Investigating the relationship among service quality, emotional satisfaction and favorable behavioral intentions in higher education service experience
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 assist...
| Main Authors: | , , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2016
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| Online Access: | http://psasir.upm.edu.my/id/eprint/54611/1/Investigating%20the%20relationship%20among%20service%20quality.pdf |
| _version_ | 1796976116462780416 |
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| author | Wan Mustaffa, Wan Salmuni Ali @ Hamid, Mass Hareeza Khuan, Wai Bing Abdul Rahman, Rafiduraida |
| author_facet | Wan Mustaffa, Wan Salmuni Ali @ Hamid, Mass Hareeza Khuan, Wai Bing Abdul Rahman, Rafiduraida |
| author_sort | Wan Mustaffa, Wan Salmuni |
| collection | UPM |
| description | 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. |
| first_indexed | 2024-03-06T09:21:10Z |
| format | Conference or Workshop Item |
| id | upm.eprints-54611 |
| institution | Universiti Putra Malaysia |
| language | English |
| last_indexed | 2024-03-06T09:21:10Z |
| publishDate | 2016 |
| record_format | dspace |
| spelling | upm.eprints-546112018-04-03T06:40:29Z http://psasir.upm.edu.my/id/eprint/54611/ Investigating the relationship among service quality, emotional satisfaction and favorable behavioral intentions in higher education service experience Wan Mustaffa, Wan Salmuni Ali @ Hamid, Mass Hareeza Khuan, Wai Bing Abdul Rahman, Rafiduraida 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. 2016 Conference or Workshop Item PeerReviewed text en http://psasir.upm.edu.my/id/eprint/54611/1/Investigating%20the%20relationship%20among%20service%20quality.pdf Wan Mustaffa, Wan Salmuni and Ali @ Hamid, Mass Hareeza and Khuan, Wai Bing and Abdul Rahman, Rafiduraida (2016) Investigating the relationship among service quality, emotional satisfaction and favorable behavioral intentions in higher education service experience. In: 6th International Research Symposium in Service Management, IRSSM-6 2015, 11-15 Aug. 2015, UiTM Sarawak, Kuching, M alaysia. (pp. 499-507). https://www.sciencedirect.com/science/article/pii/S1877042816305109 e Emotional satisfaction; Service quality; Favorable behavioral intentions 10.1016/j.sbspro.2016.05.426 |
| spellingShingle | e Emotional satisfaction; Service quality; Favorable behavioral intentions Wan Mustaffa, Wan Salmuni Ali @ Hamid, Mass Hareeza Khuan, Wai Bing Abdul Rahman, Rafiduraida Investigating the relationship among service quality, emotional satisfaction and favorable behavioral intentions in higher education service experience |
| title | Investigating the relationship among service quality, emotional satisfaction and favorable behavioral intentions in higher education service experience |
| title_full | Investigating the relationship among service quality, emotional satisfaction and favorable behavioral intentions in higher education service experience |
| title_fullStr | Investigating the relationship among service quality, emotional satisfaction and favorable behavioral intentions in higher education service experience |
| title_full_unstemmed | Investigating the relationship among service quality, emotional satisfaction and favorable behavioral intentions in higher education service experience |
| title_short | Investigating the relationship among service quality, emotional satisfaction and favorable behavioral intentions in higher education service experience |
| title_sort | investigating the relationship among service quality emotional satisfaction and favorable behavioral intentions in higher education service experience |
| topic | e Emotional satisfaction; Service quality; Favorable behavioral intentions |
| url | http://psasir.upm.edu.my/id/eprint/54611/1/Investigating%20the%20relationship%20among%20service%20quality.pdf |
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