Purpose: This research investigates the relationship between e-learning service quality dimensions, student e-learning satisfaction, commitment and behaviour towards finance courses in higher education institutes of Pakistan. Design/methodology/approach: Due to specific study objectives, the authors gathered sample data of 359 university students…

Purpose: Student loyalty is important if universities are to stay in business by recruiting and retaining satisfied students who provide positive evaluations of their university to others. The current study employed a theoretical framework established by consumer researchers to test the hypothesis that university social responsibility (USR) would…

Purpose: This paper focuses on students' perceptions of the quality of non-academic services received in higher education. While the important role played by expectations and perceptions in students' evaluations of such services has been discussed in much of the service quality literature, there is insufficient work in the private tertiary…

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 is on the effects of constructs of service quality (SQLTY), trust (TRUS) and intimacy (INTIMACY)…

Purpose: Providing quality service is the goal of many service providers and higher education institutions are not exceptional. However, service failure may occur from time to time which may eventually lead to customer dissatisfaction with the service rendered. The purpose of this paper is to examine service failure incidents in higher education.…

Purpose: The purpose of this paper is to explore sense-making of early childhood (EC) leaders in EC services rated as exceeding/excellent in Australian accreditation. Design/methodology/approach: An interpretivist ontology and social constructivist epistemology informs the study. The conceptual framework uses the concept of sense-making to explore…

Purpose: It is not easy to grasp the concept of "value" in the higher education context. In fact, different stakeholders generally hold diverging perspectives about the value generated by Higher Education Institutions (HEIs). The purpose of this paper is to disentangle the value expectations and perceptions of current and former students…

Purpose: Given the competitive landscape in the higher education setting, it is important that universities adopt strategies that create competitive advantage for them. Universities must leverage their resources efficiently to address this goal. Creating a positive brand image is one such strategy. The purpose of this paper is to conceptualize…

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 programs, knowledge management, organizational management and social engagement.…

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 who were enrolled in part-time undergraduate programmes at the Singapore Institute of…

Purpose: This study investigates the antecedents of student loyalty towards universities. This study offers new insights into postgraduate loyalty in the context of the Malaysian higher education industry. Design/methodology/approach: Partial least squares structural equation modelling is used to analyse data obtained from a survey of 231…

Purpose: The purpose of this paper is to examine the voice of Chinese and Vietnamese international students through studying the similarities and differences in their learning experiences and the reasons underlying their experience. Design/methodology/approach: In total, 57 Chinese and Vietnamese international students participated in focus groups…

Purpose: This paper purports to study and assess the impact of student satisfaction on various services offered by an educational institution offering management education and also the word of mouth communication (WoMC) done by such student in referring the institutions to others. The study aimed at various factors like core services, facilitating…

Purpose: Educational institutes must embrace the principles of total quality management (TQM) if they seek to remain competitive, and survive and succeed in the long run. An educational institution must embrace the principles of quality management and incorporate them into all of their activities. Starting with a theoretical background, the paper…

Purpose: The purpose of this paper is to view the actual problems of the Russian system of higher education--lack of connection between labor market and market of educational services, decline in the quality of higher education in the country, reduction of intellectual potential of the youth, and commercialization of higher education, etc.…