Factors influencing service quality performance of a Saudi higher education institution: Public health program students' perspectives

Ramzi, Ola Ibrahim; Subbarayalu, Arun Vijay; Al-Kahtani, Nouf; Kuwaiti, Ahmed Al; Alanzi, Turki; Alaskar, Amal; Prabaharan, Sivasankar; Raman, Vinoth; Gibreel, Mohammed Suleiman M; Alameri, Njoud Saleh

doi:10.1016/j.imu.2021.100841

Cited by 12 publications

(5 citation statements)

References 17 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Thus, research on start-ups should investigate employee conditions during the pandemic. Third, in the context of business and management studies, quality is an important factor that can improve marketing and financial performance (Ramzi et al , 2022). However, quality management has not been properly studied.…”

Section: Conclusion and Future Research Directionsmentioning

confidence: 99%

Studies on start-ups during COVID-19 pandemic: a bibliometric study

Damayanti¹,

Sumaedi²,

Astrini

2023

View full text Add to dashboard Cite

Purpose This study aims to identify the development, trends and research gaps related to start-ups during the COVID-19 pandemic. Furthermore, this research identified future research directions. Design/methodology/approach This research is a bibliometric study using 192 Scopus-indexed articles with the assistance of the VOSviewer. The selected articles discussed start-ups during the COVID-19 pandemic and were published between 2020 and 2022. The analyses included initial statistics on publication trend, distribution of research field, most productive journals, most productive authors, most cited article, geographic distribution, multinational collaboration and science. Findings Between 2020 and 2022, the literature on start-ups during the COVID-19 pandemic has increased. Most articles are in Business, Management and Accounting, Economics, Econometrics and Finance and Social Sciences. Regarding geographic distribution and multinational collaboration, the USA, India and the UK led the numbers. The UK was also the forerunner in research collaboration. Based on the science mapping results, COVID-19, fintech, entrepreneurship and innovation were the most simultaneously used keywords. Furthermore, this study also identified that there is a lack of study regarding consumer behavior, employee behavior and quality management of start-ups during the COVID-19 pandemic. Research limitations/implications This research also has several limitations. First, this research only used the Scopus database. Even though Scopus has advantages compared to other databases, combining the Scopus database with other databases will be able to provide more comprehensive data. However, there is a risk associated with combining two or more databases, namely, duplication. When using more than one database, researchers must ensure no repetition of the articles used because it will affect the analysis results. Future research can consider combining the Scopus database with other databases. Second, this bibliometric study covered the publication of start-ups during the COVID-19 pandemic. The COVID-19 pandemic is still ongoing. This condition indicated that several research on start-ups during COVID-19 are still being performed and will be published. Thus, future bibliometric study start-ups during COVID-19 were needed to update the trend of the research on start-ups during COVID-19. Practical implications The bibliometric study provided at least two main practical implications that can be used to support the growth of start-ups during the COVID-19 pandemic. First, this research has mapped the existing literature on start-ups during the COVID-19 pandemic. This information can be used as input for start-up practitioners and policymakers when they need scientific reference and evidence in developing a policy and/or a management action/program needed during the COVID-19 pandemic. Second, this research highlighted several clusters of keywords that are attracted many researchers. These keywords can be viewed as important issues that are needed to be monitored by start-up practitioners and policymakers during the COVID-19 pandemic. Social implications Start-ups have an important role in economic development. It is well known that start-ups can boost productivity and economic growth. As start-ups tend to use technology, it also has an important role in disrupting traditional economic practices. Start-ups may also offer a more convenient life. Furthermore, the availability of start-ups may also increase the quality of life of the people that are serviced by the start-ups. Originality/value To the best of the authors’ knowledge, this is the first bibliometric study that discussed start-ups during the pandemic. It provided a comprehensive literature review process to identify research gaps that allowed future researchers to develop studies related to start-ups.

show abstract

Section: Conclusion and Future Research Directionsmentioning

confidence: 99%

Studies on start-ups during COVID-19 pandemic: a bibliometric study

Damayanti¹,

Sumaedi²,

Astrini

2023

View full text Add to dashboard Cite

show abstract

“…The original Grönroos's (1984) service quality model identifies technical and functional quality as the two primary components of service quality. Technical quality is related to the availability of competent people, the ability to solve technical problems, and the provision of quality computerised systems (Magasi et al 2022;Ramzi et al 2022;and Yılmaz and Temizkan, 2022). Functional quality refers to how service providers in the HLIs deliver the service, which includes attitude, friendliness, promptness, courtesy, attentiveness, responsiveness, confidence, and communication Magasi et al 2022;Grönroos, 1984).…”

Section: Research Conceptual Framework and Hypotheses Developmentmentioning

confidence: 99%

Perceived service quality and student satisfaction in higher learning institutions in Tanzania

Bwachele,

Chong,

Krishnapillai

2023

Humanit Soc Sci Commun

View full text Add to dashboard Cite

Despite policy efforts to promote higher learning in Tanzania, reports show persistent student dissatisfaction, revealing the extant inadequate quality measurement models. The study examined the fundamental elements causing dissatisfaction using an extended SERVQUAL model with additional variables, perceived transparency mediated by trust. Researchers collected quantitative data from 398 third-year higher learning students. The structural equations modelling result shows that reliability, perceived transparency, and trust in an institution significantly predict satisfaction. Further, trust partially mediates the influence of perceived transparency on student satisfaction. Evidence from this study suggests that education policy geared to promote the expertise of service providers and punctuality of service offering, transparency in service offering, and social responsibility of service provision is adequate for student satisfaction. Future research can look into a cross-level of economic development, groups of students—analysis of satisfaction determinants, and test the transparency—trust-based SERVIQUAL Model in quality struggling sectors in Tanzania and other developing countries. Also, studies can test how satisfaction mediates the effect of quality on academic performance.

show abstract

“…QMP is defined as a philosophy that improves the quality of services, leading to increased patient participation (customers). This philosophy may help organizations improve the quality of their services and products, and it further reduces production costs and time with the help of leadership (Ramzi et al, 2022). In this regard, management is an essential element in the implementation of QMP, as reported by quality gurus (Domingues et al, 2016; Harvey & Green, 1993; Kaynak, 2003; Talib et al, 2019), as it increases efficiency by affecting other QMP activities, such as quality standards, quality targets, SOP formulation, process management, service design, training, project membership relationships (Alkhaldi & Abdallah, 2022; Zimon & Dellana, 2020).…”

Section: Literature Review and Theoretical Foundationmentioning

confidence: 99%

Quality Management Practices and Inter-Organizational Project Performance: Moderating Effects of Inter-Organizational Communication, Relationship, and Process Conflicts in Healthcare

et al. 2022

View full text Add to dashboard Cite

The purpose of this study is to empirically examine the relationship between quality management practices (QMP) and inter-organizational project performance (IPP), as well as the moderating effects of inter-organizational communication (ICOM), relationship, and process conflicts in Pakistan’s-government healthcare organizations (NGOs) and public healthcare organizations. We developed a hypothetical model based on contingency theory. Using a self-administered questionnaire, the empirical data was collected from 296 respondents from NGOs and public healthcare in Pakistan between March and November 2019. SmartPLS 3.3.9 was used to apply structural equation modeling (SEM). The findings show that QMP significantly impacts IPP in healthcare inter-organizational collaborative projects. ICOM and process conflict significantly moderate the impact of QMP on IPP. In contrast, relationship conflict does not affect IPP. This study has practical implications for healthcare NGOs and public healthcare organizations that want to improve the performance of their projects by implementing QMP in their projects. This study added to the total quality management literature by clearly understanding QMP and its relationship to IPP.

show abstract

Factors influencing service quality performance of a Saudi higher education institution: Public health program students' perspectives

Cited by 12 publications

References 17 publications

Studies on start-ups during COVID-19 pandemic: a bibliometric study

Studies on start-ups during COVID-19 pandemic: a bibliometric study

Perceived service quality and student satisfaction in higher learning institutions in Tanzania

Quality Management Practices and Inter-Organizational Project Performance: Moderating Effects of Inter-Organizational Communication, Relationship, and Process Conflicts in Healthcare

Contact Info

Product

Resources

About