Marketing public and private higher education institutions: A total experiential model of international student’s satisfaction, performance and continues intention

Shahijan, Milad Kalantari; Rezaei, Sajad; Guptan, Vinitha

doi:10.1007/s12208-018-0198-2

Cited by 16 publications

(10 citation statements)

References 150 publications

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“…Like some studies from an education perspective, Shahijan, Sajad, and Guptan (2018) found that performance is affected by student's satisfaction, and Pintrich and De Groot (1990) found that commitment is linked to customer outcome including performance. Also, Rojas-Mendez, Vasquez-Parraca, Kara, and Cerda-Urrutia (2009) found performance as an important factor leads to customer's loyalty.…”

Section: Performancementioning

confidence: 74%

“…More recent efforts have examined student satisfaction, commitment, achievement, and behavioral intention independently as measures of students' success (Hoffman & Lowitzki, 2005). As in the study on the experiential model of international students' satisfaction and performance, Shahijan, Sajad, and Guptan (2018) reported that performance is affected by different factors such as university image, students' expectations and experience, service quality, and degree of satisfaction, and stated that there is a positive linkage between satisfaction and performance.…”

Section: The Impact Of Satisfaction and Commitment On Performancementioning

confidence: 99%

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A Study on the Effects of Business Service Quality on Satisfaction, Commitment, Performance, and Loyalty at a Private University

LEE¹,

SEONG²

2020

JAFEB

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The purpose of this study is to investigate the impacts of business service quality on satisfaction, commitment, performance, and loyalty in higher education. A survey was given to undergraduates involved in business through employment and start-up companies at a private university in Korea. With 252 respondents, this study used exploratory factor analysis and reliability analysis to verify the reliability and validity of measured variables. Multiple regression was employed as a statistical method for the hypotheses of the study. The research questions were: 1) How do education SERVQUAL factors (tangibles, responsiveness, reliability, assurance, and empathy) affect customer satisfaction? 2) How do education SERVQUAL factors affect customer commitment? 3) How does customer satisfaction or commitment affect education performance? 4) How does customer satisfaction, commitment or performance affect their loyalty in higher education? The findings show that most dimensions of business service quality have effects on satisfaction and commitment, and satisfaction and commitment have a positive effect on performance. Additionally, satisfaction, commitment and performance all have an effect on loyalty. This study confirmed the need for the improvement of business service quality in a private university. Additionally, it highlighted the importance of user satisfaction, commitment and performance in order to increase the loyalty level of undergraduate students.

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Section: Performancementioning

confidence: 74%

Section: The Impact Of Satisfaction and Commitment On Performancementioning

confidence: 99%

A Study on the Effects of Business Service Quality on Satisfaction, Commitment, Performance, and Loyalty at a Private University

LEE¹,

SEONG²

2020

JAFEB

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“…Shahijan et al have examined the experiences of international students' satisfaction with HEIs. In their work, they focused on measuring the experiences of international students, as well as their satisfaction level and perceived performance [99]. This is a complex task, considering that the international student experience is a multidimensional issue influenced by various personal and cultural factors [91].…”

Section: Rq3: What Methods Are Used To Evaluate (Undergraduate) Sx?mentioning

confidence: 99%

Student eXperience: A Systematic Literature Review

2021

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Students’ experiences have been covered by a large number of studies in different areas. Even so, the concept of student experience (SX) is diffuse, as it does not have a widely accepted meaning and is often shaped to the specific purposes of each study. Understanding this concept allows educational institutions to better address the needs of students. For this reason, we conducted a systematic literature review addressing the concept of SX in higher education, specifically aiming at undergraduate students. In this work, we approach the concept of SX from the perspective of customer experience (CX), based on the premise that students are users of higher education institutions’ products, systems and/or services. We reviewed articles published between 2011 and 2021, indexed in five databases (Scopus, Web of Sciences, ACM digital, IEEE Xplore and Science Direct), trying to address research questions concerning: (1) the SX definition; (2) dimensions, attributes and factors that influence SX; and (3) methods used to evaluate the SX. We selected 65 articles and analyzed various SX definitions, as well as scales and surveys to evaluate SX, mainly relating to satisfaction and quality in higher education. We propose a holistic definition of SX and recommend ways to achieve its better analysis.

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“…Studies have shown that performance has a positive influence on the willingness to continue. According to Shahijan et al (2018), students' perceived performance positively influences continuance intention. Hence, the following hypothesis is posited: H6: Students' performance positively influences willingness to continue.…”

Section: Perceived Performancementioning

confidence: 99%

The sequential mediation model of students’ willingness to continue online learning during the COVID-19 pandemic

Ngah

Kamalrulzaman

Mohamad

et al. 2022

RPTEL

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This study explored the factors influencing students’ willingness to continue with the online learning system during the coronavirus disease 2019 (COVID-19) pandemic by adopting the stimulus–organism–response (SOR) theory. This study also incorporated e-learning readiness, performance, and satisfaction as mediators. The present study employed the purposive sampling method, whereby 2215 data of undergraduate students from a public university were gathered using an online survey and analysed using structural equation modelling (SEM) with Smart Partial Least Squares (SmartPLS). The results revealed that students’ e-learning readiness, performance, and satisfaction positively influenced their willingness to continue online learning. Besides, students’ e-learning readiness, performance, and satisfaction sequentially mediated the relationship between the online learning system quality and willingness to continue online learning. Significantly, this study provided new insights into the literature on students’ willingness to continue online learning by providing empirical evidence on the factors that support their willingness to continue online learning during the COVID-19 pandemic.

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Marketing public and private higher education institutions: A total experiential model of international student’s satisfaction, performance and continues intention

Cited by 16 publications

References 150 publications

A Study on the Effects of Business Service Quality on Satisfaction, Commitment, Performance, and Loyalty at a Private University

A Study on the Effects of Business Service Quality on Satisfaction, Commitment, Performance, and Loyalty at a Private University

Student eXperience: A Systematic Literature Review

The sequential mediation model of students’ willingness to continue online learning during the COVID-19 pandemic

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