Please use this identifier to cite or link to this item: http://repository.aaup.edu/jspui/handle/123456789/2665
Title: The Influence of Students’ Perceived Service Quality on Their Satisfaction and Loyalty at Palestinian Higher Education Institutions رسالة ماجستير
Authors: Sheikh, Wafa$AAUP$Palestinian
Keywords: quality management,higher education instiutions,student loyalty
Issue Date: 2020
Publisher: AAUP
Abstract: The main objective of the study is to examine the impact of students’ perceived service quality on their satisfaction and loyalty at higher education institutions in the West Bank, Palestine. To achieve this objective, the quantitative hypothesis-testing research design is used. Through an electronic questionnaire, primary data are gathered from a sample of 271 students who are currently pursuing their graduate studies in the West Bank, Palestine. The questionnaire, which is based on the HiEduQual scale, consists of three parts. The first part aims to collect data on students’ characteristics. The second part aims to collect data on students’ perceived service quality. Finally, the third part, which consists of two sections, aims to collect data on higher education students’ experiences including their satisfaction and loyalty. A seven-point Likert scale is used in the last two parts of the questionnaire. Descriptive statistics, non-parametric inferential statistics, and the structural equation modelling technique are used in data analysis with the aid of SPSS and Smart-PLS. The results show that the overall quality level of higher education services ranges between 3.7 (somewhat low) and 5.6 (high). Additionally, the overall level of higher education students’ satisfaction with the higher education services ranges between 3.3 (somewhat low) and 5.9 (high). The results also indicate that the overall level of students’ loyalty towards their institutions ranges between 3.4 (Somewhat low) and 6.4 (very high). Moreover, the results indicate that the HiEduQual proved to be an excellent scale for the purpose of assessing the quality level of higher education services in the Palestinian setting. The results also indicate that the dimensions of teaching and course materials, administrative services, academic facilities, and internationalization v contribute to forming the construct of higher education service quality. Finally, the estimated structural model confirms that higher education service quality positively affects students’ satisfaction and loyalty. Students’ satisfaction, in turn, positively affects their loyalty. Some recommendations are given including, amongst others, the importance to assess the quality level of higher education services on a regular basis and the need to pay more attention to the quality of these services, particularly the dimensions of campus infrastructure, support services, and internationalization to enhance students satisfaction and loyalty.
Description: Master’s degree in Quality Management
URI: http://repository.aaup.edu/jspui/handle/123456789/2665
Appears in Collections:Master Theses and Ph.D. Dissertations

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