Showing papers in "International Journal of Educational Management in 2014"
TL;DR: In this article, the authors investigate factors affecting knowledge sharing among academic staff in universities, using the theory of reasoned action (TRA) as the underlying research framework, and examine the relationship between attitude, subjective norm, and trust with knowledge sharing intention.
Abstract: Purpose – The purpose of this paper is to investigate factors affecting knowledge sharing among academic staff in universities. Utilizing the theory of reasoned action (TRA) as the underlying research framework, the main objective of this study was threefold. First, was to examine the relationship between attitude, subjective norm, and trust with knowledge sharing intention. Second, was to examine the relationship among factors, i.e., self-efficacy, social networks and extrinsic rewards with attitude toward knowledge sharing intention and the third objective was to find out the relationship between organizational support and subjective norm. Design/methodology/approach – A total of 200 questionnaires were distributed among academic staff at three social science faculties in one public university in Malaysia. Collectively, 117 usable responses were returned. Partial Least Square analysis was utilized to analyze the data. Findings – The results indicated that of the two components of the TRA, only attitude ...
130 citations
TL;DR: This paper examined the role of teaching self-efficacy, perceived stress, self-esteem, and demographic characteristics (age, gender, education, and years of teaching experience) in predicting job satisfaction within a sample of 121 Irish primary school teachers.
Abstract: Purpose – The purpose of this paper is to examine the role of teaching self-efficacy, perceived stress, self-esteem, and demographic characteristics (age, gender, education, and years of teaching experience) in predicting job satisfaction within a sample of 121 Irish primary school teachers. Design/methodology/approach – Survey data were collected from teachers from eight primary schools. Hypotheses were tested using a comparison of means, correlations, and multiple regression. Findings – Results indicated that the predictor variables accounted for 22 per cent of variance in teachers’ job satisfaction. However, only perceived stress was found to explain unique predictive variance, with high levels of occupations stress related to low levels of job satisfaction. Practical implications – Perceived stress should be targeted in efforts to improve teachers’ job satisfaction. Originality/value – The results make an additional contribution to the literature by providing important information on the factors contr...
102 citations
TL;DR: In this article, the authors examined four case studies from the International Successful School Principalship Project to explore and highlight how the role of the principal is critically important to sustaining school success.
Abstract: Purpose – The purpose of this paper is to examine four case studies from the International Successful School Principalship Project to explore and highlight how the role of the principal is critically important to sustaining school success. Implications for improving the preparation of aspiring and practicing school leaders are discussed. Design/methodology/approach – Data were collected using multiple sources, including documents and interviews with a variety of people including the principal, other school leaders, teachers, school council/board members, parents and students. Each case study was analyzed to understand how the principal and other leadership contributed to school success. Findings – There were several core dimensions of the principals’ leadership that led to sustained school success. Principals clearly articulated views on education and helped their schools set appropriate directions. They were all concerned with the professional development of teachers to build capacity and teacher leaders...
75 citations
TL;DR: In this paper, the relevance of the learning organization idea to higher educational institutions (HEIs) is examined systematically and reflectively from three ideal-typical stakeholder perspectives: the managerial perspective, the employee perspective and the societal perspective.
Abstract: Purpose – The purpose of this paper is to examine systematically and reflectively the relevance of four different aspects/types of the learning organization idea to higher educational institutions (HEIs), from three ideal-typical stakeholder perspectives: the managerial perspective, the employee perspective and the societal perspective. Design/methodology/approach – Literature review of 73 prior works on the relevance of the learning organization idea to HEIs, and a systematic examination from different stakeholder perspectives, i.e. an examination based on a “multi-stakeholder contingency approach.” Findings – The learning organization idea needs to be reformulated to some extent to become fully relevant to HEIs. Research limitations/implications – The “multi-stakeholder contingency approach” can be used advantageously in any contextualization study of the learning organization idea as well as in contextualizing any other fashionable management idea. Practical implications – The learning organization ide...
71 citations
TL;DR: In this article, the authors present a framework and scale measurements of university brand equity and its dimensions to identify the core and supporting value-creation factors for higher education, using the concept of brand equity as a foundation of understanding.
Abstract: Purpose – In today's complex and highly competitive marketplace, universities and colleges, realizing a need to develop sustainable strategies, have turned to branding as a solution. However, because of unique service characteristics, universities’ branding attempts may not always result in success. The purpose of this paper, utilizing the concept of brand equity as a foundation of understanding, is to present a framework and scale measurements of university brand equity and its dimensions. Design/methodology/approach – Because no prior measurement scales for university branding have existed, the scale measures for this study are compiled from the literature on brand equity measurements identifying the core and supporting value-creation factors for higher education. For this exploratory study, several pretests and exploratory factor analyses were conducted to ensure that the scale items are comprehensible and clearly measure the intended constructs. Students are considered as the target population for thi...
70 citations
TL;DR: In this paper, a model of student loyalty with graduate online programs utilizing relationship marketing theory elements was developed to investigate the relationships between factors that may lead to customer loyalty in online educational organizations.
Abstract: Purpose – In this paper, a model of student loyalty with graduate online programs utilizing relationship marketing theory elements was developed. The relationships between service quality, commitment and satisfaction, reputation and ultimately loyalty were explored. The purpose of this paper is to investigate the relationships between factors that may lead to customer loyalty in online educational organizations. Design/methodology/approach – Case study/quantitative methods were used. Findings – This research assessed customer loyalty intentions by examining the service quality, commitment, satisfaction, and reputation of online students in master's level online programs. Originality value – The relationship between service quality, commitment, satisfaction, reputation, and loyalty have not been adequately investigated in online master's programs.
54 citations
TL;DR: In this article, the authors examine students' beliefs regarding outcomes of the adoption of the student-as-customer concept and the interaction effects of these outcomes and the social influence on students' attitudes toward acceptance of the Student-As-Customer concept and their intentions to study at universities adopting this concept.
Abstract: Purpose – Competitive pressure and declining incomes in higher education have propelled many universities to increase the number of students admitted as a means of increasing their income, while the admitted students are regarded as “customers.” The purpose of this paper is to examine students’ beliefs regarding outcomes of the adoption of the student-as-customer concept and the interaction effects of these outcomes and the social influence on students’ attitudes toward acceptance of the student-as-customer concept and their intentions to study at universities adopting this concept. Design/methodology/approach – The conceptual model was developed to investigate the interaction effects of the five outcomes of the student-as-customer concept's adoption – the universities’ aim toward student satisfaction, the instructors’ neglect of teaching, the impairment of instructor-student relationship, the ease of course achievement, and the improvement of universities’ service quality and social influence on the stud...
51 citations
TL;DR: In this paper, the authors identify the factors affecting quality of management education in India and explain their nature, significance and mutual influences using interpretive structural modelling (ISM), and validate these factors through questionnaires administered electronically and personally to 220 master of business administration students and alumni.
Abstract: Purpose – The purpose and value of management education was always under the critics’ scanner but the proliferation of institutes impelled a serious debate on its quality. The purpose of this paper is to identify the factors affecting quality of management education in India and explains their nature, significance and mutual influences using interpretive structural modelling (ISM). Design/methodology/approach – The factors were listed through literature review. They were then validated by empirical research conducted through questionnaires administered electronically and personally to 220 master of business administration students and alumni. On 13 such factors finalised, a qualitative and interpretive tool, ISM was applied. Findings – Leadership emerged as the most important factor followed by organisational structure and practices. Interrelations otherwise not easily observable established their prominence. An important fact that evolved is that almost all the factors have strong interdependence and hav...
44 citations
TL;DR: This paper examined the effects of brand identification, or the defining of the self through association with an organization, on alumni supportive behaviors and found that brand identification correlated with choice to donate, increased donation dollar amount, and the number of donations.
Abstract: Purpose – As colleges and universities face the shifts of decreasing government funds, increased operating costs, and waning alumni financial support, institutions are now plunging themselves into practices traditionally associated with the business sector. Practices like branding are now being used as a mechanism to increase engagement of alumni and potential donors. The purpose of this paper is to examine the effects of brand identification, or the defining of the self through association with an organization, on alumni supportive behaviors. Design/methodology/approach – The researchers surveyed alumni of a mid-sized state-run university in the mid-Atlantic region of the USA to see if identification affected donation behaviors such as choice to donate, total dollar amount donated, and the number of times donated. Findings – The survey findings showed that brand identification correlated with choice to donate, increased donation dollar amount, and the number of donations. Findings also suggested that int...
41 citations
TL;DR: In this article, the authors explore the dilemmas that challenge reputation management in the context of higher education (HE) and demonstrate how the dilemma-reconciliation method can be used to enhance reputation management.
Abstract: Purpose – The purpose of this paper is to explore the dilemmas that challenge reputation management in the context of higher education (HE). Design/methodology/approach – The paper introduces one Finnish multidisciplinary master's degree programme as a case in point. The empirical data comprises a student survey and semi-structured interviews with internal and external stakeholders whose work relates to the master's degree programme in question. Findings – The findings identify different types of dilemmas arising from collaboration between stakeholders of HE. Practical implications – The paper demonstrates how the dilemma-reconciliation method can be used to enhance reputation management in HE. Originality/value – The novelty of the paper is in applying dilemma theory (Hampden-Turner and Trompenaars, 2000) in parallel with reputation theories. Dilemma theory attributes reputation risks to conflicting aims.
34 citations
TL;DR: In this article, the authors contribute experience of and ideas for transformational leadership, not only for the principal who wants to improve leadership himself or herself, but also for the school at critical periods of improvement, through summarizing the forming process and problems during the course, and key factors that affect the course.
Abstract: Purpose – The purpose of this paper is to contribute experience of and ideas for transformational leadership, not only for the principal who wants to improve leadership himself or herself, but also for the school at critical periods of improvement, through summarizing the forming process and problems during the course, and key factors that affect the course. Design/methodology/approach – Using the case study method, the paper draws some conclusions from the improvement of principal leadership skills, by choosing two typical cases that show transformational leadership of principals in primary schools, and rethinking the practice of school improvement profoundly. Findings – There were three periods: embryonic stage, basically forming stage and mature stage. Discovering problems, understanding the relationship between the problems and finding solutions are the major considerations in the process. The transformational leadership skills of a principal can be seen in forming ideas, building a shared vision, pow...
TL;DR: In this article, the authors investigate students' perceptions of the challenges that they face and the factors that facilitate and impede teaching and learning within the context of transformation at the University of the Witwatersrand.
Abstract: Purpose – The purpose of this paper is to investigate students’ perceptions of the challenges that they face and the factors that facilitate and impede teaching and learning within the context of transformation at the University of the Witwatersrand. The paper also explores students’ perceptions of transformation directly and their ideas related to facilitating this process. The authors reflect briefly on colonialism and apartheid in South Africa and the state of higher education after 18 years of democracy. Design/methodology/approach – A qualitative, explorative, descriptive survey research design was employed to gain a deeper understanding of how students experience living, learning and teaching in higher education. A sample of 194 students with a mean age of 22.40 participated in the study. Findings – The results revealed positive facilitative factors such as quality of teaching, social support, material resources and practical/clinical training; as well as negative hindering factors that included hig...
TL;DR: In this article, the authors investigate Arab deputy-principals' perceptions of their role in Arab schools in Israel, relating to their expectations regarding principal-deputy relations and their aspirations for promotion.
Abstract: Purpose – The purpose of this paper is to investigate Arab deputy-principals’ perceptions of their role in Arab schools in Israel, relating to their expectations regarding principal-deputy relations and their aspirations for promotion. Design/methodology/approach – A two-stage qualitative study included an open-ended questionnaire completed by 27 Arab deputy-principals, studying in a deputy-principals’ training program for the “New Horizons” reform. The questionnaire related to their perceptions of their professional role. Data from the open questionnaires were supplemented by data from in-depth semi-structured interviews conducted with eight of the deputy-principals. Findings – The deputy-principals perceived their role as arduous and complex, indicating that this was the result of vague role definitions. They mostly dealt with administration though they longed to devote themselves to pedagogy, shaping education policy and the school vision. Most did not aspire to attain principalship. Practical implicat...
TL;DR: In this article, the authors explore how school leaders in one city in South China perceive their roles and actions in fostering successful change and employ an extensive literature review with qualitative interviews of five school principals who had demonstrated success at leading change in their schools.
Abstract: Purpose – Like other nations in Asia, mainland China has undergone continuous reforms in its economic, political and social institutions over the past two decades. These changes are also reflected in its education system, which has been both the target of government reforms and an agent for social change. In this context, China's Ministry of Education has cast school principals as key actors in leading and managing change in schools at the local level throughout the country. The purpose of this paper is to explore how Chinese school leaders successfully respond to the implementation of educational reform. Design/methodology/approach – In this paper the authors explore how school leaders in one city in South China perceive their roles and actions in fostering successful change. The study employed extensive literature review with qualitative interviews of five school principals who had demonstrated success at leading change in their schools. Findings – The findings of both the literature review and intervie...
TL;DR: In this article, the authors examined research and commentary on the impact of world university rankings on universities in East Asia, and explored options for leading universities in a more meaningful direction in the region.
Abstract: Purpose – The region's universities are “riding a tiger” of university rankings in East Asian higher education, in a race to gain in the list of the world's top 100 universities. While this race impacts universities throughout the world, it takes on particular importance in East Asia due to the stage of university development and the needs of regional societies. The purposes of this paper are to: To examine the emergent global emphasis on world university ranking as a driver of change in higher education, To discuss how the world university rankings are impacting East Asian universities, To assess consequences for higher education in the region, To explore options for leading universities in a more meaningful direction in East Asia. Design/methodology/approach – This paper examines research and commentary on the impact of world university rankings on universities in East Asia. Findings – This paper proposes that the world university rankings have, over a relatively short period of time, had unanticipated ...
TL;DR: A procedure is proposed to calculate “adjusted” efficiency measures – which take in the role of external variables – in order to assess the “pure” management efficiency of each school, and so to avoid confusing the institution's performance with the aspects relating to its background.
Abstract: Purpose – The purpose of this paper is to suggest a methodology to calculate efficiency scores for a sample of Italian primary and middle schools. The main aim is to relate these measures of efficiency to a set of “external” factors that can affect schools’ performance, such as the average socio-economic background of their students, their location in an urban/non urban setting, etc. After presenting this analysis, the paper proposes a procedure to calculate “adjusted” efficiency measures – which take in the role of external variables – in order to assess the “pure” management efficiency of each school, and so to avoid confusing the institution's performance with the aspects relating to its background. Design/methodology/approach – Efficiency is defined in its technical sense that is, the ability to transform inputs (financial and human resources) into outputs (results achieved by students in standardized test scores). A two-stage quantitative procedure was used to investigate “managerial” efficiency, so ...
TL;DR: In this article, the main task of every school is to contribute to student learning and achievement, and the main focus of evaluation and comparison has focussed on the achievement of students.
Abstract: Purpose– The main task of every school is to contribute to student learning and achievement. In the twenty-first century, national and international evaluations and comparisons have focussed on mea ...
TL;DR: In this article, the impact of organizational (institutional) support on teachers' responsive behavior and ultimately outcomes of responsiveness in form of students' satisfaction and academic performance was investigated. But, the authors did not consider the effect of organizational support on students' academic performance.
Abstract: Purpose – Applying the social exchange theory at educational institution, this research endeavor is aimed to find out impact of organizational (institutional) support on teachers’ responsive behavior, and ultimately outcomes of responsiveness in form of students’ satisfaction and academic performance. Design/methodology/approach – This study was conducted on 20 teachers and 353 students, from the biggest public sector University of Pakistan. These teachers and students belong to ten faculties. A questionnaire was used to elicit response of both the respondent groups. Findings – Findings of the study reveal that provision of supportive environment (high perceived organizational/institutional support) positively influences teachers and they respond well toward the needs of students. This responsive behavior increases both satisfaction and academic performance of students. Originality/value – This research highlights the role of educational institutions in improving the quality of their product (students).
TL;DR: In this paper, a case study approach is used for the research, which is grounded in the relevant literature, to investigate sustainable development issues in the context of a Swedish business school (university level).
Abstract: Purpose – The purpose of this paper is to account for, and conceptualize, the internal and external forces that influence higher education business schools as they strive to integrate sustainability issues into their curricula in the effort to achieve a more sustainable (yet capitalist) world. Design/methodology/approach – A case study approach is used for the research, which is grounded in the relevant literature, to investigate sustainable development issues in the context of a Swedish business school (university level). The empirical data consists of a review of internal documents plus e-mail surveys and interviews and discussion seminars with university teachers/researchers and key administrators. Findings – Two tentative models are presented that map the various internal and external forces behind business schools’ curriculum change. One important finding describes how supply and demand influences business schools and recruiters of business students. Research limitations/implications – Because this r...
TL;DR: In this paper, the authors analyse the superintendent position, its relation to the local political system and the function as superior of principals in the school district in order to analyze the role of the superintendent.
Abstract: PurposeThe purpose of this paper is to analyse the superintendent position, its relation to the local political system and the function as superior of principals in the school district in order to ...
TL;DR: In this paper, the authors investigate whether school autonomy needs deregulation, or regulation towards autonomy, respectively, based on a survey among Cypriot school leaders, using a factor model followed by a cluster analysis.
Abstract: Purpose – Although policy makers strengthen the necessity of “deregulation”, discussions about deregulation vs regulation in Europe still seem to be characterized by a lack of sophistication and require a more differentiated picture of specific forms of deregulation. As a consequence, the analysis of new educational governance approaches should consider the local actor's interpretation of new roles and new responsibilities. Relating actions and reactions of school leaders to their formal environment should lead to more contextual patterns of responsiveness. The paper aims to discuss these issues. Design/methodology/approach – The authors investigate, based on a survey among Cypriot school leaders, whether school autonomy needs deregulation, or regulation towards autonomy, respectively. At the time of research the school system of Cyprus could be characterized as a “centralized” system and hence represented a suitable field of study. Using a factor model followed by a cluster analysis the paper explores th...
TL;DR: In this paper, the authors draw from data collected as part of the International Successful School Principalship Project (ISSPP) and present cases of democratic and heroic leadership.
Abstract: Purpose: The purpose of this paper is to draw from data collected as part of the International Successful School Principalship Project (ISSPP) and present cases of democratic and heroic leadership ...
TL;DR: In this paper, a qualitative case approach was applied to uncover the knowledge processes of a vocational education organization in Finland, where the authors report top management's view of knowledge management in an educational organization and recognize the main knowledge-based development areas.
Abstract: Purpose – The purpose of this paper is to report top management's view of knowledge management in an educational organization. The paper also recognizes the main knowledge-based development areas. The aim of this paper is to bridge a knowledge gap regarding managerial processes that support teachers in their diverse knowledge tasks; gathering, creating, sharing and explicating knowledge. Design/methodology/approach – A qualitative case approach was applied to uncover the knowledge processes of a vocational education organization in Finland. The empirical data were gathered in two phases. First, the existing knowledge needs of management team members were mapped by an e-mail enquiry. Second, a group interview was held with the same management team. Interview themes were derived from the literature and from the first empirical phase. The interview data are discussed and analyzed in light of the knowledge-based management literature. Findings – The results of the study indicate that knowledge management is s...
TL;DR: In this article, the authors address the problem of whether potential students are more influenced by parents or peers when it comes to choosing a college and whether spending money on advertising is more efficacious than making direct contact with potential students.
Abstract: Purpose – Managers in higher education require cost effective ways to attract the optimal number of students. The purpose of this paper is to address that general problem at the college level, and in doing so, it points toward strategies that could also be relevant at university and at national level. Two crucial issues are whether potential students are more influenced by parents or by peers when it comes to choosing a college; and whether spending money on advertising is more efficacious than spending money on making direct contact with potential students. The findings provide essential market intelligence for strategically managing the scarce resources available for attracting students. Design/methodology/approach – Data were gathered through a survey instrument and the partial least squares (PLS) technique was subsequently applied to 314 responses. Findings – Secondary school guidance counselors, followed by current and previous college students were the highlights in order of magnitude for non-market...
TL;DR: Wang et al. as discussed by the authors proposed ten effective strategies to construct a learning organization in China based on the nature, characteristics and strategies of learning organization, and constructed a learning CCP organization, a learning team and a learning society.
Abstract: Purpose – The purpose of this paper is to grasp the nature, characteristics and strategies of learning organization so as to construct a learning CCP organization, a learning team and a learning society. Design/methodology/approach – Based on the nature and characteristics of learning organization, this paper proposes ten effective strategies to construct learning organization in China. Findings – This paper proposed ten strategies to construct a learning organization: to construct learning group of leaders; to deliver mission, stimulate aspirations and overcome self-transcendence; to learn comprehensively and change mental models; to promote deep dialogue and expand organizational capacity; to learn at work and work in learning and put learning into practice through solving problems; to eliminate the obstacles of learning and improve the effectiveness; to establish a dynamic model of learning – research – innovation; to make a long-term plan, move forwards step by step and promote sustainable development...
TL;DR: The Canadian Principal Learning Network (CPLN) as discussed by the authors was created to assist principals in making decisions and resolving common problems by using the Objective Knowledge Growth Framework (OKGF) in the development and maintenance of the CPLN.
Abstract: Purpose – The purpose of this paper is to use the Objective Knowledge Growth Framework (OKGF) in the development and maintenance of the Canadian Principal Learning Network (CPLN) to advance principals’ knowledge and skills in the area of decision making. First, the paper presents the inception of the CPLN, to assist principals in making decisions and resolving common problems. Second, the evolution of the CPLN web site is presented and recount the challenges faced and collaborative solved by principals. Finally, the paper describes the OKGF based on the critical rationalism of Karl Popper and how principals, engaging and interacting in an online learning community (CPLN) informed their decision-making process. Design/methodology/approach – The paper mindfully assembled an international team of researchers with administration experience, curriculum knowledge and pedagogy, and whose research interests lay in educational leadership, education administration, change theory, educational policy and professional...
TL;DR: In this article, the authors validate the direction and strength of the relationships between school reputation, parental satisfaction, and parental loyalty using structural equation modelling to validate the reputation measure and to test the proposed relationships.
Abstract: Purpose – The purpose of this paper is to validate the direction and strength of the relationships between school reputation, parental satisfaction and parental loyalty. Design/methodology/approach – The paper reports the findings of a survey of 806 parents from Schools in Abu Dhabi – the United Arab Emirates. The paper builds mainly on previous work of Skallerud (2011) on measurement of school reputations. Structural equation modelling was used to validate the reputation measure and to test the proposed relationships. The model hypothesised and tested relationships linking school reputation to parental satisfaction and loyalty. Findings – The results show strong support for a satisfaction-reputation-loyalty model and confirmed the four-dimensional scale (parental orientation, learning quality, safe environment and good teachers) for assessment of parent-based school reputation. Evidence was found that parents’ satisfaction significantly affects the four reputation dimensions. However, only three construc...
TL;DR: In this paper, the authors aim to bridge the gap between the theory and individual understanding of the value of an MBA program by using a non-experimental design to test a proposed model based on a review of relevant literature.
Abstract: Purpose – The purpose of this paper is to empirically examine the value of Masters of Business Administration (MBA) degree. The authors aim to bridge the gap between the theory and individual understanding of the value of an MBA program. Design/methodology/approach – This empirical paper used a non-experimental design to test a proposed model based on a review of relevant literature. MBA alumni completed surveys capturing the constructs researched. Findings – The findings of this research suggest that an MBA adds value to both MBA alumni as well as the organizations who hire them. The main source of this value is the knowledge and skills acquired while taking academic courses in the MBA program. Research limitations/implications – The implication of this research is that an MBA does add value to students that is not necessarily obtained through work experience alone. Practical implications – The MBA degree qualifies an individual to manage an organization. An MBA does provide high potential for return on ...
TL;DR: A cross-sectional questionnaire is developed to collect data from participants in a project that aims to cultivate a CoP to improve their small class teaching skills, and a structural equation model is used to explore the predictive power of the strategies on all three of the CoP elements.
Abstract: Purpose – The purpose of this paper is to explore strategies to develop communities of practice (CoP) to improve teaching in a school context. Design/methodology/approach – A cross-sectional questionnaire is developed to collect data from participants in a project that aims to cultivate a CoP to improve their small class teaching skills. A total of 125 teachers from 35 primary schools participated in the survey. A structural equation model is used to explore the predictive power of the strategies on all three of the CoP elements. Findings – Content strategy is confirmed as the predictor of all the CoP elements, while process strategy is a predictor only for joint enterprise and shared repertoire. Practical implications – The application of these strategies to develop a CoP in schools involves designing a reflective and collaborative learning content, as well as monitoring, regulating and streamlining the learning process. Originality/value – The study contributes an empirical framework to the research of ...
TL;DR: In this paper, the authors explored the complex nature of perceived quality by employing a phenomenological study to understand the meaning of University Service Quality (USQ) as experienced by the business undergraduate students.
Abstract: Purpose – The purpose of this paper is to explore the complex nature of perceived quality by employing a phenomenological study to understand the meaning of University Service Quality (USQ) as experienced by the business undergraduate students. Design/methodology/approach – The paper employs a phenomenological study to understand the meaning of USQ from the undergraduate students’ perspective. In-depth interviews were conducted with 15 business undergraduates from public universities, local private universities and a foreign branch campus in Malaysia. Data gathered were analysed using the procedure suggested by Colaizzi (1978) for descriptive phenomenological analysis. Findings – From the qualitative data, the essential structure of the USQ experience was constructed based on five major themes which are “USQ as a luxury”, “USQ as citizenship rights”, “USQ as nurturing apprentices”, “USQ as administrative relief” and “USQ as utility consumption”. The findings suggest that students’ service quality experien...