Multigroup validation of the service quality, customer satisfaction and performance links in higher education
Keywords:
SPC model,
service quality market performance,
multigroupanalysis,
higher education.
Author(s):
- Dr. Tomaž Kolar, Univerza v Ljubljani, Ekonomska fakulteta,
- Vanja Erčulj, Rho Sigma,
- Lidija Weis, Ljubljana School of Business
Abstract:
The notion of ‘students as customers’ continues to be prominent, yet is insufficiently explored, especially from the standpoint of various stakeholders. To address this inadequacy, the present study employs a multigroup analysis of the service profit chain (SPC) model in higher education (HE). Its purpose is to examine the complete SPC model regarding stakeholder perceptions in order to inform its validation and implementation. A cross-sectional survey was employed in order to enable multigroup comparison of a comprehensive research model on subsamples of employees and students by means of structural equation modeling (SEM). Results provide support for the proposed SPC model within the sample of vocational colleges. Besides strongly linked constructs (quality–satisfaction–loyalty), some notable weaknesses (cracked ‘satisfaction mirror’) are found. Multigroup analysis also indicates some important differences between employees and students. Implications are provided for strategic service management in HE, which should acknowledge the differences among stakeholder perceptions.
Journal:
The Service Industries Journal
Indexing:
SSCI IF 2016 = 1.17
The article is available here.
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