Purpose: The aim of this study is to examine the relationship between the determinants of student loyalty, i.e. service quality, e-service quality and university image in open and distance learning (ODL) based on the theory of reasoned action, in more systematic approach. This study also examines university's image role as a mediator on the…

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…

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…

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…

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…

Service-learning courses offer a unique experience to students by reinforcing typical school curriculum with experiences outside the classroom, where the emphasis is on learning by doing accompanied with reflection (Conrad & Hedin, 1981). Studies show that the quality of the service-learning experience has the potential to impact student…

This study determines the critical success factors for students and academic staff when applying and evaluating online delivery methods in colleges and universities in Kuwait. The recently implemented eLearning systems and methods in the country, due to the COVID-19 pandemic, are evaluated and the perception of the eLearning system is gauged.…

This study empirically tested a model examining the effect of four e-learning quality dimensions, i.e., information quality, system quality, service quality, and instructor quality as well as students' self-efficacy on e-learning behaviour--satisfaction and continued intentions that further affect students' academic performance. The research model…

This study aims to evaluate the success of the Student Information System (SIS) using the updated Information System Success Model (IS success model) proposed by Delone and McLean. Survey data were collected from 882 students using SIS at a state university in Turkey. Structural Equation Model analysis was applied through R to analyze the obtained…