M. Sadiq Sohail and Mehedi Hasan
The purpose of this study is to examine the influence of service quality on student’s satisfaction.
Abstract
Purpose
The purpose of this study is to examine the influence of service quality on student’s satisfaction.
Design/methodology/approach
Using empirical research, the study identified previously validated scales of service quality and student satisfaction. Using the SERVPERF scale, data were collected from 279 students studying in public and private universities across Saudi Arabia. The model fit of the scale was assessed to ensure that the data produced accurate outcomes. Structural equation modelling was used to test the effects of independent variables on dependent variables.
Findings
The results suggest that four of the five dimensions of service quality, namely, tangibility, reliability, responsiveness and assurance had a significant effect on students’ satisfaction. Empathy was not found to contribute to student satisfaction. The findings broaden and deepen our understanding of how the dimensions of service quality reinforce students’ satisfaction.
Research limitations/implications
Future research can also incorporate in the model other variables, academic and non-academic, related to student satisfaction.
Practical implications
The results have useful implications for decision-makers in higher education institutions who strive to enhance students’ satisfaction and increase the quality of higher education programmes, particularly in Saudi Arabia and the Gulf region in general.
Originality/value
This study uses the SERVPERF scale, which is empirically superior to the SERVQUAL scale for measuring student satisfaction.
Details
Keywords
Sheila Namagembe and Shamim Nantumbwe
Environmental emissions are increasing in the urban areas. Much of the emissions arise from public procurement activities given that public sector firms are major customers to…
Abstract
Purpose
Environmental emissions are increasing in the urban areas. Much of the emissions arise from public procurement activities given that public sector firms are major customers to many supplying firms. Given the tremendous contribution, this study aims to examine the adoption of environmentally friendly urban freight logistics practices among public sector firms through assessing the impact of urban environmental governance, government environmental communication and organizational environmental governance.
Design/methodology/approach
Data for the study were collected in a single time period from central procuring and disposing entities (public sector firms) in the urban areas. A sample of 105 public sector firms in were used. One procurement officer and one member of the contracts committee were the key informants in the study. AMOS SPSS version 26 was used to obtain the results for the structural model and measurement model, respectively.
Findings
The findings indicate that the adoption of environmentally friendly urban freight logistics practices among public sector firms is significantly influenced by government environmental communication, organizational environmental governance and urban environmental governance. Urban environmental governance significantly influences organizational environmental governance. Urban environmental governance fully mediates the relationship between government environmental communication and public sector firms’ adoption of environmentally friendly urban freight logistics practices. Also, urban environmental governance and organizational environmental governance mediate the relationship between government environmental communication and adoption of environmentally friendly urban freight logistics practices.
Research limitations/implications
This study examined the adoption of environmentally friendly urban freight logistics practices among public sector firms. However, the study was conducted in a public procurement setting rather than a private sector procurement setting. Also, the study examined the impact of government environmental communication on public sector firms’ adoption of environmentally friendly urban freight logistics practices ignoring the impact of internal communications made within the public sector firms on environmental issues.
Originality/value
This study examined the adoption of environmentally friendly urban freight logistics practices among public sector firms. Freight logistics in public sector procurement has not been given significant attention in earlier research. Emphasis is placed on sustainable public sector procurement ignoring other aspects that would help curb environmental emissions that may arise during and after the delivery of public procurement requirements.