... the links between service quality (SQ), relational trust (RT) and students' attitudes toward institutions. Design/methodology/approach A correlational research design was adopted with a non-probability convenience sampling technique, the data were collected from students in public and private higher...

... the quality improvement spiral. Irish Tejero-Dakay can be contacted at: itdakay@gmail.com 28 03 2023 08 12 2023 03 01 2024 12 02 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Kano analysis Service quality Higher...

... and direct relationship with both student satisfaction and student loyalty. Originality/value This study presents an updated empirical model of student loyalty. Contrary to previous studies, the results indicate that service quality is not related to student satisfaction. However, it is found...

...Chi Nguyen Thi Khanh; That Huu Nguyen Purpose This study aims to examine how university social responsibility (USR) global engagement is influenced, and its impact on service quality and “customer” loyalty. There are four determinants of USR global engagement which are responsible education...

... established by consumer researchers to test the hypothesis that university social responsibility (USR) would predict student loyalty, but that this relation would be mediated by perceived service quality, student satisfaction, and student trust in their university. Design/methodology/approach Fee-paying...

...Hayford Amegbe; Charles Hanu; Farouq Mensah Purpose The purpose of this paper is to examine the role of employees’ behavioural factors in increasing students’ loyalty. It specifically examines the direct and indirect mediations between employees’ service quality, trust and intimacy. The focus...

... this goal. Creating a positive brand image is one such strategy. The purpose of this paper is to conceptualize university brand image as its heritage, service quality and trustworthiness and investigate their relationship with student’s satisfaction. It also investigates the role of university reputation...

...Pragya Gupta; Neeraj Kaushik Purpose The purpose of this paper is to review the dimensions of service quality used in different countries across the world, especially in the higher education sector. Design/methodology/approach Content analysis is used to get a comprehensive insight...

...Yit Sean Chong; Pervaiz Ahmed Purpose – The purpose of this paper is to explore the complex nature of perceived quality by employing a phenomenological study to understand the meaning of University Service Quality (USQ) as experienced by the business undergraduate students. Design/methodology...

... or not with their institution. © Emerald Group Publishing Limited 2013 United Arab Emirates Higher education Students Student satisfaction Transnational higher education International branch campuses Service quality Logistic regression model Since the turn of the century, the establishment...

...Raymond Teo; Geoffrey N. Soutar Purpose The purpose of this paper is to examine the role service quality, satisfaction and commitment play in word of mouth (WOM) formation among adult learners in Singapore. Design/methodology/approach The study used a quantitative survey of 165 adult students...

... in collecting and using service quality‐related information from three principal groups: namely, future employers, staff and students, towards this goal. Future research directions are also discussed. Managing for quality is one of the most important challenges that educational institutions, such as schools...

...Gaston LeBlanc; Nha Nguyen Examines the concept of service quality in business education with data collected from 388 students. Identifies seven factors which influence student evaluations of service quality. In descending order of importance these factors are: reputation, administrative personnel...

... stands for Thank God It’s Friday, is a US bistro where fun masks highly professional systems of service and back‐of‐house procedures, structured with a creative accent on staff training and movement. Ethics Partnering Schools Service quality Social responsibility Work experience...

... to assess and account for the return on the quality investments made by those stakeholders involved in the quality venture. Cost of quality Education Measurement Return on investment Service quality TQM Total quality management (TQM) has become operational in many school systems throughout...