Journal ArticleDOI
Non-academic service quality: comparative analysis of students and faculty as users
Khurram Sharif,Norizan M. Kassim +1 more
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TLDR
In this paper, the authors evaluated non-academic service quality perceptions of faculty and students using a service profit chain and found that on the whole service users were satisfied with nonacademic services and this had a positive impact on their loyalty.Abstract:
The research focus was a non-academic service quality assessment within higher education. In particular, non-academic service quality perceptions of faculty and students were evaluated using a service profit chain. This enabled a comparison which helped understanding of non-academic service quality orientation from a key users' perspective. Data were collected using a self-completion questionnaire that was posted on Survey Monkey. A four point Likert scale without a mid-point was used to record respondent perceptions. In total 296 usable questionnaires (192 from students and 104 from faculty) were collected, representing a response rate of 17 percent. Key results indicated that on the whole service users (both faculty and students) were satisfied with non-academic services and this had a positive impact on their loyalty. However, in the case of students, there was a disconnect between loyalty and its ‘productive’ propagation to the external environment.read more
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Does higher education service quality effect student satisfaction, image and loyalty?: A study of international students in Malaysian public universities
TL;DR: In this paper, the authors investigate the effect of Malaysian public universities' service quality on international student satisfaction, institutional image and loyalty, and find that all the five dimensions of higher education service quality influence student satisfaction which in turn influences institutional image, and together they influence student loyalty.
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The Effect of Technical and Functional Quality on Guests’ Perceived Hotel Service Quality and Satisfaction: A SEM-PLS Analysis
TL;DR: Numerous models on perceived service quality are discussed in literature besides SERVQUAL including technical and functional quality model as mentioned in this paper. But functional quality attributes have been well studied but not technical quality attributes.
Journal ArticleDOI
Service quality enhancing student satisfaction in international programs of higher education institutions: a local student perspective
TL;DR: In this article, the impact of five different dimensions of service quality on student satisfaction in international programs of higher educational institutions was examined. Data were collected from the International Program of Higher Education (IPHE).
References
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Statistical Power Analysis for the Behavioral Sciences
TL;DR: The concepts of power analysis are discussed in this paper, where Chi-square Tests for Goodness of Fit and Contingency Tables, t-Test for Means, and Sign Test are used.
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Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
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Principles and Practice of Structural Equation Modeling
TL;DR: The book aims to provide the skills necessary to begin to use SEM in research and to interpret and critique the use of method by others.
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Multivariate Data Analysis
TL;DR: In this paper, a six-step framework for organizing and discussing multivariate data analysis techniques with flowcharts for each is presented, focusing on the use of each technique, rather than its mathematical derivation.