评估服务质量、满意度和忠诚度之间的关系:越南高等教育经验

IF 1.5 Q2 EDUCATION & EDUCATIONAL RESEARCH
H. T. T. Bui, Q. Bui, Thanh Thi Phuong Nguyen, Quang Huu Cao, Thuy Van Phung, Ha Thanh Nguyen
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引用次数: 1

摘要

目的服务质量已被广泛认为是任何高等教育机构的核心价值,尤其是在越南高等教育改革的背景下。本文旨在使用SERVPERF量表评估越南一所公立大学学生的感知服务质量,并找出感知服务质量、满意度和忠诚度之间的关系。设计/方法/方法使用SERVPER量表对350名目前在该校全日制课程的学生进行了自构式问卷调查。采用验证性因素分析法对基本因素进行了验证。应用回归模型来确定服务质量、学生满意度和学生忠诚度之间的关系。研究结果揭示了学生感知服务质量与满意度和忠诚度之间的显著关系。然而,这种关系是由学生的满意度来调节的。研究局限性/含义本研究仅限于公立大学教育服务,并考察了学生作为“主要客户”的视角;因此,应谨慎地将结果推广到其他服务行业以及学生作为利益相关者或公民的其他角色。实际含义SERVPERF量表可以定期发布,以了解学生对高等教育成绩的看法。应将结果用于持续的质量改进,以提高满意度和忠诚度,特别是在越南竞争激烈的环境和大学自治的背景下。Originality/value这被认为是越南第一项有足够证据支持服务质量与学生满意度呈正相关以及忠诚和满意度作为中介因素的研究。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Assessing the relationship between service quality, satisfaction and loyalty: the Vietnamese higher education experience
Purpose Service quality has been widely recognized as the core value of any higher education institution (HEIs), especially in the context of higher education reform in Vietnam. The paper aims to assess the student’s perceived service quality using SERVPERF scale and to find the relations between perceived service quality, satisfaction and loyalty in one public university in Vietnam. Design/methodology/approach The self-structured questionnaire using SERVPERF scale was administered to 350 students currently attending full-time courses at the university. Confirmatory factor analysis was used to certify the elementary factors. The regression models were applied to determine the relationship between service quality, student satisfaction and student loyalty. Findings The findings revealed the significant relationships between student perceived service quality with satisfaction and loyalty. However, this relationship is mediated by student satisfaction. Research limitations/implications The study is limited to public university education service and examined the perspective of student as “primary customer”; therefore, generalizing the results to other service industries and other role of student as stakeholder or citizen should be used with caution. Practical implications The SERVPERF scale could be delivered regularly to get the student’s perception on the HEIs performance. The results should be taken for purpose of continuing quality improvement to enhance the satisfaction and loyalty, particularly in the context of highly competitive environment and university autonomous in Vietnam. Originality/value This is believed to be the first study in Vietnam with sufficient evidence to support the concept that service quality positively related to students’ satisfaction and loyalty and satisfaction as mediating factor.
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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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