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Restoring service quality, satisfaction and loyalty in higher education institutions through market orientation

This study investigates the effect of being market oriented on service quality perceptions and its relationship with customer satisfaction and loyalty. Specifically, this paper examines as to how market orientation influences performance from the customer's perspective in the private higher edu...

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Main Authors: Abu Bakar, Abdul Rahim, Abdul Talib, Asmat Nizam, Hashim, Fariza
Format: Article
Published: Inderscience Publishers 2014
Subjects:
HD28 Management. Industrial Management
LB2300 Higher Education
Online Access:http://repo.uum.edu.my/12485/
http://dx.doi.org/10.1504/JGBA.2014.058885
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spelling my.uum.repo.124852016-04-12T07:10:33Z http://repo.uum.edu.my/12485/ Restoring service quality, satisfaction and loyalty in higher education institutions through market orientation Abu Bakar, Abdul Rahim Abdul Talib, Asmat Nizam Hashim, Fariza HD28 Management. Industrial Management LB2300 Higher Education This study investigates the effect of being market oriented on service quality perceptions and its relationship with customer satisfaction and loyalty. Specifically, this paper examines as to how market orientation influences performance from the customer's perspective in the private higher education institutions (HEIs). Based from the response of 147 respondents comprising of postgraduate students in Malaysian private HEIs, the findings showed that market orientation influences service quality that subsequently influences customer satisfaction and loyalty.The partial effect of service quality mediating the market orientation and customer satisfaction relationship is also discussed. Finally, the implications of the research are discussed as are the limitations Inderscience Publishers 2014 Article PeerReviewed Abu Bakar, Abdul Rahim and Abdul Talib, Asmat Nizam and Hashim, Fariza (2014) Restoring service quality, satisfaction and loyalty in higher education institutions through market orientation. Journal for Global Business Advancement, 7 (1). pp. 88-107. ISSN 1746-966X http://dx.doi.org/10.1504/JGBA.2014.058885 doi:10.1504/JGBA.2014.058885
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
topic HD28 Management. Industrial Management
LB2300 Higher Education
spellingShingle HD28 Management. Industrial Management
LB2300 Higher Education
Abu Bakar, Abdul Rahim
Abdul Talib, Asmat Nizam
Hashim, Fariza
Restoring service quality, satisfaction and loyalty in higher education institutions through market orientation
description This study investigates the effect of being market oriented on service quality perceptions and its relationship with customer satisfaction and loyalty. Specifically, this paper examines as to how market orientation influences performance from the customer's perspective in the private higher education institutions (HEIs). Based from the response of 147 respondents comprising of postgraduate students in Malaysian private HEIs, the findings showed that market orientation influences service quality that subsequently influences customer satisfaction and loyalty.The partial effect of service quality mediating the market orientation and customer satisfaction relationship is also discussed. Finally, the implications of the research are discussed as are the limitations
format Article
author Abu Bakar, Abdul Rahim
Abdul Talib, Asmat Nizam
Hashim, Fariza
author_facet Abu Bakar, Abdul Rahim
Abdul Talib, Asmat Nizam
Hashim, Fariza
author_sort Abu Bakar, Abdul Rahim
title Restoring service quality, satisfaction and loyalty in higher education institutions through market orientation
title_short Restoring service quality, satisfaction and loyalty in higher education institutions through market orientation
title_full Restoring service quality, satisfaction and loyalty in higher education institutions through market orientation
title_fullStr Restoring service quality, satisfaction and loyalty in higher education institutions through market orientation
title_full_unstemmed Restoring service quality, satisfaction and loyalty in higher education institutions through market orientation
title_sort restoring service quality, satisfaction and loyalty in higher education institutions through market orientation
publisher Inderscience Publishers
publishDate 2014
url http://repo.uum.edu.my/12485/
http://dx.doi.org/10.1504/JGBA.2014.058885
_version_ 1644280924865560576
score 13.211869

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