The Effect of Service Quality on Behavioural Intention: The Mediating Role of Student Satisfaction and Switching Barriers in Private Universities

Autor/inn/en	Tan, Peter Sin Howe; Choong, Yuen Onn; Chen, I-Chi
Titel	The Effect of Service Quality on Behavioural Intention: The Mediating Role of Student Satisfaction and Switching Barriers in Private Universities
Quelle	In: Journal of Applied Research in Higher Education, 14 (2022) 4, S.1394-1413 (20 Seiten) PDF als Volltext Verfügbarkeit
Zusatzinformation	ORCID (Tan, Peter Sin Howe) ORCID (Chen, I-Chi)
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	2050-7003
DOI	10.1108/JARHE-03-2021-0122
Schlagwörter	Foreign Countries; Student Satisfaction; Higher Education; Services; Student Behavior; Intention; College Transfer Students; Transfer Rates (College); Malaysia + Suchen Sie Ihr Suchwort? Ausland; Hochschulbildung; Hochschulsystem; Hochschulwesen; Dienstleistung; Student behaviour; Schülerverhalten; Hochschulwechsel; Schulwechsel; Studienortwechsel
Abstract	Purpose: The aim of this paper is to explore the relationship between perception of service quality, student satisfaction, switching barriers on behavioural intentions among private higher education institutions (HEIs) with self-accreditation status in Malaysia. Design/methodology/approach: A total of 388 valid questionnaires were collected via a self-administered questionnaire from the undergraduate students of private HEIs with self-accreditation status in Malaysia. PLS-SEM has been employed for hypotheses testing. Findings: The results show that student perceived service quality is positively influence student satisfaction and student behavioural intentions, particularly the positive word-of-mouth (WOM). The relationship of student perceived service quality and student behavioural intentions is fully mediated by student satisfaction. However, there is no mediating effect found for the switching barriers on the relationship between student satisfaction and behavioural intentions. Research limitations/implications: This study's findings are only generalizable to the private HEI with self-accreditation status in Malaysia. The paper contributes to the body of knowledge in the areas of service quality, satisfaction, switching barriers and behavioural intentions. These findings provide valuable insight to the private universities management and policymakers to improve existing policies and practices in order to formulate effective strategies to attract potential new students and retain the existing students through the delivery of high-quality services. Originality/value: This study's findings have reconfirmed that the causal relationship of perceived service quality-satisfaction-behavioural intentions model. Switching barriers has treated as the mediator which received less attention in the context of private higher education sector. Thus, this study broadens the exiting body of knowledge and advances the understanding of how switching barriers play a crucial role by influencing students' behavioural intention, particular WOM. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2024/1/01