Using servicescape to manage student commitment towards a higher education institution

Theron, Edwin; Pelser, Almeri

doi:10.20853/31-5-1506

Cited by 5 publications

(4 citation statements)

References 56 publications

(72 reference statements)

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“…It has been identified as one of the drivers of customer behaviour and their behavioural intentions (Wong et al , 2016; Duvall and Schwartz, 2000; Hakim and Deswindi, 2015). The impact of the concept in the education context is yet to be explored (Theron and Pelser, 2017). Particularly, in the DE context, studies have narrowed their focus towards the learning management system (LMS), evaluation of LMS quality, student perception on LMS, role of the instructor in LMS and impact of LMS on student intentions and behaviours (Burch et al , 2017; Preiser-Houy and Russel, 2011).…”

Section: Introductionmentioning

confidence: 99%

Impact of e-servicescapes on student engagement: mediating impact of experience quality

Dassanayake

Senevirathne

2018

AAOUJ

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Purpose The purpose of this paper is to investigate the impact of design of e-servicescapes on student engagement in distance education (DE), and examine whether this impact is mediated by student experience quality. Design/methodology/approach Quantitative research approach based on cross-sectional survey design was adapted where data were collected using a structured questionnaire. Sample consisted of 252 undergraduates registered in the DE platform in Sri Lanka and was drawn using a simple random sampling technique. Collected data were analysed using the structural equation modelling. Findings Data analysis revealed that there is a direct significant impact of e-servicescapes on student engagement while this impact is partially mediated by student experience quality in the Sri Lankan context. Meantime, the social presence feature of e-servicescapes has the highest impact on student engagement. Practical implications Findings of the study provide an empirically validated model to boost up the student engagement and significantly contribute to the designing of the e-servicescapes of the DE institutes in order to offer a superior service to a wide array of stakeholders. Originality/value Even though e-servicescapes have been recognised as a driver of customer behaviour, the concept is fairly unexplored in the educational context. Due to its practical applicability in the DE context, this study contributes to the existing knowledge by presenting a novel conceptual model developed based on multiple theories to identify its impact on student behaviour.

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Section: Introductionmentioning

confidence: 99%

Impact of e-servicescapes on student engagement: mediating impact of experience quality

Dassanayake

Senevirathne

2018

AAOUJ

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“…This conclusion is in line with the conclusion by Hussainy, et.al. (2017) and Theron ((2017). Servicescape university has a significant effect on student loyalty but not significantly.…”

Section: Discussionmentioning

confidence: 92%

Antecedents of Student Loyalty Within Universities in North Sumatra Province, Indonesia

Mulyono¹

2020

JAFEB

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The purpose of this study was to analyze the antecedents of student loyalty which included Servicescape University, relationship quality, university image, and student satisfaction. The research was conducted in three universities with Islamic atmosphere under Al Washliyah Foundation in Medan, North Sumatra Province, Indonesia. Data analysis in this study includes descriptive analysis and Structural Equation Modeling (SEM). The results showed that: (1) Servicescape university influences university image, student satisfaction, but does not influence student loyalty; (2) Servicescape university through university image influences student loyalty, (3) Servicescape university through student satisfaction influences student loyalty, (4) Relationship quality influences university image, satisfaction Students, but does not influence student loyalty, (5) Relationship quality through university image influences student loyalty, (6) Relationship quality through student satisfaction influences student loyalty, (7) University image influences student loyalty, and (8). Student satisfaction influences student royalty. The findings of this study suggest that the antecedent of student loyalty in universities with Islamic atmosphere which was examined in this research includes four factors: Servicescape university, quality relationship, university image, and students' satisfaction.

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“…The concept of servicescape has secured its place in services marketing. Although prevailing theoretical streams tend to focus on physical dimension of servicescape [16][17][18][19][20] or see social servicescape as a complement to physical servicescape [21][22][23], more recent studies have provided evidence that social servicescape factors are fundamental in determining customer satisfaction [24].…”

Section: Social Servicescape and Its Implications On Customer Satisfactionmentioning

confidence: 99%

The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States

Morkūnas

Rudienė

2020

Journal of Open Innovation: Technology, Market, and Complexity

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The present paper studies the importance of social servicescape factors to customer satisfaction in middle-priced restaurant services. This paper fills the existing literature gap on the importance of social servicescape factors onto customers’ satisfaction in middle-priced services. A survey of 514 respondents from three capitals of the Baltic States was conducted for the purpose of the present study. Descriptive statistics together with an independent samples t-test and partial least squares path analysis were employed for data processing. The results obtained confirmed the hypothesis about the importance of social servicescape attributes to customer satisfaction. The study also highlighted the difference in gender attitudes towards intangible aspects of service delivery. The research confirmed the existence of a relationship between customer satisfaction and repurchase intentions, although to a lesser extent than could have been anticipated from the literature review. The findings of the study covered by the present paper allow us to position middle-priced restaurants closer to luxury ones compared to casual restaurants

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Using servicescape to manage student commitment towards a higher education institution

Cited by 5 publications

References 56 publications

Impact of e-servicescapes on student engagement: mediating impact of experience quality

Impact of e-servicescapes on student engagement: mediating impact of experience quality

Antecedents of Student Loyalty Within Universities in North Sumatra Province, Indonesia

The Impact of Social Servicescape Factors on Customers’ Satisfaction and Repurchase Intentions in Mid-Range Restaurants in Baltic States

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