Mediation Effects of Service Performance and Concerns of Customers on High Performance Work Systems and Institutional Performance in Higher Education Institutes

Abstract

The main purpose of this study was to examine the effects of high performance work systems (HPWS) on higher education institutions performance in Sultanate of Oman. An attempt was made to study whether performance work systems are not limited to staffing, training, involvement, performance, communication and caring practices influence employee's performance. The study also examined the effects of mediator variables namely, concern for customers and service performance on institutional performance. 530 participants were selected using a stratified sampling technique. The sample was selected from among general managers, assistant general managers or those in authority from the selected institution. Confirmatory Factor Analysis (CFA) was used to test and confirm whether the extracted factors fulfilled the psychometric properties and empirically could be considered as meaningful factors. Structural Equation Modelling (SEM) was used to test the complex relationship between HPWS and institutional performance. The results showed a direct relationship between HPWS and institutional performance and indirect relationship via concerns for employees and service performance.

The nexus between leadership styles and organizational performance: the mediating role of quality culture

“…In the context of HE, there is no consensus on how to measure OP, leading researchers to conceptualize it from context-specific perspectives or dimensions. These perspectives include financial performance (Cotelnic, 2022), teaching performance (Kaur et al , 2019), innovation performance (Asiedu et al , 2020), research performance (Alshaikhmubarak et al , 2020), operations performance (Wang et al , 2021) and service performance (Sinawi and Sharma, 2020).…”

“…Organizational performance (OP) is a widely studied topic, but its definition lacks consensus (Cotelnic, 2022). Therefore, researchers have examined OP from various perspectives, such as financial, teaching, innovation, research, operational and service performance (Alshaikhmubarak et al , 2020; Asiedu et al , 2020; Cotelnic, 2022; Iqbal et al , 2023c; Kaur et al , 2019; Sinawi and Sharma, 2020; Wang et al , 2021). Given the lack of agreement to measure OP and considering the three weak areas in the Pakistani higher education (HE) context, further research is needed to enhance understanding.…”

The effect of quality culture on service quality of public and private Universities: A comparative analysis

“…According to this definition, educational services include all processes of developing students' skills, including teaching, learning, and research, so all processes should be given equal consideration as part of educational services in the educational environment. Likewise, SQ tends to increase student satisfaction [20][21][22][23][24], and student loyalty [22,23,25], which in turn improves university performance [24,[26][27][28].…”