IDEAS home Printed from https://ideas.repec.org/a/hur/ijarbs/v4y2014i10p644-668.html
   My bibliography  Save this article

The Linkage between Human Element of Service Delivery and Customer Satisfaction in Private Institutions of Higher Learning

Author

Listed:
  • Shahimi Bin Mohtar
  • Mazhar Abbas
  • Muhammad Shahid Nawaz

Abstract

The present study explores the relationship between human element of service delivery and customer satisfaction in private institutes of higher education. Human element of service delivery is important for higher education institutions in Malaysia as they themselves are preparing to become exporters of premier educational services. The data were collected by the method of the survey. Survey questionnaires were delivered by hand the respondents who volunteered to be participants in this study. Respondents were given information sheets, along with verbal and written instructions. They were to complete the questionnaires and return to a mailbox on campus. A total of 331 representative samples were obtained from private institutions of higher education, using the private institutions of higher education directory as a sampling frame, after leaving the number of private institutions of higher education, which had ceased their operations. Data were analyzed using descriptive statistics and inferential analysis. The statistical analyzes used, were the Pearson correlation and multiple regression. Descriptive statistics were employed. The results revealed that the human element of service delivery has a relationship with the customer satisfaction. Using multiple regression analysis, the predictor variable indicated that the variables can explain 44.9% of variation that occurred in customer satisfaction. Whereas, the relationship between the predictor variables and customer satisfaction, there was a 13.7% variation explained. Human element of service delivery has significant and positive relationship with customer satisfaction. Therefore, this variable deserves to be monitored and appropriate adjustments in order to improve organizational performance through customer satisfaction. In conclusion, this study provides an overview greater understanding on how to improve organizational performance through the implementation of excellent human element of management practices of service delivery and, at the same time, it gives due emphasis to customer satisfaction.

Suggested Citation

  • Shahimi Bin Mohtar & Mazhar Abbas & Muhammad Shahid Nawaz, 2014. "The Linkage between Human Element of Service Delivery and Customer Satisfaction in Private Institutions of Higher Learning," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(10), pages 644-668, October.
  • Handle: RePEc:hur:ijarbs:v:4:y:2014:i:10:p:644-668
    as

    Download full text from publisher

    File URL: http://hrmars.com/hrmars_papers/The_Linkage_between_Human_Element_of_Service_Delivery_and_Customer_Satisfaction_in_Private_Institutions_of_Higher_Learning.pdf
    Download Restriction: no

    File URL: http://hrmars.com/hrmars_papers/The_Linkage_between_Human_Element_of_Service_Delivery_and_Customer_Satisfaction_in_Private_Institutions_of_Higher_Learning.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Roest, H.C.A. & Pieters, R., 1997. "The nomological net of perceived service quality," Other publications TiSEM f271d903-5057-467e-b74b-6, Tilburg University, School of Economics and Management.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Panda Rajshree & Kapoor Deepa, 2016. "Managing loyalty through brand image, judgement and feelings for leveraging power brands," Management & Marketing, Sciendo, vol. 11(4), pages 624-637, December.
    2. Albayrak, Tahir & Caber, Meltem, 2015. "Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques," Tourism Management, Elsevier, vol. 46(C), pages 43-50.
    3. Heydari, Ali & Laroche, Michel & Paulin, Michèle & Richard, Marie-Odile, 2021. "Hofstede's individual-level indulgence dimension: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    4. Christine Ye & J. Cronin & John Peloza, 2015. "The Role of Corporate Social Responsibility in Consumer Evaluation of Nutrition Information Disclosure by Retail Restaurants," Journal of Business Ethics, Springer, vol. 130(2), pages 313-326, August.
    5. Terblanche, Nic S., 2018. "Revisiting the supermarket in-store customer shopping experience," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 48-59.
    6. Fawz Manyaga & Umit Hacioglu, 2021. "Investigating the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(6), pages 19-33, September.
    7. Lai, Fujun & Griffin, Mitch & Babin, Barry J., 2009. "How quality, value, image, and satisfaction create loyalty at a Chinese telecom," Journal of Business Research, Elsevier, vol. 62(10), pages 980-986, October.
    8. Lena V. Bjørlo, 2024. "Freedom from interference: Decisional privacy as a dimension of consumer privacy online," AMS Review, Springer;Academy of Marketing Science, vol. 14(1), pages 12-36, June.
    9. Jang, Hyeong Yu & Noh, Mi Jin, 2011. "Customer acceptance of IPTV service quality," International Journal of Information Management, Elsevier, vol. 31(6), pages 582-592.
    10. Rod, Michel & Ashill, Nicholas J. & Gibbs, Tanya, 2016. "Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 212-221.
    11. Ekta Duggal & Harsh V. Verma, 2016. "Deconstructing Retail Service Quality in India," Paradigm, , vol. 20(2), pages 143-158, December.
    12. Söderlund, Magnus & Julander, Claes-Robert, 2009. "Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 16(3), pages 216-226.
    13. Kim, Yu Kyoung & Lee, Hyung Ryong, 2011. "Customer satisfaction using low cost carriers," Tourism Management, Elsevier, vol. 32(2), pages 235-243.
    14. Mitrega, Maciej & Klézl, Vojtěch & Spáčil, Vojtěch, 2022. "Systematic review on customer citizenship behavior: Clarifying the domain and future research agenda," Journal of Business Research, Elsevier, vol. 140(C), pages 25-39.
    15. Jagwinder Singh & Shivani Saini, 2016. "Managing Consumer Loyalty through Acquisition, Retention and Experience Efforts: An Empirical Study on Service Consumers in India," Vision, , vol. 20(2), pages 121-134, June.
    16. Hongwei Jiang, 2013. "An investigation of airline service quality and passenger satisfaction - the case of China Eastern Airlines in Wuhan region," International Journal of Aviation Management, Inderscience Enterprises Ltd, vol. 2(1/2), pages 54-65.
    17. Ueltschy, Linda C. & Laroche, Michel & Tamilia, Robert D. & Yannopoulos, Peter, 2004. "Cross-cultural invariance of measures of satisfaction and service quality," Journal of Business Research, Elsevier, vol. 57(8), pages 901-912, August.
    18. Overby, Jeffrey W. & Lee, Eun-Ju, 2006. "The effects of utilitarian and hedonic online shopping value on consumer preference and intentions," Journal of Business Research, Elsevier, vol. 59(10-11), pages 1160-1166, October.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hur:ijarbs:v:4:y:2014:i:10:p:644-668. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Hassan Danial Aslam (email available below). General contact details of provider: http://hrmars.com/index.php/pages/detail/IJARBSS .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.