The role of self-service technology and graduates’ perceived job performance in assessing university service quality

IF 1.5 Q2 EDUCATION & EDUCATIONAL RESEARCH
L. Chikazhe, T. Bhebhe, B. Nyagadza, E. Munyanyi, T. Singizi
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引用次数: 2

Abstract

Purpose This paper aims to investigate how graduates’ perceptions of self-service technology and perceived job performance can be used to assess university service quality. Also, this study examines the mediating role of perceived job performance on the effect of university service quality on graduates’ satisfaction and loyalty. Design/methodology/approach A quantitative methodology was adopted where university graduates’ perceptions of self-service technology and job performance were used to assess the level of the university’s service quality. Through a cross-sectional survey, data were collected from 280 university graduates employed in Chinhoyi town, Zimbabwe, during the period between August and December 2021. Findings This study’s findings indicate that self-service technology influences university service quality which in turn impacts on graduates’ perceived job performance, satisfaction and loyalty. Graduates' perceived job performance was also found to partially mediate the effect of university service quality on satisfaction and loyalty among graduates. Research limitations/implications This study’s results are instrumental to enable university’s management in developing economies to adopt and improve self-service technologies as this enhances university service quality and graduates’ perceived job performance, satisfaction and loyalty. Originality/value This paper provides new insights, that is, the incorporation of graduates’ perceptions of self-service technology and job performance in assessing the university’s service quality. This research further clarifies the function of graduates’ perceived job performance in mediating the effect of university service quality on graduate satisfaction and loyalty. This study further adds to our understanding of tools, criteria and methods for assuring university service quality.
自助服务技术与毕业生工作绩效感知在评估大学服务质量中的作用
目的本文旨在研究毕业生对自助服务技术的感知和工作表现如何用于评估大学服务质量。此外,本研究还考察了感知工作绩效对大学服务质量对毕业生满意度和忠诚度影响的中介作用。设计/方法/方法采用定量方法,利用大学毕业生对自助服务技术和工作表现的感知来评估大学的服务质量水平。通过横断面调查,收集了2021年8月至12月期间在津巴布韦Chinhoyi镇就业的280名大学毕业生的数据。研究结果表明,自助服务技术影响大学服务质量,进而影响毕业生的工作表现、满意度和忠诚度。研究还发现,毕业生的工作表现在一定程度上调节了大学服务质量对毕业生满意度和忠诚度的影响。研究局限性/含义这项研究的结果有助于发展中经济体的大学管理层采用和改进自助服务技术,因为这可以提高大学服务质量和毕业生的工作表现、满意度和忠诚度。原创性/价值本文提供了新的见解,即将毕业生对自助服务技术和工作表现的看法纳入大学服务质量的评估中。本研究进一步阐明了毕业生的工作绩效感知在大学服务质量对毕业生满意度和忠诚度影响中的中介作用。这项研究进一步加深了我们对确保大学服务质量的工具、标准和方法的理解。
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来源期刊
QUALITY ASSURANCE IN EDUCATION
QUALITY ASSURANCE IN EDUCATION EDUCATION & EDUCATIONAL RESEARCH-
CiteScore
3.10
自引率
20.00%
发文量
47
期刊介绍: QAE publishes original empirical or theoretical articles on Quality Assurance issues, including dimensions and indicators of Quality and Quality Improvement, as applicable to education at all levels, including pre-primary, primary, secondary, higher and professional education. Periodically, QAE also publishes systematic reviews, research syntheses and assessment policy articles on topics of current significance. As an international journal, QAE seeks submissions on topics that have global relevance. Article submissions could pertain to the following areas integral to QAE''s mission: -organizational or program development, change and improvement -educational testing or assessment programs -evaluation of educational innovations, programs and projects -school efficiency assessments -standards, reforms, accountability, accreditation, and audits in education -tools, criteria and methods for examining or assuring quality
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