Student Satisfaction through Service Quality A Review on Higher Education Sector
DOI:
https://doi.org/10.14738/abr.77.6779Keywords:
Service Quality, Students Satisfaction, SERVQUAL, Higher education institutionsAbstract
Student satisfaction is a key indicator for a higher educational institutional success. As Sri Lanka is envisioning to become a global educational hub this paper attempts to find the key features of the student satisfaction. The service quality model has been applied to identify the students’ satisfaction in the private higher education institutions in Sri Lanka. Theoretical and empirical work studies were used in the conceptualization of the process and a comparability investigation carried out in three international educational regions in order to identify Sri Lanka’s future focus in developing the students’ satisfaction in higher education and thereby becoming a global educational hub as envisioned. Study identifies the global landscape and perception on student satisfaction has significantly been shifted from the fundamental satisfaction indicators. High student mobility and digital learning and teaching mechanism are identified as some of the important parameters for the student satisfaction in higher education institutes.
References
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Akbaba, A. (2006). Measuring Service Quality in the Hotel Industry: A Study. International Journal of Hospitality Management, 25, 170-192.
Aldemir, C., & Gulcan, Y. (2004). Students Satisfaction in Higher Education: A Turkish Case. Higher Education Management and Policy, 16 (2) , 109-122.
Aldridge, S., & Rowely, J. (1998). Measuring customer satisfaction in higher education. Quality Asurance in Education, 6 (4), 197-204.
Alzayd, Z., Al-Hajla, A., Nguyen, B., & Jayawardhena, C. (2018). A review of service quality and service delivery: Towards a customer coproduction and customer-integration approach . Business Process Management Journal , pp.295-328.
Babakus, E. and Boller, G.W. (1992) An Empirical Assessment of the SERVQUAL Scale. Journal of Business Research, 24, 253-268
Brysland, A. & Curry, A. (2001). Service improvements in public services using SERVQUAL. Managing Service Quality, 11(6), 389–401
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Curran, J.M. and Meuter, M.L. (2005) Self-Service Technology Adoption Comparing Three Technologies.
Journal of Services Marketing, 19, 103-113
Cloutier, M. G., & Richards, J. D. (1994). Examining customer satisfaction in a big school. Quality Progress,, 117-119.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues through a Longitudinal Study. Journal of Retailing, 76, 139-173
DeShields Jr, O. W., Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: applying Herzberg's two factor theory. International Journal of Educational Management, 19 (2), 28-139.
Dissanayake, D.M.R. ( 2011), Information Communication Technology (ICT) Policy of Sri Lanka and its Impacts to Socioeconomic Development: A Review of Sri Lankan Experience, Journal of Education and Vocational Research, Vol. 1, No. 2, 53-59.
Dissanayake, D. M.R. & Wanninayake, W. M. (2007). A Comparative Study of Service Quality and Customer Service in Public Sector and Private Sector Commercial Banks, The 4th International Conference on Business Management, Faculty of Management Studies and Commerce.
Druzdzel, M. J., & Glymour, C. (2009). Application of the TETRED II Programme to the study of student in US colleges.
Dwayne D. Gremler, Mary Jo Bitner, Kenneth R. Evans, (1994) "The Internal Service Encounter", International Journal of Service Industry Management, Vol. 5 Issue: 2, pp.34-56,
Faber, R., Lee, M., & Nan, X. (2009). Advertising and the Consumer Information Environment Online. American Behavioral Scientist, pp 447-466.
Garvin, D. (1984). Product Quality: An Important Strategic Weapon. Business Horizons, 27, 40-43.
Gbadamosi, G. & Jager, J. (2009). What you see is what you get: Service quality, students’ perceptions and satisfaction at South African universities. South African Journal of Higher Education, 23(5), 877–893.
Harrison, A. (1969). Mere Exposure. Davis, California.
Järvinen, R. & Suomi, K. (2011). Reputation attributes in retailing services: managerial perspective. Managing Service Quality:An International Journal, 21(4), 410–423
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Khan, Naveed R. and Shaikh, Ubedullah, Impact of Service Quality on Customer Satisfaction: Evidences from the Restaurant Industry in Pakistan (November 1, 2011). Management & Marketing, Vol. 9, No. 2, pp. 343-355, 2011.
Kawakami, N., & Yoshida, F. (2015). How do implicit effects of subliminal mere exposure become explicit? Mediating effects of social interaction. Social Influence, pp. 43-54.
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Langan MA, Dunleavy P, Fielding A. Applying Models to National Surveys of Undergraduate Science Students: What Affects Ratings of Satisfaction? Educ Sci. 2018; 3(2)
Malik, M.E., Danish, R.Q. & Usman, A. (2010). The impact of service quality on students’ satisfaction in Higher Education Institutes of Punjab. Journal of Management Research, 2(2), E10
M.M, L., Lau . S, H., & Yusof Mohamad. N.A & Chew, K. W. (2015). Assessing antecedents and consequences of student satisfaction in higher education: evidence from Malaysia. Journal of Marketing for Higher Education, 45-69.
Mai, L. (2005). A Comparative Study between UK and US: The Student Satisfaction in Higher Education and its Influential Factors. Journal of Marketing Management, 21, 859-878.
Mayo, D. T., Helms, M. M., & Codjoe, H. M. (2004). Reasons to remain in college: a comparison of high school and college students. The International Journal of Educational Management, 18 (6) , 360-367.
Napoli, A. R., & Wortman, P. M. (1998). Psychological factors related to retention and early departure of two-year community college students. Research in Higher Education, 39 (4), 419-455.
Navarro, M. M., Iglesias, P. M., & Torres, R. P. (2005). A New Management Element for Universities: Satisfaction with the offered courses. International Journal of Educational Management, 19 (6), 505-526.
Okunoye, A., Frolick, M. & Crable, E. (2008). Stakeholder influence and ERP implementation in higher education. Journal of Information Technology Case and Application Research, 10(3), 72–84
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Roy, M; Bouma, M; Dhiman, RC; Pascual, M (2015) Predictability of epidemic malaria under non-stationary conditions with processbased models combining epidemiological updates and climate variability. Malaria journal, 14 (1). p. 419
Shannon Cummins James, W., Peltier John, A., & Schibrowsky Alexander, N. (2014). Consumer behavior in the online context. Journal of Research in Interactive Marketing, pp. 169 - 202.
T. Hennig-Thurau, M. L. (2001). Modeling and managing student loyalty: An approach based on the concept of relationship quality. Journal of Service Research, 3 (4), 331-344.
Terenzini, P., & Pascarella, E. T. (1980). Student/Faculty relationship and freshman year educational coutcomes: A further invesigation. Journal of College Student Personnel, 21, 521-528.
University Grants Commission, Section 25 A of the Universities Act No. 16 (1978).
University Grants Commission. (2017, 06). Universities & Institutes Other Recognized Degrees. Retrieved from University Grants Commission- Sri Lanka: http://www.ugc.ac.lk/en/universities-and-institutes/other-recognized-degrees.html
Van, L., Koenraad, D., & & Petra, A. (2003). Policies to stimulate regional innovation capabilities via university–industry collaboration: an analysis and an assessment. R&D Management, 209-229.
Vargo SL, Lusch RF (2004) Evolving to a new dominant logic for marketing. J Mark 68(1):1
Weerasinghe, I., & Fernando, R. L. (2017). University facilities and student satisfaction in Sri Lanka. International Journal of Educational Management,, 866-880.
Woodcock, M. (2014). Interactive, direct and digital marketing: A future that depends on better use of business intelligence. Journal of Research in Interactive Marketing, pp. 4 - 17.
Yu, Y., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty”. International Journal of Service Industry Management, 12 (3) (2001), pp. 234-250, 234-250.
Zajonc. (1968). Attitudinal Effects Of Mere Exposure. Journal of Personality and Social Psychology Monograph Supplement, pp. 1-27.
Zajonc. (1980). Feeling and Thinking. American Psychologist, pp. 151-175.
Akbaba, A. (2006). Measuring Service Quality in the Hotel Industry: A Study. International Journal of Hospitality Management, 25, 170-192.
Aldemir, C., & Gulcan, Y. (2004). Students Satisfaction in Higher Education: A Turkish Case. Higher Education Management and Policy, 16 (2) , 109-122.
Aldridge, S., & Rowely, J. (1998). Measuring customer satisfaction in higher education. Quality Asurance in Education, 6 (4), 197-204.
Alzayd, Z., Al-Hajla, A., Nguyen, B., & Jayawardhena, C. (2018). A review of service quality and service delivery: Towards a customer coproduction and customer-integration approach . Business Process Management Journal , pp.295-328.
Babakus, E. and Boller, G.W. (1992) An Empirical Assessment of the SERVQUAL Scale. Journal of Business Research, 24, 253-268
Brysland, A. & Curry, A. (2001). Service improvements in public services using SERVQUAL. Managing Service Quality, 11(6), 389–401
Bornstein, R. F., & D'Agostino, P. R. (1992). Stimulus Recognition and the Mere Exposure Effect. Journal of Personality and Social Pshychology, pg. 545.
Campbell, T. A., & Campbell, E. D. (1997). Student mentor programme: effects on performance and retention. Reserach in higher education 38 (6), 727-742.
Curran, J.M. and Meuter, M.L. (2005) Self-Service Technology Adoption Comparing Three Technologies.
Journal of Services Marketing, 19, 103-113
Cloutier, M. G., & Richards, J. D. (1994). Examining customer satisfaction in a big school. Quality Progress,, 117-119.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues through a Longitudinal Study. Journal of Retailing, 76, 139-173
DeShields Jr, O. W., Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: applying Herzberg's two factor theory. International Journal of Educational Management, 19 (2), 28-139.
Dissanayake, D.M.R. ( 2011), Information Communication Technology (ICT) Policy of Sri Lanka and its Impacts to Socioeconomic Development: A Review of Sri Lankan Experience, Journal of Education and Vocational Research, Vol. 1, No. 2, 53-59.
Dissanayake, D. M.R. & Wanninayake, W. M. (2007). A Comparative Study of Service Quality and Customer Service in Public Sector and Private Sector Commercial Banks, The 4th International Conference on Business Management, Faculty of Management Studies and Commerce.
Druzdzel, M. J., & Glymour, C. (2009). Application of the TETRED II Programme to the study of student in US colleges.
Dwayne D. Gremler, Mary Jo Bitner, Kenneth R. Evans, (1994) "The Internal Service Encounter", International Journal of Service Industry Management, Vol. 5 Issue: 2, pp.34-56,
Faber, R., Lee, M., & Nan, X. (2009). Advertising and the Consumer Information Environment Online. American Behavioral Scientist, pp 447-466.
Garvin, D. (1984). Product Quality: An Important Strategic Weapon. Business Horizons, 27, 40-43.
Gbadamosi, G. & Jager, J. (2009). What you see is what you get: Service quality, students’ perceptions and satisfaction at South African universities. South African Journal of Higher Education, 23(5), 877–893.
Harrison, A. (1969). Mere Exposure. Davis, California.
Järvinen, R. & Suomi, K. (2011). Reputation attributes in retailing services: managerial perspective. Managing Service Quality:An International Journal, 21(4), 410–423
Juran, J.M. and Gryna, F.M. (1988) Juran's Quality Control Handbook. 4th Edition, McGraw-Hill, ... c
McGraw-Hill, New York
Kahandawaarachchi LKK, Dissanayake DMR, Maitra R (2016) Role of RelativeAgency of Consumers in Brand Building Conceptual Review for Marketing Implications and Future Studies, Sri Lanka. Journal of Marketing 2: 31-53.
Khan, Naveed R. and Shaikh, Ubedullah, Impact of Service Quality on Customer Satisfaction: Evidences from the Restaurant Industry in Pakistan (November 1, 2011). Management & Marketing, Vol. 9, No. 2, pp. 343-355, 2011.
Kawakami, N., & Yoshida, F. (2015). How do implicit effects of subliminal mere exposure become explicit? Mediating effects of social interaction. Social Influence, pp. 43-54.
Kassim, N. & Zain, M. (2010). Service quality: Gaps in the college of business. Services Marketing
Quarterly, 31(2), 235–252. https://doi.org/10.1080/15332961003604394 Kitchroen, K. (2004). Literature review: Service quality in educational institutions. ABAC Journal, 24(2), 14–25.
Kumarage, A., & Perera, N. (2017, 07 30). Sunday Times 2 Whither Lanka’s strategy to become an ed. hub. Retrieved from Sunday Times: http://www.sundaytimes.lk/170730/sunday-times-2/whither-lankas-strategy-to-become-an-ed-hub-252413.html
Langan MA, Dunleavy P, Fielding A. Applying Models to National Surveys of Undergraduate Science Students: What Affects Ratings of Satisfaction? Educ Sci. 2018; 3(2)
Malik, M.E., Danish, R.Q. & Usman, A. (2010). The impact of service quality on students’ satisfaction in Higher Education Institutes of Punjab. Journal of Management Research, 2(2), E10
M.M, L., Lau . S, H., & Yusof Mohamad. N.A & Chew, K. W. (2015). Assessing antecedents and consequences of student satisfaction in higher education: evidence from Malaysia. Journal of Marketing for Higher Education, 45-69.
Mai, L. (2005). A Comparative Study between UK and US: The Student Satisfaction in Higher Education and its Influential Factors. Journal of Marketing Management, 21, 859-878.
Mayo, D. T., Helms, M. M., & Codjoe, H. M. (2004). Reasons to remain in college: a comparison of high school and college students. The International Journal of Educational Management, 18 (6) , 360-367.
Napoli, A. R., & Wortman, P. M. (1998). Psychological factors related to retention and early departure of two-year community college students. Research in Higher Education, 39 (4), 419-455.
Navarro, M. M., Iglesias, P. M., & Torres, R. P. (2005). A New Management Element for Universities: Satisfaction with the offered courses. International Journal of Educational Management, 19 (6), 505-526.
Okunoye, A., Frolick, M. & Crable, E. (2008). Stakeholder influence and ERP implementation in higher education. Journal of Information Technology Case and Application Research, 10(3), 72–84
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Roy, M; Bouma, M; Dhiman, RC; Pascual, M (2015) Predictability of epidemic malaria under non-stationary conditions with processbased models combining epidemiological updates and climate variability. Malaria journal, 14 (1). p. 419
Shannon Cummins James, W., Peltier John, A., & Schibrowsky Alexander, N. (2014). Consumer behavior in the online context. Journal of Research in Interactive Marketing, pp. 169 - 202.
T. Hennig-Thurau, M. L. (2001). Modeling and managing student loyalty: An approach based on the concept of relationship quality. Journal of Service Research, 3 (4), 331-344.
Terenzini, P., & Pascarella, E. T. (1980). Student/Faculty relationship and freshman year educational coutcomes: A further invesigation. Journal of College Student Personnel, 21, 521-528.
University Grants Commission, Section 25 A of the Universities Act No. 16 (1978).
University Grants Commission. (2017, 06). Universities & Institutes Other Recognized Degrees. Retrieved from University Grants Commission- Sri Lanka: http://www.ugc.ac.lk/en/universities-and-institutes/other-recognized-degrees.html
Van, L., Koenraad, D., & & Petra, A. (2003). Policies to stimulate regional innovation capabilities via university–industry collaboration: an analysis and an assessment. R&D Management, 209-229.
Vargo SL, Lusch RF (2004) Evolving to a new dominant logic for marketing. J Mark 68(1):1
Weerasinghe, I., & Fernando, R. L. (2017). University facilities and student satisfaction in Sri Lanka. International Journal of Educational Management,, 866-880.
Woodcock, M. (2014). Interactive, direct and digital marketing: A future that depends on better use of business intelligence. Journal of Research in Interactive Marketing, pp. 4 - 17.
Yu, Y., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty”. International Journal of Service Industry Management, 12 (3) (2001), pp. 234-250, 234-250.
Zajonc. (1968). Attitudinal Effects Of Mere Exposure. Journal of Personality and Social Psychology Monograph Supplement, pp. 1-27.
Zajonc. (1980). Feeling and Thinking. American Psychologist, pp. 151-175.
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2019-07-14
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Chandramohan, S. (2019). Student Satisfaction through Service Quality A Review on Higher Education Sector. Archives of Business Research, 7(7), 242–249. https://doi.org/10.14738/abr.77.6779
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