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Determinants of Customer-Perceived Service Quality in Higher Education: The Roles of Job Satisfaction And Organizational Commitment

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dc.contributor.authorAbd Al-Aziz Hamed Al-Refaeien_US
dc.contributor.authorHairuddin Mohd Alien_US
dc.contributor.authorAbdulmajid Mohammed Aldabaen_US
dc.contributor.authorAbdul Rahim Zumrahen_US
dc.date.accessioned2024-05-28T06:49:52Z
dc.date.available2024-05-28T06:49:52Z
dc.date.issued2023
dc.date.submitted2024-1-11
dc.descriptionVol. 16, Issue 1, pages 1 - 18
dc.description.abstractPurpose This study aims to examine the constructs of job satisfaction and organizational commitment (OC) as the determinants of customer-perceived service quality in higher education context. It also explores the role of OC in mediating the dynamics of the relationship. Design/methodology/approach It applied the cross-sectional, ex post facto survey method to acquire data from 1,776 respondents at Aden University. Two sets of questionnaires on job satisfaction, OC and perceived service quality were filled out by 296 academic staff and 1,480 students. Data were analyzed using structural equation modeling. Findings The results showed that job satisfaction exercised a significant positive effect on OC and students’ perception of service quality (i.e. the quality of lectures delivered in class that shaped their learning experiences). OC also significantly affected students’ perception of service quality and partially mediated the effect of job satisfaction on perceived service quality. Research limitations/implications The current research only investigated the outcomes of job satisfaction and did not cover critical antecedents of job satisfaction, such as employee training and development, rewards and benefits and the like. Its outcomes have important implications for managing the link between organizational practices and customers perception of service quality in higher education context. Practical implications The results have accentuated the importance of universities’ ensuring and increasing faculty’s job satisfaction and commitment if they seek to enhance students’ perception of service quality. Universities can do so by improving their organizational practices, which are expected to result in faculty well-being and improved working conditions. Originality/value The results have contributed new insights into the current understanding of the dynamics between and among job satisfaction, OC and customers’ perceptions of service quality. It has demonstrated how OC is shaped by job satisfaction and can influence the quality of services rendered by employees if they are happy and satisfied with the organizationen_US
dc.identifier.doi10.1108/IJQSS-08-2022-0089
dc.identifier.epage18
dc.identifier.issn1756-669X
dc.identifier.issue0
dc.identifier.spage1
dc.identifier.urihttps://www.emerald.com/insight/content/doi/10.1108/IJQSS-08-2022-0089/full/html
dc.identifier.urihttps://oarep.usim.edu.my/handle/123456789/7825
dc.identifier.volume0
dc.language.isoen_USen_US
dc.publisherEmeralden_US
dc.relation.ispartofInternational Journal of Quality and Service Sciencesen_US
dc.subjectJob satisfaction, Organizational commitment, Perceived service quality, Direct and indirect effects, Mediation analysis, Yemeni higher educationen_US
dc.titleDeterminants of Customer-Perceived Service Quality in Higher Education: The Roles of Job Satisfaction And Organizational Commitmenten_US
dc.typeArticleen_US
dspace.entity.typePublication
oaire.citation.endPage18
oaire.citation.issue1
oaire.citation.startPage1
oaire.citation.volume16

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