What is it about?
This study examine job satisfaction and organizational commitment (OC) as the determinants of customer-perceived service quality in higher education context. It also explores the role of OC in mediating the dynamics of the relationship.
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Why is it important?
this study is important because it applied the cross-sectional, ex post facto survey method to acquire data from 1,776 respondents at Aden University. Two sets of questionnaires on job satisfaction, OC and perceived service quality were filled out by 296 academic staff and 1,480 students. Data were analyzed using structural equation modeling.
Perspectives
I hope this study provided more understanding of the factor determinants of customer-perceived service quality in higher education context. such as job satisfaction and organizational commitment. the study matches the employees perceptions of there job satisfaction and organizational commitment customer-perceived service quality in higher education context
Abd Al-aziz Al-refaei
University of Aden
Read the Original
This page is a summary of: Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment, International Journal of Quality and Service Sciences, December 2023, Emerald,
DOI: 10.1108/ijqss-08-2022-0089.
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