Relationship between service quality, academic quality and satisfaction among students of Southern Thailand government universities: The moderating effect of value

Relationship between service quality, academic quality and satisfaction among students of Southern Thailand government universities: The moderating effect of value

In the context of higher education institutions, particularly those located in southern Thailand, achieving student satisfaction is imperative for a number of reasons. Firstly, higher education institutions in this region are currently faced with situations that result in decreasing numbers of stud...

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Main Author: Yamaqupta, Narueban
Format: Thesis
Language:eng
eng
Published: 2014
Subjects:
LB2300 Higher Education
Online Access:https://etd.uum.edu.my/4314/1/s91741.pdf
https://etd.uum.edu.my/4314/7/s91741_abstract.pdf
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record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Md Isa, Filzah
Othman, Abdul Rahim
topic LB2300 Higher Education
spellingShingle LB2300 Higher Education
Yamaqupta, Narueban
Relationship between service quality, academic quality and satisfaction among students of Southern Thailand government universities: The moderating effect of value
description In the context of higher education institutions, particularly those located in southern Thailand, achieving student satisfaction is imperative for a number of reasons. Firstly, higher education institutions in this region are currently faced with situations that result in decreasing numbers of students. Secondly, competition tends to increase every year from both within and outside the country. Hence, low student satisfaction becomes an essential issue for higher education institutions to resolve. Moreover, indepth investigation on student satisfaction in this region is under-researched. Past studies have shown that student satisfaction is influenced by a variety of factors, including aspects related to quality and value. Therefore, this study sought to assess the relationship between service quality and academic quality on student satisfaction, and also to gauge the moderating effect of value using a multi-items measurement. Important instruments, such as the SERVPERF and the PERVAL scales, were used in this study. The respondents for this study were students enrolled in ten (10) government universities in the southern region of Thailand. A total of 768 questionnaires were distributed, and only 346 of them were usable. Approximately, 14 hypotheses were developed and tested with multiple regression and hierarchical regression analyses. The results indicated that several dimensions of service quality and academic quality were significantly related to student satisfaction, and the explanation power of the model increased from 25.6% to 33.5% when value moderated the relationship which explained the moderating effect of value. Plausible reasons for the findings were discussed within the context of the study. Both practical and theoretical contributions as well as recommendations for future research were made.
format Thesis
qualification_name Doctor of Business Administration (DBA)
qualification_level Doctorate
author Yamaqupta, Narueban
author_facet Yamaqupta, Narueban
author_sort Yamaqupta, Narueban
title Relationship between service quality, academic quality and satisfaction among students of Southern Thailand government universities: The moderating effect of value
title_short Relationship between service quality, academic quality and satisfaction among students of Southern Thailand government universities: The moderating effect of value
title_full Relationship between service quality, academic quality and satisfaction among students of Southern Thailand government universities: The moderating effect of value
title_fullStr Relationship between service quality, academic quality and satisfaction among students of Southern Thailand government universities: The moderating effect of value
title_full_unstemmed Relationship between service quality, academic quality and satisfaction among students of Southern Thailand government universities: The moderating effect of value
title_sort relationship between service quality, academic quality and satisfaction among students of southern thailand government universities: the moderating effect of value
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2014
url https://etd.uum.edu.my/4314/1/s91741.pdf
https://etd.uum.edu.my/4314/7/s91741_abstract.pdf
_version_ 1747827711696437248
spelling my-uum-etd.43142022-06-09T01:10:02Z Relationship between service quality, academic quality and satisfaction among students of Southern Thailand government universities: The moderating effect of value 2014 Yamaqupta, Narueban Md Isa, Filzah Othman, Abdul Rahim Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business LB2300 Higher Education In the context of higher education institutions, particularly those located in southern Thailand, achieving student satisfaction is imperative for a number of reasons. Firstly, higher education institutions in this region are currently faced with situations that result in decreasing numbers of students. Secondly, competition tends to increase every year from both within and outside the country. Hence, low student satisfaction becomes an essential issue for higher education institutions to resolve. Moreover, indepth investigation on student satisfaction in this region is under-researched. Past studies have shown that student satisfaction is influenced by a variety of factors, including aspects related to quality and value. Therefore, this study sought to assess the relationship between service quality and academic quality on student satisfaction, and also to gauge the moderating effect of value using a multi-items measurement. Important instruments, such as the SERVPERF and the PERVAL scales, were used in this study. The respondents for this study were students enrolled in ten (10) government universities in the southern region of Thailand. A total of 768 questionnaires were distributed, and only 346 of them were usable. Approximately, 14 hypotheses were developed and tested with multiple regression and hierarchical regression analyses. 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