Investigating the Relationship among Service Quality, Emotional Satisfaction and Favorable Behavioral Intentions in Higher Education Service Experience

Wan Salmuni Wan Mustaffa · Mass Hareeza Ali Hamid · Khuan Wai Bing · Rafiduraida Binti Abdul Rahman

16 citations0/0 files storedProcedia - Social and Behavioral Sciences

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

Most previous research has examined the direct relationship between service quality (SQ) and favorable behavioral intentions (FBI), neglecting the important role of emotional satisfaction (E-SAC). E-SAC is viewed as a crucial indicator in enhancing the relationship between SQ and FBI. It also assists the service provider in higher education to build long-term relationships with students. Thus, the main objective of this research is to examine the relationship among SQ, E-SAC and FBI. This research was conducted at Malaysian Public Universities. The online questionnaire was distributed to 381 international students following the stratified random sampling. The Structural Equation Modeling (SEM) technique using AMOS software was performed to test the relationship among SQ, E-SAC and FBI. The finding reveals that E-SAC mediates the relationships between SQ and FBI with large effects size. This research also discusses the theoretical and practical implications as well as the direction for future research.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 16 citations exist upstream.

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2012Principles and Practice of Structural Equation Modeling 1998Principles and Practice of Structural Equation Modeling 1980Understanding Attitudes and Predicting Social Behavior 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1970Determining Sample Size for Research Activities 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.