Staff View: The mediating role of student satisfaction between quality management principles of ISO 9001:2008 and communication behavior in higher education

The mediating role of student satisfaction between quality management principles of ISO 9001:2008 and communication behavior in higher education

ISO 9001:2008 is a customer-oriented quality management system and in higher education institutions (HEIs), it is designed to ensure quality of teaching and learning process delivered to students. In a highly competitive higher education market, Student Satisfaction (SS) and positive Communication B...

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Main Authors:	Mohd. Noor Azizaman, Nur Mazreen, Md. Ariff, Mohd. Shoki, Zakuan, Norhayati, Mat Saman, Muhamad Zameri
Format:	Article
Published:	Medwell Journals 2016
Subjects:	LB Theory and practice of education
Online Access:	http://eprints.utm.my/id/eprint/71234/ https://www.scopus.com/inward/record.uri?eid=2-s2.0-84988411378&partnerID=40&md5=6b119f7479242173d54d61440644dc7f
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spelling	my.utm.712342017-11-15T03:46:45Z http://eprints.utm.my/id/eprint/71234/ The mediating role of student satisfaction between quality management principles of ISO 9001:2008 and communication behavior in higher education Mohd. Noor Azizaman, Nur Mazreen Md. Ariff, Mohd. Shoki Zakuan, Norhayati Mat Saman, Muhamad Zameri LB Theory and practice of education ISO 9001:2008 is a customer-oriented quality management system and in higher education institutions (HEIs), it is designed to ensure quality of teaching and learning process delivered to students. In a highly competitive higher education market, Student Satisfaction (SS) and positive Communication Behavior (CB) among students are important to sustain loyalty of students towards the HEIs. Public universities in Malaysia are concerned about ensuring quality of higher education services and ISO 9001:2008 is adopted to manage quality of teaching and learning process. Recent trend in Malaysia's public HEIs highlighted that determining students' CB, satisfaction and the practice of Quality Management Principle (QMP) of ISO 9001:2008 are crucial for the public universities to sustain their performances in term of getting higher quality rating, higher enrollment of students, loyalty of the students towards the HEIs and securing compliance to the accreditation bodies. Most previous studies on quality of higher education addressed the effectiveness of ISO QMP from the service provider perspective and research assessing the QMP and its effect on SS and CB from the service receiver perspective is less emphasized. This issue led to the important of studying how the QMP is linked to the SS and CB in higher education setting as well as the mediating role of SS between the QMP and CB. The conceptual model of this study features four constructs of QMP, students' perceived outcome of the teaching and learning performance to determine SS and word of mouth of services marketing literature to measure positive CB. Using stratified random sampling procedure, a questionnaire was distributed to final year students of ISO certified faculties in a public university. Hierarchical regression analysis performed on the 351 completed questionnaires revealed that there are significant correlations between variables of this study in the first three regression models. In regression four, that is when SS and CB were controlled, the mediating effect of SS between the QMP and CB was observed in higher education setting. This study highlights the need to give greater focus on SS as mediator for improving positive CB to spread out favorable image of public universities in domestic and global higher education markets. Medwell Journals 2016 Article PeerReviewed Mohd. Noor Azizaman, Nur Mazreen and Md. Ariff, Mohd. Shoki and Zakuan, Norhayati and Mat Saman, Muhamad Zameri (2016) The mediating role of student satisfaction between quality management principles of ISO 9001:2008 and communication behavior in higher education. Social Sciences (Pakistan), 11 (11). pp. 2742-2747. ISSN 1818-5800 https://www.scopus.com/inward/record.uri?eid=2-s2.0-84988411378&partnerID=40&md5=6b119f7479242173d54d61440644dc7f
institution	Universiti Teknologi Malaysia
building	UTM Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Teknologi Malaysia
content_source	UTM Institutional Repository
url_provider	http://eprints.utm.my/
topic	LB Theory and practice of education
spellingShingle	LB Theory and practice of education Mohd. Noor Azizaman, Nur Mazreen Md. Ariff, Mohd. Shoki Zakuan, Norhayati Mat Saman, Muhamad Zameri The mediating role of student satisfaction between quality management principles of ISO 9001:2008 and communication behavior in higher education
description	ISO 9001:2008 is a customer-oriented quality management system and in higher education institutions (HEIs), it is designed to ensure quality of teaching and learning process delivered to students. In a highly competitive higher education market, Student Satisfaction (SS) and positive Communication Behavior (CB) among students are important to sustain loyalty of students towards the HEIs. Public universities in Malaysia are concerned about ensuring quality of higher education services and ISO 9001:2008 is adopted to manage quality of teaching and learning process. Recent trend in Malaysia's public HEIs highlighted that determining students' CB, satisfaction and the practice of Quality Management Principle (QMP) of ISO 9001:2008 are crucial for the public universities to sustain their performances in term of getting higher quality rating, higher enrollment of students, loyalty of the students towards the HEIs and securing compliance to the accreditation bodies. Most previous studies on quality of higher education addressed the effectiveness of ISO QMP from the service provider perspective and research assessing the QMP and its effect on SS and CB from the service receiver perspective is less emphasized. This issue led to the important of studying how the QMP is linked to the SS and CB in higher education setting as well as the mediating role of SS between the QMP and CB. The conceptual model of this study features four constructs of QMP, students' perceived outcome of the teaching and learning performance to determine SS and word of mouth of services marketing literature to measure positive CB. Using stratified random sampling procedure, a questionnaire was distributed to final year students of ISO certified faculties in a public university. Hierarchical regression analysis performed on the 351 completed questionnaires revealed that there are significant correlations between variables of this study in the first three regression models. In regression four, that is when SS and CB were controlled, the mediating effect of SS between the QMP and CB was observed in higher education setting. This study highlights the need to give greater focus on SS as mediator for improving positive CB to spread out favorable image of public universities in domestic and global higher education markets.
format	Article
author	Mohd. Noor Azizaman, Nur Mazreen Md. Ariff, Mohd. Shoki Zakuan, Norhayati Mat Saman, Muhamad Zameri
author_facet	Mohd. Noor Azizaman, Nur Mazreen Md. Ariff, Mohd. Shoki Zakuan, Norhayati Mat Saman, Muhamad Zameri
author_sort	Mohd. Noor Azizaman, Nur Mazreen
title	The mediating role of student satisfaction between quality management principles of ISO 9001:2008 and communication behavior in higher education
title_short	The mediating role of student satisfaction between quality management principles of ISO 9001:2008 and communication behavior in higher education
title_full	The mediating role of student satisfaction between quality management principles of ISO 9001:2008 and communication behavior in higher education
title_fullStr	The mediating role of student satisfaction between quality management principles of ISO 9001:2008 and communication behavior in higher education
title_full_unstemmed	The mediating role of student satisfaction between quality management principles of ISO 9001:2008 and communication behavior in higher education
title_sort	mediating role of student satisfaction between quality management principles of iso 9001:2008 and communication behavior in higher education
publisher	Medwell Journals
publishDate	2016
url	http://eprints.utm.my/id/eprint/71234/ https://www.scopus.com/inward/record.uri?eid=2-s2.0-84988411378&partnerID=40&md5=6b119f7479242173d54d61440644dc7f
_version_	1643656143730376704
score	13.211869

The mediating role of student satisfaction between quality management principles of ISO 9001:2008 and communication behavior in higher education

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