The Impact of Service Climate and Job Satisfaction on Service Quality in a Higher Education Platform

Abstract

This study examines service climate and service quality through the mediating impact of job satisfaction within a tertiary education level in Bangladesh. The sample size of the study consisted of 140 faculty-members from four different private universities of Dhaka city and a structured questionnaire was designed to assess the service quality of higher education. Several statistical methods such as t-test, correlations and multiple-regression were used to analyze the data. The study discloses that the overall service climate has a significant positive impact on service quality. Finally, the study reveals that job satisfaction is partially mediating between service climate and service quality. This paper makes an outstanding empirical contribution by incorporating service climate and job satisfaction and exploring their relationships with service quality in the context of higher education. The overall results of this study would be International Journal of Learning and Development ISSN 2164-4063 2017 http://ijld.macrothink.org 49 valuable to the planners to formulate the pragmatic strategies for ensuring service quality through service climate and job satisfaction of faculty-members in the private tertiary level institutions. This is one of the rare empirical studies in this sector, and thus represents a unique contribution to the literature.

Job Satisfaction and Turnover Intention of Bpo Workers: The Mediating Effect of Service Performance

“…This means that BPO workers viewed their physical working environment as visually appealing and is generally congruent to the services being provided (Eberendu, Akpan, Ubani, and Ahaiwe, 2018). These findings agree with the study of Osman (2017) that highly satisfied employees tend to be more enthusiastic to participate with positive and helpful attitudes that lead to superior services. While Timney (2017) argued that loss of customer goodwill may also occur during the first transaction by means of giving wrong information, it is safe to say that BPO workers are quite competent in terms of giving correct services and handling customers with courtesy and enthusiasm.…”

“…Through various quality assurance metrics, call centers can monitor employees' service performance and customer satisfaction rates. It is found that highly satisfied employees are more enthusiastic and positive in dealing with customers, leading to superior services (Osman, 2017). This is parallel to the study of Godarzvand et al (2016), which reveals that job satisfaction leads to employees' effective participation, which in turn significantly affects their service performance.…”

Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment

“…In the same manner, Vaseer and Shahzad (2016) emphasized the importance of the relationship between job satisfaction and service quality and found a strong effect of the former on the latter in public and private universities in Pakistan. In addition, Osman et al(2017) found that the job satisfaction of faculty members partially mediated the relationship between service climate and service quality. In a systematic review that evaluated the service quality of higher education institutions from a post-COVID-19 perspective Camilleri (2021) discovered that attitudes and behaviors influenced employees' ability to provide appropriate service quality in the higher education context.…”

An Integrated Mediating and Moderating Model to Improve Service Quality through Job Involvement, Job Satisfaction, and Organizational Commitment

“…A similar study emphasized the vital effect of JS on SQ; the study found a significant impact of JS on SQ in the universities in Pakistan [3]. Another study found that faculty satisfaction partially mediates the service climate and service quality relationship [48]. A recent systematic review of the service quality in the post-COVID-19 era in higher education institutions by [49] found that employee attitudes and behaviors have a major effect on service quality.…”