Effect of Service Quality on Graduates' Satisfaction

Autor/inn/en	Sharabati, Abdel-Aziz Ahmad; Alhileh, Mohammad M.; Abusaimeh, Hesham
Titel	Effect of Service Quality on Graduates' Satisfaction
Quelle	In: Quality Assurance in Education: An International Perspective, 27 (2019) 3, S.320-337 (18 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0968-4883
DOI	10.1108/QAE-04-2018-0035
Schlagwörter	Foreign Countries; College Graduates; Student Attitudes; Student Satisfaction; Educational Quality; Quality Assurance; Educational Attitudes; Teacher Effectiveness; College Administration; Classrooms; Library Services; Jordan + Suchen Sie Ihr Suchwort? Ausland; Hochschulabsolvent; Hochschulabsolventin; Schülerverhalten; Quality of education; Bildungsqualität; Qualitätssicherung; Educational attitude; Bildungsverhalten; Erziehungseinstellung; Effectiveness of teaching; Instructional effectiveness; Lehrerleistung; Unterrichtserfolg; College administrators; Hochschulverwaltung; Classroom; Klassenraum; Bibliotheksarbeit
Abstract	Purpose: The purpose of this paper is to investigate the effect of service quality on graduates' satisfaction as perceived by Middle East University (MEU) graduates. Design/methodology/approach: This research is cross-sectional and aims to explore the effect of service quality dimensions (academic staff, administration, classrooms and library services) on graduates' satisfaction. Data were collected from 399 graduates. After confirming validity, reliability and normality of the data, and the correlation between variables, multiple regressions were used to test the hypothesis. Findings: The results show that all service quality dimensions are highly implemented by the MEU. The relationships between all service quality dimensions and graduates' satisfaction are strong. Finally, results show that all service quality dimensions affect graduates' satisfaction. Research limitations/implications: To generalize the results of this research, further studies are recommended to be carried out on other universities especially in Jordan. Testing the perception and satisfaction of other universities, stakeholders will help to improve service quality and to gain suitable competitive strategies. Practical implications: Service quality is a key driver for universities' sustainable competitive advantage; therefore, dimensions of service quality should be included within universities plan, strategies and daily activities. Social implications: Considering service quality in higher education improves countries' economic development, quality of life and well-being. All corporate social responsibility pillars (social, economic, environmental responsibilities and national and international regulation and norms) should be adapted and adopted within services quality systems and programs. Originality/value: Most of previous studies were carried out to test the students' perception while this research is dedicated to explore graduates' perception regarding service quality offered by the MEU. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2020/1/01