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

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Title: The Effect of Service Quality on Behavioural Intention: The Mediating Role of Student Satisfaction and Switching Barriers in Private Universities
Language: English
Authors: Tan, Peter Sin Howe (ORCID 0000-0002-8210-8415), Choong, Yuen Onn, Chen, I-Chi (ORCID 0000-0002-8576-0521)
Source: Journal of Applied Research in Higher Education. 2022 14(4):1394-1413.
Availability: Emerald Publishing Limited. Howard House, Wagon Lane, Bingley, West Yorkshire, BD16 1WA, UK. Tel: +44-1274-777700; Fax: +44-1274-785201; e-mail: emerald@emeraldinsight.com; Web site: http://www.emerald.com/insight
Peer Reviewed: Y
Page Count: 20
Publication Date: 2022
Document Type: Journal Articles
Reports - Research
Education Level: Higher Education
Postsecondary Education
Descriptors: Foreign Countries, Student Satisfaction, Higher Education, Services, Student Behavior, Intention, College Transfer Students, Transfer Rates (College)
Geographic Terms: Malaysia
DOI: 10.1108/JARHE-03-2021-0122
ISSN: 2050-7003
1758-1184
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.
Abstractor: As Provided
Entry Date: 2022
Accession Number: EJ1357718
Database: ERIC
FullText Text:
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PubType: Academic Journal
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IllustrationInfo
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  Data: The Effect of Service Quality on Behavioural Intention: The Mediating Role of Student Satisfaction and Switching Barriers in Private Universities
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  Data: English
– Name: Author
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  Data: <searchLink fieldCode="AR" term="%22Tan%2C+Peter+Sin+Howe%22">Tan, Peter Sin Howe</searchLink> (ORCID <externalLink term="http://orcid.org/0000-0002-8210-8415">0000-0002-8210-8415</externalLink>)<br /><searchLink fieldCode="AR" term="%22Choong%2C+Yuen+Onn%22">Choong, Yuen Onn</searchLink><br /><searchLink fieldCode="AR" term="%22Chen%2C+I-Chi%22">Chen, I-Chi</searchLink> (ORCID <externalLink term="http://orcid.org/0000-0002-8576-0521">0000-0002-8576-0521</externalLink>)
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  Data: <searchLink fieldCode="SO" term="%22Journal+of+Applied+Research+in+Higher+Education%22"><i>Journal of Applied Research in Higher Education</i></searchLink>. 2022 14(4):1394-1413.
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  Data: Emerald Publishing Limited. Howard House, Wagon Lane, Bingley, West Yorkshire, BD16 1WA, UK. Tel: +44-1274-777700; Fax: +44-1274-785201; e-mail: emerald@emeraldinsight.com; Web site: http://www.emerald.com/insight
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  Data: Y
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  Data: 20
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  Data: 2022
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  Data: Journal Articles<br />Reports - Research
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  Label: Education Level
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  Data: <searchLink fieldCode="EL" term="%22Higher+Education%22">Higher Education</searchLink><br /><searchLink fieldCode="EL" term="%22Postsecondary+Education%22">Postsecondary Education</searchLink>
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  Label: Descriptors
  Group: Su
  Data: <searchLink fieldCode="DE" term="%22Foreign+Countries%22">Foreign Countries</searchLink><br /><searchLink fieldCode="DE" term="%22Student+Satisfaction%22">Student Satisfaction</searchLink><br /><searchLink fieldCode="DE" term="%22Higher+Education%22">Higher Education</searchLink><br /><searchLink fieldCode="DE" term="%22Services%22">Services</searchLink><br /><searchLink fieldCode="DE" term="%22Student+Behavior%22">Student Behavior</searchLink><br /><searchLink fieldCode="DE" term="%22Intention%22">Intention</searchLink><br /><searchLink fieldCode="DE" term="%22College+Transfer+Students%22">College Transfer Students</searchLink><br /><searchLink fieldCode="DE" term="%22Transfer+Rates+%28College%29%22">Transfer Rates (College)</searchLink>
– Name: Subject
  Label: Geographic Terms
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  Data: <searchLink fieldCode="DE" term="%22Malaysia%22">Malaysia</searchLink>
– Name: DOI
  Label: DOI
  Group: ID
  Data: 10.1108/JARHE-03-2021-0122
– Name: ISSN
  Label: ISSN
  Group: ISSN
  Data: 2050-7003<br />1758-1184
– Name: Abstract
  Label: Abstract
  Group: Ab
  Data: 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.
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  Data: EJ1357718
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        Value: 10.1108/JARHE-03-2021-0122
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      – Text: English
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        PageCount: 20
        StartPage: 1394
    Subjects:
      – SubjectFull: Foreign Countries
        Type: general
      – SubjectFull: Student Satisfaction
        Type: general
      – SubjectFull: Higher Education
        Type: general
      – SubjectFull: Services
        Type: general
      – SubjectFull: Student Behavior
        Type: general
      – SubjectFull: Intention
        Type: general
      – SubjectFull: College Transfer Students
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      – SubjectFull: Transfer Rates (College)
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      – SubjectFull: Malaysia
        Type: general
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      – TitleFull: The Effect of Service Quality on Behavioural Intention: The Mediating Role of Student Satisfaction and Switching Barriers in Private Universities
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