Students' Satisfaction and University Reputation through Service Quality in Private Higher Educational Institutions in Bangladesh |
ALAM, Mohammad Manjur
(Department of Computer Science and Engineering, International Islamic University Chittagong (IIUC))
ALAUDDIN, Md. (Department of Marketing, City University of Hong Kong) SHARIF, Mohd Yasin (Department of English Language and Literature, International Islamic University Chittagong) DOOTY, Evana Nusrat (Department of Business Administration, International Islamic University Chittagong) AHSAN, Syed Md. Hasib (Department of Business Administration, International Islamic University Chittagong) CHOWDHURY, Mustafa Manir (Department of Business Administration, International Islamic University Chittagong) |
1 | Alves, H., & Raposo, M. (2010). The influence of university image on student behavior. International Journal of Educational Management, 24(1), 73-85. https://doi.org/10.1108/09513541011013060 DOI |
2 | Jung, N. Y., & Seock, Y. K. (2016). The impact of corporate reputation on brand attitude and purchase intention. Fashion and Textiles, 3(1), 1-15. https://doi.org/10.1186/s40691-016-0072-y DOI |
3 | Kotler, P., & Clarke, R. N. (1987). Marketing for health care organizations. Englewood Cliffs, NJ: Prentice Hall International Inc. |
4 | Joshi, P. (2019). The growth, roles, and needs of the private education system: Private stakeholder perspectives from Nepal. International Journal of Educational Development, 65, 57-67. https://doi.org/10.1016/j.ijedudev.2019.01.002 DOI |
5 | Nadiri, H., Kandampully, J., & Hussain, K. (2009). Students' perceptions of service quality in higher education. Total Quality Management, 20(5), 523-535. https://doi.org/10.1080/14783360902863713 DOI |
6 | Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction, and loyalty. European Journal Marketing, 27(9), 19-35. https://doi.org/10.1108/03090569310043179 DOI |
7 | Tabachnick, B. G., Fidell, L. S., & Ullman, J. B. (2007). Using multivariate statistics. Boston, MA: Pearson. |
8 | Marzo, M. (2013). A new management element for universities: Satisfaction with the courses offered. International Journal of Educational Management, 19(6), 505-526. https://doi.org/10.1108/09513540510617454 DOI |
9 | Meydan, C. H., & Sesen, H. (2011). Structural equation modeling AMOS applications. Ankara: Detay Publishing. |
10 | Mulyono, H., Hadian, A., Purba, N., & Pramono, R. (2020). Effect of service quality toward student satisfaction and loyalty in higher education. Journal of Asian Finance, Economics, and Business, 7(10), 929-938. https://doi.org/10.13106/jafeb.2020.vol7. no10.929 DOI |
11 | Oldfield, B. M., & Baron, S. (2000). Student perceptions of service quality in a UK university business and management faculty. Quality Assurance in Education, 8(2), 85-95. https://doi.org/10.1108/09684880010325600 DOI |
12 | Owlia, M. S., & Aspinwall, E. M. (1996). A framework for the dimensions of quality in higher education. Quality Assurance in Education, 4(2), 12-20. https://doi.org/10.1108/09684889610116012 DOI |
13 | Palacio, A. B., Meneses, G. D., & Perez, P. J. P. (2002). The configuration of the university image and its relationship with the satisfaction of students. Journal of Educational Administration, 40(5), 486-505. https://doi.org/10.1108/09578230210440311 DOI |
14 | Liu, J., & Bray, M. (2020). Private subtractory tutoring the negative impact of shadow education on public schooling in Myanmar. International Journal of Educational Development, 76, 102213. https://doi.org/10.1016/j.ijedudev. 2020.102213 DOI |
15 | Sohail, M. S., Rajadurai, J., & Rahman, N. A. A. (2003). Managing quality in higher education: A Malaysian case study. International Journal of Educational Management, 17(4), 141-146. https://doi.org/10.1108/09513540310474365 DOI |
16 | Santos, G., Marques, C. S., Justino, E., & Mendes, L. (2020). Understanding social responsibility's influence on service quality and student satisfaction in higher education. Journal of Cleaner Production, 256, 120597. https://doi.org/10.1016/j.jclepro.2020.120597 DOI |
17 | Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66. https://doi.org/10.1177/002224299405800304 DOI |
18 | Arbuckle, J. L. (2003). Amos 5.0 update to the Amos user's guide. Chicago, IL: SPSS. |
19 | Nunnally, J. C. (1994). Psychometric theory (3rd ed.). New Delhi: Tata McGraw-HillEducation. |
20 | Douglas, J., Douglas, A., & Barnes, B. (2006). Measuring student satisfaction at a UK university, Quality Assurance in Education, 14(3), 251-267. https://doi.org/10.1108/09684880610678568 DOI |
21 | Abdullah, F. (2006). Measuring service quality in higher education: HEdPERF versus SERVPERF. Marketing Intelligence & Planning, 24(1), 31-47. https://doi.org/10.1108/02634500610641543 DOI |
22 | Bentler, P. M., & Chou, C. P. (1987). Practical issues in structural modeling. Sociological Methods & Research, 16(1), 78-117. https://doi.org/10.1177/0049124187016001004 DOI |
23 | Byrne, B. M. (2001). Structural equation modeling with AMOS: Basic concepts, applications, and programming. Abingdon, UK: Routledge. |
24 | Byrne, B. M. (2013). Structural equation modeling with Mplus: Basic concepts, applications, and programming. Abingdon, UK: Routledge. |
25 | Abbas, J. (2020). HEISQUAL: A modern approach to measuring service quality in higher education institutions. Studies in Educational Evaluation, 67, 100933. https://doi.org/10.1016/j.stueduc.2020.100933 DOI |
26 | Abd Manaf, N. H., Ahmad, K., & Ahmed, S. (2013). Critical factors of service quality in a graduate school of Malaysia. International Journal of Quality and Service Sciences, 5(4), 415-431. https://doi.org/10.1108/IJQSS-07-2012-0006 DOI |
27 | Ahmed, I., Nawaz, M. M., Ahmad, Z., Ahmad, Z., Shaukat, M. Z., Usman, A., & Ahmed, N. (2010). Does service quality affect students' performance? Evidence from institutes of higher learning. African Journal of Business Management, 4(12), 2527-2533. https://doi.org/10.5897/AJBM.9000224 DOI |
28 | Akareem, H. S., & Hossain, S. S. (2012). Perception of education quality in private universities of Bangladesh: a study from students' perspective. Journal of Marketing for Higher Education, 22(1), 11-33. https://doi.org/10.1080/08841241.2012.705792 DOI |
29 | Eurico, S. T., Da Silva, J. A. M., & Do Valle, P. O. (2015). A model of graduates' satisfaction and loyalty in tourism higher education: The role of employability. Journal of Hospitality, Leisure, Sport & Tourism Education, 16, 30-42. https://doi.org/10.1016/j.jhlste.2014.07.002 DOI |
30 | Chuah, C. W., & Sri Ramalu, S. (2011). Students' satisfaction towards the university: Do service quality matter? International Journal of Education, 3(2), 1-15. https://doi.org/10.5296/ije.v3i2.1065 DOI |
31 | Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective (7th ed.). Upper Saddle River, NJ: Pearson Education. |
32 | Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: The case of university education. European Journal of Marketing, 31(7), 528-540. https://doi.org/10.1108/03090569710176655 DOI |
33 | Nguyen, Q. L. H. T. T., Nguyen, D. V., Chu, N. N. M., & Tran, V. H. (2020). Application of total quality management in developing quality assessment model: The case of Vietnamese higher education. Journal of Asian Finance, Economics, and Business, 7(11), 1049-1057. https://doi.org/10.13106/jafeb.2020.vol7.no11.1049 DOI |
34 | Alessandri, S. W., Yang, S. U., & Kinsey, D. F. (2006). An integrative approach to university visual identity and reputation. Corporate Reputation Review, 9(4), 258-270. https://doi.org/10.1057/Palgrave.crr.1550033 DOI |
35 | Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.1177/002224378101800104 DOI |
36 | Lawton, S. B. (1992). Why restructure? An international survey of the roots of reform. Journal of Education Policy, 7(2), 139-154. https://doi.org/10.1080/0268093920070202 DOI |
37 | Sharabi, M. (2013). Managing and improving service quality in higher education. International Journal of Quality and Service Sciences, 5(3), 309-320. https://doi.org/10.1108/IJQSS-03-2013-0016 DOI |
38 | Tran, V. D., & Bui, V. L. C. (2020). Factors Influencing the Decision of Vietnamese Students to Study English in the Philippines. Journal of Asian Finance, Economics, and Business, 7(11), 595-606. https://doi.org/10.13106/jafeb.2020.vol7.no11.595 DOI |
39 | Yousapronpaiboon, K. (2014). SERVQUAL: Measuring higher education service quality in Thailand. Procedia-Social and Behavioral Sciences, 116, 1088-1095. https://doi.org/10.1016/j.sbspro.2014.01.350 DOI |
40 | Wilkinson, R., & Yussof, I. (2005). Public and private provision of higher education in Malaysia: A comparative analysis. Higher Education, 50(3), 361-386. https://doi.org/10.1007/s10734-004-6354-0 DOI |
41 | Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. https://doi.org/10.1177/002224299606000203 DOI |
42 | Zhang, J., Wang, J., Min, S. D., Chen, K. K., & Huang, H. (2016). Influence of curriculum quality and educational service quality on student experiences: A case study in sport management programs. Journal of Hospitality, Leisure, Sport & Tourism Education, 18, 81-91. https://doi.org/10.1016/j.jhlste.2016.04.001 DOI |
43 | Indrajit, R. E., & Djokopranoto, R. (2006). Modern college management. Yogyakarta: Andi Offset. |
44 | Haw, J. (2018). Service quality improves students' evaluation of good teaching. Journal of Hospitality & Tourism Education, 30(3), 135-143. https://doi.org/10.1080/10963758.2018.1444492 DOI |
45 | Hom, W. C. (2002). Applying customer satisfaction theory to community college planning of counseling services. https://files.eric.ed.gov/fulltext/ED481317.pdf |
46 | Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55. https://doi.org/10.1080/ 10705519909540118 DOI |
47 | International Islamic University Chittagong (IIUC). (2018). IIUC history. https://www.iiuc.ac.bd/about/history# |
48 | Le, H. Q. (2020). Factors affecting students' decision to select private universities in Vietnam. Journal of Asian Finance, Economics, and Business, 7(4), 235-245. https://doi.org/10.13106/jafeb.2020.vol7.no4.235 DOI |
49 | Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.1177/002224298504900403 DOI |
50 | Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-37. https://edisciplinas.usp.br/pluginfile.php/2220966/mod_folder/content |
51 | Sahney, S., Banwet, D. K., & Karunes, S. (2004). A SERVQUAL and QFD approach to total quality education. International Journal of Productivity and Performance Management, 53(2), 143-166. https://doi.org/10.1108/17410400410515043 DOI |
52 | Pedro, E., Mendes, L., & Lourenco, L. (2018). Perceived service quality and student's satisfaction in higher education: The influence of teaching methods. International Journal for Quality Research, 12(1), 165-192. https://doi.org/10.18421/IJQR12.01-10 DOI |
53 | Rahman, S., Mia, M., Ahmed, F., Thongrak, S., & Kiatpathomchai, S. (2020). Assessing students' satisfaction in public universities in Bangladesh: An empirical study. Journal of Asian Finance, Economics, and Business, 7(8), 323-332. https://doi.org/10.13106/jafeb.2020.vol7.no8.323 DOI |