ERIC Number: EJ1450882
Record Type: Journal
Publication Date: 2024
Pages: 23
Abstractor: As Provided
ISBN: N/A
ISSN: ISSN-0884-1241
EISSN: EISSN-1540-7144
Responding to a Disruptive Health Crisis for Higher Education Institutions: Service Quality and Perceived Safety Effects on Student Satisfaction
Margaret L. Sheng; Abu Amar Fauzi
Journal of Marketing for Higher Education, v34 n2 p669-691 2024
Although the student satisfaction literature has been well-established, critical drivers of student satisfaction amid the COVID-19 pandemic require further investigation. Therefore, drawing upon expectation-disconfirmation theory (EDT) and protection motivation theory (PMT), we propose a conceptual model incorporating service quality and perceived safety to predict student satisfaction in times of pandemic. We applied a PLS-SEM approach to examine the model empirically with a sample of 505 university students in Taiwan. The findings revealed that higher education institutions (HEIs) should accentuate greater safety value by adjusting their service quality to current students' challenges of attaining a safe state. The adjustments can strengthen students' perceived safety, subsequently influencing their satisfaction with HEIs services. This study is an earlier attempt to contribute to the student satisfaction literature associated with a pandemic, and it offers valuable directions for HEIs in maintaining student satisfaction during or post-pandemic time.
Descriptors: Foreign Countries, College Students, COVID-19, Pandemics, Crisis Management, Emergency Programs, Educational Policy, Safety, Student Satisfaction, Student Personnel Services, School Health Services, Total Quality Management
Routledge. Available from: Taylor & Francis, Ltd. 530 Walnut Street Suite 850, Philadelphia, PA 19106. Tel: 800-354-1420; Tel: 215-625-8900; Fax: 215-207-0050; Web site: http://www.tandf.co.uk/journals
Publication Type: Journal Articles; Reports - Research; Tests/Questionnaires
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Taiwan
Grant or Contract Numbers: N/A