This quantitative study examines the effects of internationalization practices on university quality service and students' loyalty as perceived by international students in Malaysian public universities. A total of 1,575 international students from 10 different public universities in Malaysia and from different home countries participated in this…

The present study aims to conceptualize service quality and perceived value in the context of blended learning by redefining and modifying the existing SERVQUAL model, reviewing prior marketing literature on perceived value, and examining the relationships between service quality, perceived value, and student satisfaction. The sample was…

The need for private higher education in South Africa is reflected by the explosive growth of newly registered private higher education institutions. This is coupled with a need for corporate quality management of service quality for students and academics. This article elaborates on service quality from a corporate sociotechnical perspective. The…

Students must take responsibility for their learning and participate in learning activities to achieve the purpose of learning activities in distance education. Students' service quality perceptions, attitudes, and self-efficacy regarding distance education are important variables in this context. To that end, this study investigates the higher…

The number of enterprises in the service sector is increasing with the time and the market for service sector is expanding. Universities as higher education institutions were affected by these developments in the service sector and have included providing quality service to their internal and external stakeholders as their top priority. Providing…

The service quality in educational institutions has been focused on two dimensions, namely core and value-added service quality. The core service quality is the various basic service quality variables established by the pioneer in the field. These are reliability, responsiveness, empathy, assurance, and tangibles. The paper focuses on the core…

Purpose: Unless higher education institutions ensure that first-rate academic programme offerings are supported with the provision of high-quality services, student satisfaction, retention, enrolment and ultimately, viability of the institutions will be adversely affected (Canic and McCarthy, 2000). The purpose of this paper is to evaluate the…

The education sector as a service industry, is increasingly recognising the importance of service quality, in their quest to heightened efforts to meet the ever-changing expectations of their students. The higher education landscape regards students as customers and therefore, gives them greater latitude in their demand for better academic…

This research aims to analyze the information system of learning management and the overall quality of service to the customer's satisfaction application of Ruangguru. This study employed a descriptive quantitative approach. The sampling technique was purposive sampling based on Slovin equations. Data were collected using a synchronous survey…

This paper studies the service quality (SQ) of higher education institutes (HEI), offering professional courses from the perspective of faculty as they are the service providers as well as a major stakeholder in the educational arena. PHEISQUAL (Professional higher education institute service quality) scale has been developed to measure the…

IT leaders in higher education institutions (HEI) face a challenge to incorporate the continuous transformation of technology and the way it is applied in HEIs to improve the quality of IT service delivery. Managing IT per se, became more than managing IT systems with a fixed set of knowledge and skills. IT leaders needs to manage IT as a value…

The research explores community orientation (CO) perceptions and their potential outcomes within a higher education context. The study follows a three-step approach that draws from service marketing, organization theory, and higher education literature. Subsequently, a qualitative approach is adopted to develop the research model, followed by a…

Purpose: The purpose of this study is to investigate university students' perception of service quality and satisfaction in a developing country to guide quality improvement. Design/methodology/approach: The study uses a quantitative survey design. A new instrument has been developed to measure student perceived service quality. Data was collected…

In environments characterised by complex structures and processes, universities rely on co-operation and goodwill between staff to function effectively, underpinned by good service quality. However, there is a lack of research on relationship quality in internal service settings and on the role support staff play in the development and enhancement…

The study aimed to investigate undergraduate students' perceptions of the service quality at Madda Walabu University. An innovative sequential explanatory mixed-methods design was employed to comprehensively analyse students' experiences. The quantitative analysis utilized the well-established and adapted SERVQUAL tool with a substantial sample of…