Określenie wpływu jakości usług wyższego szkolnictwa na zadowolenie z pracy u wykładowców uczelni przy użyciu modelu hedperf

Translated title of the contribution: Assessing the effect of higher education service quality on job satisfaction among lecturers in premier polytechnics using hedperf model

Research output: Contribution to journalArticle

Abstract

Background: Dynamic change has compelled Malaysian Polytechnics to embrace service quality to achieve competitive advantage and sustainability for nation economic development. Current literature in higher education service quality shows that appropriate implementation of HEdPERF in the organization operation will improve the service quality and job satisfaction that subsequently will enhance the organizational performance. Although many studies have explored the relationship between service quality and satisfaction in higher education, the role of service quality as antecedents for employee satisfaction has been poorly discussed in higher education quality management literature. The aim of this study is to measure the service quality and satisfaction relationship among lecturers at premier Malaysian polytechnics. Methods: This study employed self-report questionnaires gathered from 187 lecturers at premiere Malaysian polytechnics using HEdPERF (Higher Education Performance) model. Data were analysed using the Statistical Packages for Social Science (SPSS) version 23. Results: The results revealed that non-academic aspects, academic aspects, programme issue, and access are significant predictors for job satisfaction at Malaysian polytechnics. Conversely, reputation does not play a significant role with satisfaction. Conclusions: The findings confirm the ability of service provider to correctly execute non-academic, academic, programme issue and access aspects as being important to improve the employee’s satisfaction. Only reputation which is insignificant to employee satisfaction is found in the studied organization. Employee and staff should be treated as customers of the organization in view of their criticality for service delivery excellence to achieve organizational vision and mission.

Original languagePolish
Pages (from-to)425-436
Number of pages12
JournalLogforum
Volume15
Issue number3
DOIs
Publication statusPublished - 1 Jan 2019

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Job satisfaction
Education
Personnel
Social sciences
Quality management
Sustainable development
Quality of service
Service quality
Economics
Employee satisfaction

Keywords

  • Higher Education Performance (HEdPERF)
  • Job satisfaction
  • Polytechnics
  • Service quality

ASJC Scopus subject areas

  • Management Information Systems
  • Management Science and Operations Research
  • Information Systems and Management

Cite this

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title = "Określenie wpływu jakości usług wyższego szkolnictwa na zadowolenie z pracy u wykładowc{\'o}w uczelni przy użyciu modelu hedperf",
abstract = "Background: Dynamic change has compelled Malaysian Polytechnics to embrace service quality to achieve competitive advantage and sustainability for nation economic development. Current literature in higher education service quality shows that appropriate implementation of HEdPERF in the organization operation will improve the service quality and job satisfaction that subsequently will enhance the organizational performance. Although many studies have explored the relationship between service quality and satisfaction in higher education, the role of service quality as antecedents for employee satisfaction has been poorly discussed in higher education quality management literature. The aim of this study is to measure the service quality and satisfaction relationship among lecturers at premier Malaysian polytechnics. Methods: This study employed self-report questionnaires gathered from 187 lecturers at premiere Malaysian polytechnics using HEdPERF (Higher Education Performance) model. Data were analysed using the Statistical Packages for Social Science (SPSS) version 23. Results: The results revealed that non-academic aspects, academic aspects, programme issue, and access are significant predictors for job satisfaction at Malaysian polytechnics. Conversely, reputation does not play a significant role with satisfaction. Conclusions: The findings confirm the ability of service provider to correctly execute non-academic, academic, programme issue and access aspects as being important to improve the employee’s satisfaction. Only reputation which is insignificant to employee satisfaction is found in the studied organization. Employee and staff should be treated as customers of the organization in view of their criticality for service delivery excellence to achieve organizational vision and mission.",
keywords = "Higher Education Performance (HEdPERF), Job satisfaction, Polytechnics, Service quality",
author = "Khalid, {Sulaiman Mohammed} and {Mohd Ali}, {Khairul Anuar} and {Mohamed Makhbul}, {Zafir Khan}",
year = "2019",
month = "1",
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language = "Polish",
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AU - Mohd Ali, Khairul Anuar

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