Using the SERVQUAL model to assess service quality and students' satisfaction

In response to the coronavirus crisis, higher education institutions have partially or fully transformed into electronic education systems (EESs). This paper presents the results of a student survey conducted at AL al-Bayt University to assess the quality of the electronic educational system (EES) during the coronavirus pandemic. The study variables addressed by the questionnaire were tangible physical features (TPFs), flexibility (FEES), examination construction and management (ECM); admission, storage, and registration management (ASRM), security and privacy (S&P), learning site content (LSC); and students’ level of satisfaction (LoS). The exploratory study methodology was applied to 324 students at AABU, where the research data were collected using a Google Docs questionnaire and distributed to students. The results highlighted that students were satisfied with the quality of EES implemented by AABU during the lockdown period in terms of tangible physical features (TPF) and learning site content (LSC) and there was a statistically significant relationship between TPF and LSC. However, some undesirable features were reported, such as a lack of adequate infrastructure for students, which enabled them to interact effectively with their teachers to gain the target of applying EES. Consequently, AABU needs to implement effective measures to improve and increase the quality and level of satisfaction with EES. Finally, electronic education is a more adapted, smooth, and affordable alternative than traditional face-to-face education.

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“…Almigheerbi et.al. [10] applied the SERVQUAL model to evaluate an education system at Tripoli University.…”

Section: Related Workmentioning

confidence: 99%

Assessment of Quality of the Electronic Education System in the Corona Crisis Period: Applied Study on Al al-Bayt University

Alsharafat

Alrashdan

Munther³

et al. 2023

Int. J. Interact. Mob. Technol.

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“…The SERVQUAL model, by Parasurnaman among other research scholars, was developed as a multiitem scale to assess customer perceptions of the quality of service in retail and service businesses (Daniel & Berinyuy, 2010). Succeeding, this multiitem scale decomposes the concept of service quality into five paradigms as follows: Reliability, Assurance, Tangibles, Empathy and Responsiveness.…”

Section: Theory Of Service Quality (Servqual)mentioning

confidence: 99%

Influence of Outpatient Service Quality on Patient Satisfaction in Public Hospitals in Mombasa Kenya

CHIBUNGU,

MUTUKU (PhD)

2022

strategicjournals.com

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The study's main objective was to find out the influence of outpatient service quality on patient satisfaction within public hospitals in Mombasa. Data was collected from 39 different people who sought services from the level 5 facility. The research respondents were the outpatients of the hospital. A descriptive research design was used. Data was analysed in descriptive statistics which were presented by tables and Statistical Package for Social Sciences (SPSS) Version 24 software was also used. The researcher distributed 394 questionnaires to the outpatients at Coast General Teaching and Referral Hospital but only 354 questionnaires were completely filled and returned which represented a response rate of 89.8%. Based on the study analysis, it was determined that responsiveness of the hospital positively and significantly affects patient satisfaction (R=0.667; P=0.004) and an improvement of hospital responsiveness would lead to improvement in patient satisfaction significantly (β=0.127; P=0.045). Based on the study analysis, it was determined that responsiveness of the hospital positively and significantly affects patient satisfaction (R=0.667; P=0.004) and an improvement of hospital responsiveness would lead to improvement in patient satisfaction significantly (β=0.127; P=0.045). It was also determined that tangibility significantly and positively affects patient satisfaction (R=0.905; P=0.006) and improvement in tangibility would significantly contributes to the improvement of patient satisfaction (β=0.173; P=0.003). On the fourth objective, it was revealed that empathy positively and significantly affects patient satisfaction (R=0.557; P=0.001) and an improvement on empathy would lead to an improvement on patient satisfaction insignificantly (β=0.085; P=0.051). The study revealed that reliability positively and significantly affects patient satisfaction (R=0.631; P=0.000) and an improvement of reliability would significantly contribute to the patient satisfaction (R=0.631; P=0.000). The study concluded that service quality dimensions at Coast General Teaching and Referral Hospital affects patients' satisfaction and all the improvement of dimensions of service quality would lead to an improvement in patient satisfaction. The study concluded that both national and county government public sector hospitals continue upgrading the quality of health service and the process of development and modernization, especially in the area training of human resources and upgrading of staff.

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“…). o e er, according to Berinyuy et al (2010), there are other events which may intervene between the stimulation and experience of a decision-maker. Service quality components define the level of strategic decisions and determine the level of perception of a company by its stakeholders (Kyriazopoulos et al, 2007).…”

Section: The Mediating Effect Of Customer Expectations On the Relatio...mentioning

confidence: 99%

“…This finding has important implications for theory development in the field of strategic decisions, customer expectations, and competitive market dynamics Berry, 1991a, 1991b; ep o a Žū aitė-Jefimo ienė, ). The mediating role of customer expectations was conceptualised based on evidence by Maria & Konstantin, (2012), while the direct impact of strategic decisions on competitive market dynamics was based on Berinyuy et al (2010). This argument on the mediating role of customer expectations was then extended to the notion of competitive market dynamics.…”

Section: Figure 4: Mediating Proposition 5 and Related Hypothesis (Me...mentioning

confidence: 99%

The Mediating and Moderating Roles of Customer Expectation and Insurance Regulations on the Relationship Between Strategic Decisions and the Competitive Insurance Market Dynamics in Kenya

ABONGO,

SENAJI (PhD.),

MUTINDA (PhD.)

2018

strategicjournals.com

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This study sought to establish the mediating effect of customer expectations and the moderating effect of insurance regulations on the relationship between Strategic Decisions and Competitive Insurance Market Dynamics in Kenya. The adopted a multi-stage sampling technique involving census, purposive, and cluster sampling to identify the 62 insurance companies and the chief executive officers and the 385 insurance customers. The study adopted an Ordinal Regression Model to examine the direct relationship between the predictor and the criterion variables while the relationship between the outer and inner model variables was analysed using the G-SEM Model, more particularly the Structural Equation Model-Partial Least Squares model and internal consistency tested using a test re-test method. The results of the study confirmed a positive direct effect of strategic decisions on the competitive insurance market dynamics. Further results also noted that customer expectations had a positive mediating role in the relationship between strategic decisions and competitive insurance market dynamics in Kenya while insurance regulations had a negative moderating role in the relationship between the predictor and criterion variable. The study provided comprehensive empirical evidence on the value and efficacy of modelling effects of strategic decisions on competitive insurance market dynamics in Kenya.

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Using the SERVQUAL model to assess service quality and students' satisfaction

Cited by 5 publications

References 5 publications

Assessment of Quality of the Electronic Education System in the Corona Crisis Period: Applied Study on Al al-Bayt University

Assessment of Quality of the Electronic Education System in the Corona Crisis Period: Applied Study on Al al-Bayt University

Influence of Outpatient Service Quality on Patient Satisfaction in Public Hospitals in Mombasa Kenya

The Mediating and Moderating Roles of Customer Expectation and Insurance Regulations on the Relationship Between Strategic Decisions and the Competitive Insurance Market Dynamics in Kenya

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