The Impact of Service Quality on Customer Satisfaction: A Study on Higher Education Students in Timor-Leste
Keywords:
Service quality; customer satisfaction, Timor-Leste
Abstract
This research aims to test and assess the influence of service quality on customer satisfaction. Students from Hotel Management Department, Dili Institute of Technology (DIT), Timor-Leste were used as research respondents; while data collection and analysis used questionnaires and SMART-PLS 3.1 respectively. The result shows that service quality influence positively and significantly on customer satisfaction. This research can help industries to improve their service quality to raise customer satisfaction, leading to improve their performance.
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References
Annamdevula, S. and Bellamkonda, Raja Shekkar (2016) ‘Effect of student perceived service quality on student satisfaction , loyalty and motivation in Indian universities Development of HiEduQual’, Journal of Modelling in Management, 11(2), pp. 488–517.
Annamdevula, S. and Bellamkonda, Raja Shekhar (2016) ‘The effects of service quality on student loyalty: the mediating role of student satisfaction’, Journal of Modelling in Management, 11(2), pp. 446–462.
Babin, B. J., James, K.W., Camp, K, Jones, R.P., Parker, J.M. (2019) ‘Pursuing personal constructs through quality, value, and satisfaction’, Journal of Retailing and Consumer Services, 51(April), pp. 33–41.
Boonlertvanich, K. (2019) ‘Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status’, International Journal of Bank Marketing, 37(1), pp. 278–302.
Borishade, T. T., Ogunnaike, O.O., Salau, O., Motilewa, B.D., Dirisu, J.I. (2021) ‘Assessing the relationship among service quality, student satisfaction and loyalty: the Nigerian higher education experience’, Heliyon, e07590.
Carranza, R., Díaz, E. and Martín-Consuegra, D. (2018) ‘The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis: Exploring the mediating role of trust’, Journal of Hospitality and Tourism Technology, 9(3), pp. 380–396.
Chen, S. C. (2012) ‘The customer satisfaction-loyalty relation in an interactive e-service setting: The mediators’, Journal of Retailing and Consumer Services, 19(2), pp. 202–210.
DeSarbo,.W.S., Benedetto, C.A.D., and Song, M. ( 2015) ' A heterogeneous resource based view for exploring relationships between form performance and capabilities': Article in Journal of Modeling in Management, pp.104.
Dominici, G. and Guzzo, R. (2010) ‘Customer Satisfaction in the Hotel Industry: A Case Study from Sicily’, International Journal of Marketing Studies, 2(2), pp. 2–12.
Durga Ranabhat (2018) Customer Loyalty in Business, Centria University of Applied Science.
Elisabeth, D.R.,Nasir, A., and Suyono, J.(2019) 'The Effect of Service Quality on Customer Satisfaction at Koperasi Karyawan PT. Lotus Indah TextileIndustry. International Journal of Enrepreneurship and Business Development, pp 173. ISN:2597-4785,
Famiyeh, S., Kwarteng, A. and Asante-Darko, D. (2018) ‘Service quality, customer satisfaction and loyalty in automobile maintenance services: Evidence from a developing country’, Journal of Quality in Maintenance Engineering, 24(3), pp. 262–279.
Flores, A. F., Saldanha, de S. S. and Vong, M. F. (2020) ‘The effect of customer satisfaction Mediation on the relationship between service quality and customer loyalty’, Timor-Leste Journal of Business and Management, 2(1), pp. 56–65.
Gilbert, G. R. and Cleopatra Veloutsou (2016) ‘A Cross Industry of Customer Satisfaction’, Journal Service Maeketing, 1(1), p. 9.
Hair, J., Hollingsworth, C.L., Randolph, A.B., Chong, A.Y.L (2017) ‘An updated and expanded assessment of PLS-SEM in information systems research’, Industrial Management & Data Systems, 117(3), pp. 442–458.
Hair, J. F., Sarstedt, M., Hopkins, L., Kuppelwieser, V.G. (2014) ‘Partial least squares structural equation modeling (PLS-SEM)’, European Business Review, 26(2), pp. 106–121.
Henseler, J., Ringle, C. M. and Sarstedt, M. (2015) ‘A new criterion for assessing discriminant validity in variance-based structural equation modeling’, Journal of the Academy of Marketing Science, 43(1), pp. 115–135.
Jiang, H. and Zhang, Y. (2016) ‘An investigation of service quality , customer satisfaction and loyalty in China’s airline market’, Journal of Air Transport Management, 57, pp. 80–88.
Kaura, V., Prasad, C. S. D. and Sharma, S. (2015) ‘Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction’, Marketing Intelligence and Planning, 33(4), pp. 404–422.
Keshavarz, Y. and Jamshidi, D. (2018) ‘Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty’, International Journal of Tourism Cities, 4(2), pp. 220–244.
Khoo, S., Ha, H. and McGregor, S. L. T. (2017) ‘Service quality and student/customer satisfaction in the private tertiary education sector in Singapore’, International Journal of Educational Management, 31(4), pp. 430–444.
Lam, R. and Burton, S. (2006) ‘SME banking loyalty (and disloyalty): A qualitative study in Hong Kong’, International Journal of Bank Marketing, 24(1), p. 17.
Mahmudi, R.K., and Abdoli, E.,(2016) 'The Effect of Service Quality on Customer Loyalty: A Case Study on Clients of Asia Insurance Co.,Miandoab, Iran', International Journal of Humanities and Cultural Studies, pp.790-791.
Mbama, C. I. and Ezepue, P. O. (2018) ‘Digital banking, customer experience and bank financial performance: UK customers’ perceptions’, International Journal of Bank Marketing, 36(2), pp. 230–255.
Miranda, S., Tavares, P. and Queiró, R. (2018) ‘Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector’, Journal of Business Research, 89(July 2017), pp. 371–377.
Özkan, P., Süer, S., Keser, İ.K., Kocakoç, İ. D. (2019) ‘The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation’, International Journal of Bank Marketing. doi: 10.1108/IJBM-03-2019-0096.
Parasuraman, A., Zeithaml, V. A. . and Berry, L. L. (1988) ‘SERVQUAL: a Multiple-item Scale for Measuring Consumer Perceptions of Service Quality’, Retailing: critical, 64(1), pp. 12–40.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1994) ‘Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria’, Journal of Retailing, 70(3), pp. 201–230.
Porter, M. E. (1980). Competitive strategy: Techniques for analyzing industries and companies. In New York. The Free Press.
Porter, M. E. (1985). Competitive Advantage - Creating and Sustaining Superior Performance. In New York: FreePress. The Free Press.
Rompo, N.(2015) 'The Study of the Difference in Performance Measurement System in Different Industries.Thammasat University, Journal of Strategic Innovation and Sustainability. Vol10(2), pp.59.
Rua, S., Saldanha, E. de S. and Amaral, A. M. (2020) ‘Examining the Relationships among Product Quality, Customer Satisfaction and Loyalty in the Bamboo Institute, Dili, Timor-Leste., Timor-Leste Journal of Busi, 2(1), pp. 33–44.
Saldanha, E. de S., Rahyuda, I.K., Yasa, N.N.K., Sukkatmadja, I.P.G. (2018) ‘The Role of Business Strategy in Mediating the Relationship Between Industrial Competition and Performances : A Study in the Higher Education Industry in Timor-Leste’, European Jorunal of Business and Management, 10(8), pp. 152–172.
Saldanha, E. de S., Rahyuda, I. K., Yasa, N.N.K., Sukkatmadja, I.P.G. (2019) ‘Industrial Competition, Hybrid Strategy and Industrial Performance: Study in Higher Education Industry in Timor-Leste’, Journal of Engineering and Applied Sciences, 14(8), pp. 2456–2464.
Sangpikul, A. (2018) ‘The effects of travel experience dimensions on tourist satisfaction and destination loyalty: the case of an island destination’, International Journal of Culture, Tourism, and Hospitality Research, 12(1), pp. 106–123.
Farooq, M.S.,Salam, M.,Fayole, A., Jaafar, N., and Ayup, K.(2018) ‘Impact of service quality on customer satisfaction in Malaysia airlines : A PLS-SEM approach’, Journal of Air Transport Management, 67(December 2017), pp. 2017–2019.
Spyridou, A. (2017) ‘Perceived Service Quality and Customer Revisiting Intention: The Case of “all you can eat” Asian Restaurants in Southern Taiwan’, MPRA Paper, (46733), p. 10.
Sriyalatha, K. and Appuhamilage, M. (2019) ‘The impact of loyalty on the student satisfaction in higher education A structural equation modeling analysis’, Higher Education Evaluation and Developmen. doi: 10.1108/HEED-01-2019-0003.
Stavkova, J., Stejkal, L. and Toufarova, Z. (2008) ‘Factors influencing consumer behaviour’, (6), p. 9.
Subrahmanyam, A. (2017) ‘Relationship between service quality, satisfaction, motivation and loyalty: A multi-dimensional perspective’, Quality Assurance in Education, 25(2), pp. 171–188.
Tongshineen, D. N., Alamai, M.M., and Chinyere, U.I. (2018) 'assessing the Efeect of Quality Service of Small Hotels on Customers Satisfaction in Bauchi Nigeria, IOSR Journal of Humanities and Social Science(IORS-JHSS). DOI:10.9790/0837-2303056371, pp.63.
Wilkins, H., Merrilees, B. and Herington, C. (2007) ‘Towards an Understanding of Total Service Quality in Hotels’, International Journal of Hospitality Management, 26(4), p. 14.
Annamdevula, S. and Bellamkonda, Raja Shekhar (2016) ‘The effects of service quality on student loyalty: the mediating role of student satisfaction’, Journal of Modelling in Management, 11(2), pp. 446–462.
Babin, B. J., James, K.W., Camp, K, Jones, R.P., Parker, J.M. (2019) ‘Pursuing personal constructs through quality, value, and satisfaction’, Journal of Retailing and Consumer Services, 51(April), pp. 33–41.
Boonlertvanich, K. (2019) ‘Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status’, International Journal of Bank Marketing, 37(1), pp. 278–302.
Borishade, T. T., Ogunnaike, O.O., Salau, O., Motilewa, B.D., Dirisu, J.I. (2021) ‘Assessing the relationship among service quality, student satisfaction and loyalty: the Nigerian higher education experience’, Heliyon, e07590.
Carranza, R., Díaz, E. and Martín-Consuegra, D. (2018) ‘The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis: Exploring the mediating role of trust’, Journal of Hospitality and Tourism Technology, 9(3), pp. 380–396.
Chen, S. C. (2012) ‘The customer satisfaction-loyalty relation in an interactive e-service setting: The mediators’, Journal of Retailing and Consumer Services, 19(2), pp. 202–210.
DeSarbo,.W.S., Benedetto, C.A.D., and Song, M. ( 2015) ' A heterogeneous resource based view for exploring relationships between form performance and capabilities': Article in Journal of Modeling in Management, pp.104.
Dominici, G. and Guzzo, R. (2010) ‘Customer Satisfaction in the Hotel Industry: A Case Study from Sicily’, International Journal of Marketing Studies, 2(2), pp. 2–12.
Durga Ranabhat (2018) Customer Loyalty in Business, Centria University of Applied Science.
Elisabeth, D.R.,Nasir, A., and Suyono, J.(2019) 'The Effect of Service Quality on Customer Satisfaction at Koperasi Karyawan PT. Lotus Indah TextileIndustry. International Journal of Enrepreneurship and Business Development, pp 173. ISN:2597-4785,
Famiyeh, S., Kwarteng, A. and Asante-Darko, D. (2018) ‘Service quality, customer satisfaction and loyalty in automobile maintenance services: Evidence from a developing country’, Journal of Quality in Maintenance Engineering, 24(3), pp. 262–279.
Flores, A. F., Saldanha, de S. S. and Vong, M. F. (2020) ‘The effect of customer satisfaction Mediation on the relationship between service quality and customer loyalty’, Timor-Leste Journal of Business and Management, 2(1), pp. 56–65.
Gilbert, G. R. and Cleopatra Veloutsou (2016) ‘A Cross Industry of Customer Satisfaction’, Journal Service Maeketing, 1(1), p. 9.
Hair, J., Hollingsworth, C.L., Randolph, A.B., Chong, A.Y.L (2017) ‘An updated and expanded assessment of PLS-SEM in information systems research’, Industrial Management & Data Systems, 117(3), pp. 442–458.
Hair, J. F., Sarstedt, M., Hopkins, L., Kuppelwieser, V.G. (2014) ‘Partial least squares structural equation modeling (PLS-SEM)’, European Business Review, 26(2), pp. 106–121.
Henseler, J., Ringle, C. M. and Sarstedt, M. (2015) ‘A new criterion for assessing discriminant validity in variance-based structural equation modeling’, Journal of the Academy of Marketing Science, 43(1), pp. 115–135.
Jiang, H. and Zhang, Y. (2016) ‘An investigation of service quality , customer satisfaction and loyalty in China’s airline market’, Journal of Air Transport Management, 57, pp. 80–88.
Kaura, V., Prasad, C. S. D. and Sharma, S. (2015) ‘Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction’, Marketing Intelligence and Planning, 33(4), pp. 404–422.
Keshavarz, Y. and Jamshidi, D. (2018) ‘Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty’, International Journal of Tourism Cities, 4(2), pp. 220–244.
Khoo, S., Ha, H. and McGregor, S. L. T. (2017) ‘Service quality and student/customer satisfaction in the private tertiary education sector in Singapore’, International Journal of Educational Management, 31(4), pp. 430–444.
Lam, R. and Burton, S. (2006) ‘SME banking loyalty (and disloyalty): A qualitative study in Hong Kong’, International Journal of Bank Marketing, 24(1), p. 17.
Mahmudi, R.K., and Abdoli, E.,(2016) 'The Effect of Service Quality on Customer Loyalty: A Case Study on Clients of Asia Insurance Co.,Miandoab, Iran', International Journal of Humanities and Cultural Studies, pp.790-791.
Mbama, C. I. and Ezepue, P. O. (2018) ‘Digital banking, customer experience and bank financial performance: UK customers’ perceptions’, International Journal of Bank Marketing, 36(2), pp. 230–255.
Miranda, S., Tavares, P. and Queiró, R. (2018) ‘Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector’, Journal of Business Research, 89(July 2017), pp. 371–377.
Özkan, P., Süer, S., Keser, İ.K., Kocakoç, İ. D. (2019) ‘The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation’, International Journal of Bank Marketing. doi: 10.1108/IJBM-03-2019-0096.
Parasuraman, A., Zeithaml, V. A. . and Berry, L. L. (1988) ‘SERVQUAL: a Multiple-item Scale for Measuring Consumer Perceptions of Service Quality’, Retailing: critical, 64(1), pp. 12–40.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1994) ‘Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria’, Journal of Retailing, 70(3), pp. 201–230.
Porter, M. E. (1980). Competitive strategy: Techniques for analyzing industries and companies. In New York. The Free Press.
Porter, M. E. (1985). Competitive Advantage - Creating and Sustaining Superior Performance. In New York: FreePress. The Free Press.
Rompo, N.(2015) 'The Study of the Difference in Performance Measurement System in Different Industries.Thammasat University, Journal of Strategic Innovation and Sustainability. Vol10(2), pp.59.
Rua, S., Saldanha, E. de S. and Amaral, A. M. (2020) ‘Examining the Relationships among Product Quality, Customer Satisfaction and Loyalty in the Bamboo Institute, Dili, Timor-Leste., Timor-Leste Journal of Busi, 2(1), pp. 33–44.
Saldanha, E. de S., Rahyuda, I.K., Yasa, N.N.K., Sukkatmadja, I.P.G. (2018) ‘The Role of Business Strategy in Mediating the Relationship Between Industrial Competition and Performances : A Study in the Higher Education Industry in Timor-Leste’, European Jorunal of Business and Management, 10(8), pp. 152–172.
Saldanha, E. de S., Rahyuda, I. K., Yasa, N.N.K., Sukkatmadja, I.P.G. (2019) ‘Industrial Competition, Hybrid Strategy and Industrial Performance: Study in Higher Education Industry in Timor-Leste’, Journal of Engineering and Applied Sciences, 14(8), pp. 2456–2464.
Sangpikul, A. (2018) ‘The effects of travel experience dimensions on tourist satisfaction and destination loyalty: the case of an island destination’, International Journal of Culture, Tourism, and Hospitality Research, 12(1), pp. 106–123.
Farooq, M.S.,Salam, M.,Fayole, A., Jaafar, N., and Ayup, K.(2018) ‘Impact of service quality on customer satisfaction in Malaysia airlines : A PLS-SEM approach’, Journal of Air Transport Management, 67(December 2017), pp. 2017–2019.
Spyridou, A. (2017) ‘Perceived Service Quality and Customer Revisiting Intention: The Case of “all you can eat” Asian Restaurants in Southern Taiwan’, MPRA Paper, (46733), p. 10.
Sriyalatha, K. and Appuhamilage, M. (2019) ‘The impact of loyalty on the student satisfaction in higher education A structural equation modeling analysis’, Higher Education Evaluation and Developmen. doi: 10.1108/HEED-01-2019-0003.
Stavkova, J., Stejkal, L. and Toufarova, Z. (2008) ‘Factors influencing consumer behaviour’, (6), p. 9.
Subrahmanyam, A. (2017) ‘Relationship between service quality, satisfaction, motivation and loyalty: A multi-dimensional perspective’, Quality Assurance in Education, 25(2), pp. 171–188.
Tongshineen, D. N., Alamai, M.M., and Chinyere, U.I. (2018) 'assessing the Efeect of Quality Service of Small Hotels on Customers Satisfaction in Bauchi Nigeria, IOSR Journal of Humanities and Social Science(IORS-JHSS). DOI:10.9790/0837-2303056371, pp.63.
Wilkins, H., Merrilees, B. and Herington, C. (2007) ‘Towards an Understanding of Total Service Quality in Hotels’, International Journal of Hospitality Management, 26(4), p. 14.
Published
2021-12-20
How to Cite
Ferreira, C., Djo, M., Freitas, J. and Abi, M. (2021) “The Impact of Service Quality on Customer Satisfaction: A Study on Higher Education Students in Timor-Leste”, Timor Leste Journal of Business and Management, 3(2), pp. 47-53. doi: 10.51703/bm.v3i2.35.
Section
Articles
Copyright (c) 2021 Timor Leste Journal of Business and Management
This work is licensed under a Creative Commons Attribution 4.0 International License.
