Higher education service quality and student satisfaction, institutional image, and behavioral intention

Hwang, Yong-Sik; Choi, Yung Kyun

doi:10.2224/sbp.7622

Cited by 75 publications

(71 citation statements)

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“…On the other hand, perceived quality has continued to be measured through tangibility (facilities, computer/science lab library, equipment) (Calvo-Porral et al, 2013;Chandra et al, 2018;Hwang & Choi, 2019), but considireng that aspects such as response capacity, empathy, trustworthiness, guarantee (Calvo-Porral et al, 2013;Chandra et al, 2018;Hwang & Choi, 2019;Pedro et al, 2018) are also present in the perception of quality. The use of two general dimensions (tangible and intangible) to measure students 'perceptions about service quality in HE has also been supported by Nadiri et.…”

Section: Student-as-customer and The Perception Of Qualitymentioning

confidence: 99%

Marketing Vision for Higher Education Institutions From the Perspective of Quality and Perceived Value in the Post-COVID-19 Time

2021

JHETP

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For these two last years, COVID19 pandemic has been a challenge for Higher Education (HE) institutions. The challenge has been to convert many face-to-face process into online or virtual learning process. Although many institutions have been focused on online methodology for years, this stage has provided them an opportunity to consolidate competitive advantages developed previously. An US institution of HE focused on online graduate programs is used as a case study. This research turns out the different perceptions of its former students and their intention to return to the institution at the institution. To address this problem, we have used the PLS method.

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Section: Student-as-customer and The Perception Of Qualitymentioning

confidence: 99%

Marketing Vision for Higher Education Institutions From the Perspective of Quality and Perceived Value in the Post-COVID-19 Time

2021

JHETP

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“…The research has proven that (1also stated that there is a considerable relation between service quality and brand image, the better TVONE's service quality, the better TVONE's brand image. Another study suggests that service quality directly affects brand image (Hwang & Choi, 2019)student satisfaction, institutional image,andbehavioral intention at a private university located in South Korea. We conducted a survey of students majoring in business to analyze these relationships.…”

Section: Effect Of Service Quality On Brand Imagementioning

confidence: 99%

The Influence Factors of Electronic Word of Mouth Behaviour in Faculty of Nursing Garut Class Padjadjaran University

Kamaruddin

Simanjuntak²,

Yuliati³

2021

Sosiohumaniora

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Higher education in increasing competition needs to provide excellent quality services for students to college. Students satisfaction will be encouraged to disseminate their campus information through electronic word of mouth (eWOM). EWOM is a form of consumer willingness to voluntarily provide recommendations for others to buy or use products from companies through the internet. This research was conducted to analyze the quality of service, promotion, brand image and motivation towards eWOM. The research was quantitative research using a descriptive approach. The data were analyzed using SEM Lisrel (Structural Equation Modeling). This study was conducted of student from Faculty of Nursing Garut class who actively carry out lecture with total sample of 309. The findings of this research showed that there was a significant relationship between service quality on brand image, there is a meaningful relationship between the promotion of brand image, there is no significant relationship between service quality on eWOM, brand image has a significant to eWOM and motivation has a significant relationship to eWOM.

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“…Nevertheless, one should have in mind the relations of quality dimensions to quality, especially from the aspect of formative and reflective constructs in marketing research (Jarvis et al, 2003). Finally, service quality was previously brought in connection to behavioural intention in the field of higher education (Hwang & Choi, 2019).…”

Section: Introductionmentioning

confidence: 99%

“…Having all previously said in mind, as well as bringing service quality in the field of higher education in connection to behavioural intention in previous research (Hwang & Choi, 2019), the following model was conceptualized -see Figure 1. The results of testing that model will be presented in following parts of the paper.…”

Section: Introductionmentioning

confidence: 99%

Intention to study digital marketing in the context of expected quality of a study program

Djokic¹,

Milićević²,

Đokić³

2021

Anali Ekon fak Subotica

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Measuring the quality in higher education can be performed on a more general level, usually by adjusting the instruments for measuring the quality of services in general, or through instruments that are related most directly to the study program. In any case, in methodological terms, one should keep in mind the relevant scientific knowledge regarding the treatment of a model that describes the relations of quality and its dimensions. In addition to appropriate theoretical observations, a primary marketing research was conducted in this paper, in order to determine whether and to what extent the expected quality of the study program affects the intention to enroll in it. In this particular case, students of the Faculty of Economics in Subotica (n = 89) evaluated (in June 2021) the expected quality of the master study program Digital Marketing (which is to start at this faculty in the forthcoming academic) and expressed their intentions to enroll in that program. Structural equation modeling was used. The results indicate that the expected quality positively and statistically significantly affects the intention to study the study program. The construct of the expected quality itself is statistically significantly formed by the dimensions of quality in the following order (according to the strength of the impact): Generic Skills, Good Teaching, Clear Goals and Standards, Appropriate Workload, and Appropriate Assessment.

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Higher education service quality and student satisfaction, institutional image, and behavioral intention

Cited by 75 publications

References 0 publications

Marketing Vision for Higher Education Institutions From the Perspective of Quality and Perceived Value in the Post-COVID-19 Time

Marketing Vision for Higher Education Institutions From the Perspective of Quality and Perceived Value in the Post-COVID-19 Time

The Influence Factors of Electronic Word of Mouth Behaviour in Faculty of Nursing Garut Class Padjadjaran University

Intention to study digital marketing in the context of expected quality of a study program

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