GSSR - Global Social Sciences Review

IMPACT OF STUDENT SATISFACTION INDEX MODEL ON QUALITY ASSESSMENT OF HIGHER EDUCATION MEDIATING ROLE OF STUDENT SATISFACTION

http://dx.doi.org/10.31703/gssr.2021(VI-I).39 10.31703/gssr.2021(VI-I).39
Authored by : Sofia Jamil

39 Pages : 383-395

References

Abbasi, M.N. et al. (2011). A Study on Student Satisfaction in Pakistani Universities: The Case of BahauddinZakariya University, Pakistan. Asian Social Science, 7(7)
Ahmed, I., Nawaz, M. M., Iqbal, N., Ali, I., Shaukat, Z., & Usman, A. (2010). Effects of motivational factors on employees job satisfaction a case study of University of the Punjab, Pakistan. International Journal of Business and Management, 5(3), 70.
Ali, R. et al. (2015). Role of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction. JABR, 31(4), p.1425.
Alves, H. & Raposo, M. (2007). Conceptual Model of Student Satisfaction in Higher Education. Total Quality Management & Business Excellence, 18(5), pp.571-588.
Alves, H. & Raposo, M. (2010). The influence of university image on student behaviour. Intl Jnl of Educational Mgt, 24(1), pp.73-85.
Alves, H. & Raposo, M. (2010). The influence of university image on student behaviour. Intl Jnl of Educational Mgt, 24(1), pp.73-85.
Anderson, E.W. & Sullivan, M.W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2), pp.125-143.
Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise.International Journal of service Industry management, 9(1), 7-23.
Annamdevula, S., & Bellamkonda, R. S. (2016). The effects of service quality on student loyalty: the mediating role of student satisfaction. Journal of Modelling in Management, 11(2).
Arambewela, R. & Hall, J. (2013). The interactional effects of the internal and external university environment, and the influence of personal values, on satisfaction among international postgraduate students. Studies in Higher Education, 38(7), pp.972- 988.
Arif, S., & Ilyas, 7M. (2011). Leadership, empowerment and customer satisfaction in teaching institutions: Case study of a Pakistani University.The TQM Journal, 23(4), 388-402.
Arif, S., Ilyas, M., & Hameed, A. (2013). Student satisfaction and impact of leadership in private universities. The TQM Journal, 25(4), 399-416.
Arpan, L. M., Raney, A.A. & Zivnuska, S. (2003). A cognitive approach to understanding university image. Corporate Communications: An International Journal, 8(2), pp.97-113.
Ashraf, S. F., Li, C., & Mehmood, B. (2017). A Study of Premium Price Brands with Special Reference to Willingness of Customer to Pay. International Journal of Academic Research in Business and Social Sciences, 7(7), 619-639.
Ashraf, S. F., Li, C., Butt, R., Naz, S., & Zafar, Z. (2019). Education as Moderator: Integrative Effect towards Succession Planning Process of Small Family Businesses. Pac. Bus. Rev. Int, 11, 107-123.
Audin, K., Davy, J. & Barkham, M. (2003). University quality of life and learning: An approach to student well-being, satisfaction and institutional change. Journal of Further and Higher Education, 27(4), pp.365-382.
Auger, P. et al. (2010). The importance of social product attributes in consumer purchasing decisions: A multi-country comparative study. International Business Review, 19(2), pp.140-159.
Bolton, R. N., Kannan, P. K. & Bramlett, M. D. (2000). Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value. Journal of the Academy of Marketing Science, 28(1), pp.95-108.
Brinkworth, R. et al. (2008). First year expectations and experiences: student and teacher perspectives. High Educ, 58(2), pp.157-173.
Campbell, T. A., & Campbell, D. E. (1997). Faculty/student mentor program: Effects on academic performance and retention. Research in Higher Education, 38(6), 727-742
Carvalho, S.W. & de Oliveira M., M. (2010). The role of trust in creating value and student loyalty in relational exchanges between higher education institutions and their students. Journal of Marketing for Higher Education, 20(1), pp.145-165.
Cassel, C. & EklÃ¶f, J. A. (2001). Modelling customer satisfaction and loyalty on aggregate levels: Experience from the {ECSI} pilot study. Total Quality Management, 12(7-8), pp.834-841.
Caza, A., Brower, H. H. & Wayne, J. H. (2015). Effects of a holistic, experiential curriculum on business students' satisfaction and career confidence. The International Journal of Management Education, 13(1), pp.75-83.
Chan, L. K. et al. (2003). Consumer satisfaction index: new practice and findings. European Journal of Marketing, 37(5/6), pp.872-909.
Collyer, F. (2013). The production of scholarly knowledge in the global market arena: University ranking systems, prestige and power. Critical Studies in Education, 54(3), pp.245-259.
Elliott, K. M. & Healy, M. A. (2001). Key Factors Influencing Student Satisfaction Related to Recruitment and Retention. Journal of Marketing for Higher Education, 10(4), pp.1-11.
Garbarino, E. & Johnson, M.S. (1999). The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. Journal of Marketing, 63(2), p.70.
Hu, H.-H. (Sunny), Kandampully, J. and Juwaheer, T.D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), pp.111-125
Jin, N. P., Lee, S., & Lee, H. (2015). The effect of experience quality on perceived value, satisfaction, image and behavioral intention of water park patrons: New versus repeat visitors. International Journal of Tourism Research, 17(1), 82-95.
Johnson, M.D. et al. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2), pp.217-245.
Kuo, Y.-F., Wu, C.-M. & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value- added services. Computers in Human Behavior, 25(4), pp.887-896.
Kwun, D. J.-W. (2011). Effects of campus foodservice attributes on perceived value,satisfaction, and consumer attitude: A gender-difference approach. International Journal of Hospitality Management, 30(2), pp.252-261.
Landrum, R. E., Turrisi, R. & Harless, C. (1999). University Image: The Benefits of Assessment and Modeling. Journal of Marketing for Higher Education, 9(1), pp.53-68.
Li, C., Ashraf, S. F., Shahzad, F., Bashir, I., Murad, M., Syed, N., & Riaz, M. (2020). Influence of Knowledge Management Practices on Entrepreneurial and Organizational Performance: A Mediated-Moderation Model. Frontiers in Psychology, 11.
Pitman, T. (2000). Perceptions of Academics and Students as Customers: A survey of administrative staff in higher education. Journal of Higher Education Policy and Management, 22(2), pp.165-175.
Sardar, A., Amjad, S. & Ali, U. (2016). An empirical analysis of the service quality gap in business education: Evidence from higher education in Pakistan. Journal of Education for Business, 91(3), pp.148-158.
So, H.-J. & Brush, T.A. (2008). Student perceptions of collaborative learning, social presence and satisfaction in a blended learning environment: Relationships and critical factors. Computers & Education, 51(1), pp.318- 336.
Tam, J. L. M. (2004). Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model. Journal of Marketing Management, 20(7-8), pp.897-917.
Veloutsou, C. & Moutinho, L. (2009). Brand relationships through brand reputation and brand tribalism. Journal of Business Research, 62(3), pp.314-322.
Voss, R., Gruber, T. & Szmigin, I. (2007). Service quality in higher education: The role of student expectations. Journal of Business Research, 60(9), pp.949-959.
Wachtel, H. K. (1998). Student Evaluation of College Teaching Effectiveness: a brief review. Assessment & Evaluation in Higher Education, 23(2), pp.191-212.
Yeo, R.K. & Li, J. (2012). Beyond {SERVQUAL}: The competitive forces of higher education in Singapore. Total Quality Management & Business Excellence, 25(1-2), pp.95-123.
Zeithaml, V. A. (2000). Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn. Journal of the Academy of Marketing Science, 28(1), pp.67-85.

References

Abbasi, M.N. et al. (2011). A Study on Student Satisfaction in Pakistani Universities: The Case of BahauddinZakariya University, Pakistan. Asian Social Science, 7(7)
Ahmed, I., Nawaz, M. M., Iqbal, N., Ali, I., Shaukat, Z., & Usman, A. (2010). Effects of motivational factors on employees job satisfaction a case study of University of the Punjab, Pakistan. International Journal of Business and Management, 5(3), 70.
Ali, R. et al. (2015). Role of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction. JABR, 31(4), p.1425.
Alves, H. & Raposo, M. (2007). Conceptual Model of Student Satisfaction in Higher Education. Total Quality Management & Business Excellence, 18(5), pp.571-588.
Alves, H. & Raposo, M. (2010). The influence of university image on student behaviour. Intl Jnl of Educational Mgt, 24(1), pp.73-85.
Alves, H. & Raposo, M. (2010). The influence of university image on student behaviour. Intl Jnl of Educational Mgt, 24(1), pp.73-85.
Anderson, E.W. & Sullivan, M.W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2), pp.125-143.
Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise.International Journal of service Industry management, 9(1), 7-23.
Annamdevula, S., & Bellamkonda, R. S. (2016). The effects of service quality on student loyalty: the mediating role of student satisfaction. Journal of Modelling in Management, 11(2).
Arambewela, R. & Hall, J. (2013). The interactional effects of the internal and external university environment, and the influence of personal values, on satisfaction among international postgraduate students. Studies in Higher Education, 38(7), pp.972- 988.
Arif, S., & Ilyas, 7M. (2011). Leadership, empowerment and customer satisfaction in teaching institutions: Case study of a Pakistani University.The TQM Journal, 23(4), 388-402.
Arif, S., Ilyas, M., & Hameed, A. (2013). Student satisfaction and impact of leadership in private universities. The TQM Journal, 25(4), 399-416.
Arpan, L. M., Raney, A.A. & Zivnuska, S. (2003). A cognitive approach to understanding university image. Corporate Communications: An International Journal, 8(2), pp.97-113.
Ashraf, S. F., Li, C., & Mehmood, B. (2017). A Study of Premium Price Brands with Special Reference to Willingness of Customer to Pay. International Journal of Academic Research in Business and Social Sciences, 7(7), 619-639.
Ashraf, S. F., Li, C., Butt, R., Naz, S., & Zafar, Z. (2019). Education as Moderator: Integrative Effect towards Succession Planning Process of Small Family Businesses. Pac. Bus. Rev. Int, 11, 107-123.
Audin, K., Davy, J. & Barkham, M. (2003). University quality of life and learning: An approach to student well-being, satisfaction and institutional change. Journal of Further and Higher Education, 27(4), pp.365-382.
Auger, P. et al. (2010). The importance of social product attributes in consumer purchasing decisions: A multi-country comparative study. International Business Review, 19(2), pp.140-159.
Bolton, R. N., Kannan, P. K. & Bramlett, M. D. (2000). Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value. Journal of the Academy of Marketing Science, 28(1), pp.95-108.
Brinkworth, R. et al. (2008). First year expectations and experiences: student and teacher perspectives. High Educ, 58(2), pp.157-173.
Campbell, T. A., & Campbell, D. E. (1997). Faculty/student mentor program: Effects on academic performance and retention. Research in Higher Education, 38(6), 727-742
Carvalho, S.W. & de Oliveira M., M. (2010). The role of trust in creating value and student loyalty in relational exchanges between higher education institutions and their students. Journal of Marketing for Higher Education, 20(1), pp.145-165.
Cassel, C. & EklÃ¶f, J. A. (2001). Modelling customer satisfaction and loyalty on aggregate levels: Experience from the {ECSI} pilot study. Total Quality Management, 12(7-8), pp.834-841.
Caza, A., Brower, H. H. & Wayne, J. H. (2015). Effects of a holistic, experiential curriculum on business students' satisfaction and career confidence. The International Journal of Management Education, 13(1), pp.75-83.
Chan, L. K. et al. (2003). Consumer satisfaction index: new practice and findings. European Journal of Marketing, 37(5/6), pp.872-909.
Collyer, F. (2013). The production of scholarly knowledge in the global market arena: University ranking systems, prestige and power. Critical Studies in Education, 54(3), pp.245-259.
Elliott, K. M. & Healy, M. A. (2001). Key Factors Influencing Student Satisfaction Related to Recruitment and Retention. Journal of Marketing for Higher Education, 10(4), pp.1-11.
Garbarino, E. & Johnson, M.S. (1999). The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. Journal of Marketing, 63(2), p.70.
Hu, H.-H. (Sunny), Kandampully, J. and Juwaheer, T.D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), pp.111-125
Jin, N. P., Lee, S., & Lee, H. (2015). The effect of experience quality on perceived value, satisfaction, image and behavioral intention of water park patrons: New versus repeat visitors. International Journal of Tourism Research, 17(1), 82-95.
Johnson, M.D. et al. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2), pp.217-245.
Kuo, Y.-F., Wu, C.-M. & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value- added services. Computers in Human Behavior, 25(4), pp.887-896.
Kwun, D. J.-W. (2011). Effects of campus foodservice attributes on perceived value,satisfaction, and consumer attitude: A gender-difference approach. International Journal of Hospitality Management, 30(2), pp.252-261.
Landrum, R. E., Turrisi, R. & Harless, C. (1999). University Image: The Benefits of Assessment and Modeling. Journal of Marketing for Higher Education, 9(1), pp.53-68.
Li, C., Ashraf, S. F., Shahzad, F., Bashir, I., Murad, M., Syed, N., & Riaz, M. (2020). Influence of Knowledge Management Practices on Entrepreneurial and Organizational Performance: A Mediated-Moderation Model. Frontiers in Psychology, 11.
Pitman, T. (2000). Perceptions of Academics and Students as Customers: A survey of administrative staff in higher education. Journal of Higher Education Policy and Management, 22(2), pp.165-175.
Sardar, A., Amjad, S. & Ali, U. (2016). An empirical analysis of the service quality gap in business education: Evidence from higher education in Pakistan. Journal of Education for Business, 91(3), pp.148-158.
So, H.-J. & Brush, T.A. (2008). Student perceptions of collaborative learning, social presence and satisfaction in a blended learning environment: Relationships and critical factors. Computers & Education, 51(1), pp.318- 336.
Tam, J. L. M. (2004). Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model. Journal of Marketing Management, 20(7-8), pp.897-917.
Veloutsou, C. & Moutinho, L. (2009). Brand relationships through brand reputation and brand tribalism. Journal of Business Research, 62(3), pp.314-322.
Voss, R., Gruber, T. & Szmigin, I. (2007). Service quality in higher education: The role of student expectations. Journal of Business Research, 60(9), pp.949-959.
Wachtel, H. K. (1998). Student Evaluation of College Teaching Effectiveness: a brief review. Assessment & Evaluation in Higher Education, 23(2), pp.191-212.
Yeo, R.K. & Li, J. (2012). Beyond {SERVQUAL}: The competitive forces of higher education in Singapore. Total Quality Management & Business Excellence, 25(1-2), pp.95-123.
Zeithaml, V. A. (2000). Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn. Journal of the Academy of Marketing Science, 28(1), pp.67-85.