimensions and continuance intention. Learners’ satisfaction was also found to have a mediation effect on the relationship between performance conformation and continuance intention. However, learners’ satisfaction was found not to have a mediation effect on the relationship between perceived usefulness and continuance intention, and perceived usefulness does not have a mediation effect in the relationship of performance confirmation and learners’ satisfaction.Originality/valueThis study advances knowledge and provides valuable insights to practitioners and academic scholars to have a better understanding of the effective attributes of the university LMS, and also to maximize the revenues and the sustainability of the institutions in long term, especially in the 21st century.

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“…The existing literature on lean in higher education institutions (HEIs) has focused primarily on the following three areas: the need, challenges and critical success factors for implementing lean at HEIs (Antony, 2014(Antony, , 2015Balzer et al, 2015Balzer et al, , 2016Barton and Yazdani, 2013;Bateman et al, 2014;Francis, 2014;Svensson et al, 2015), integrating lean in curriculum development and assessment (Bargerstock and Richards, 2015;Dey, 2007;El-Sayed et al, 2011;Emiliani, 2004Emiliani, , 2005Lima et al, 2017;Lorenzetti, 2014;McCrum, 2016;Tatikonda, 2007;Thomas et al, 2017;Warnock and Mohammadi-Aragh, 2016) and cases studies and examples of HEIs that have implemented lean and related philosophies to improve their operational processes in terms of waste reduction, quality and flexibility (Al-Haddad et al, 2018;Buster-Williams, 2009;Comm and Mathaisel, 2005;Doman, 2011;Fisher et al, 2011;Höfer and Naeve, 2017;Krehbiel et al, 2015;Odero, 2017;Pedersen et al, 2015;Thomas et al, 2015;Waterbury, 2015;Raissi, 2018). Several researchers (Balzer et al, 2016;Odero, 2017;Stone, 2012), through an extensive review of the literature, provide an excellent meta-analysis that highlights the major contributions of research of the literature on lean in HEIs.…”

Section: Introductionmentioning

confidence: 99%

The adoption of lean principles and practices: transforming human resources delivery system model

Mundth

Mothersell

Motwani³

et al. 2020

IJBEX

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The use and application of lean has continued to diffuse across industrial sectors and in the past decades has begun to attract increased interest in the public sectors in general and in higher education institutions in particular. This paper is a case study of the adaptation of lean principles and practices to drive improvement efforts in an HR function at a large public university. The study identifies how HR was able to successfully adapt lean principles and practices to improve organisational processes and systems.

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The impact of the education services quality on students' satisfaction: an empirical study at the business schools in Jordan

Cited by 10 publications

References 0 publications

The Nexus of Service Quality, Student Satisfaction and Student Retention in Small Private Colleges in South Africa

The Nexus of Service Quality, Student Satisfaction and Student Retention in Small Private Colleges in South Africa

Important factors in measuring learners' satisfaction and continuance intention in open and distance learning (ODL) institutions

The adoption of lean principles and practices: transforming human resources delivery system model

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