IDEAS home Printed from https://ideas.repec.org/a/url/upravl/v13y2022i5p102-113.html
   My bibliography  Save this article

Academic service quality, student role and WOM communication in higher education

Author

Listed:
  • Ali Tehci

    (Ordu University, Ordu, Turkey)

Abstract

Academic service quality in higher education is co-created by all participants of the educational process, including students. Word of mouth communication (WOM) in the education sector is among the main tools to assess the level of training services. In this context, the study investigates the relationship between the student role, academic service quality, word of mouth communication, and electronic word of mouth communication in higher education. The theoretical basis of the research is the principles of behavioural economics and service-dominant logic theory, in particular. Hypotheses were tested using the structural equation model. The research data collected using the questionnaire method were obtained from 164 students in the foreign language preparatory class at a state university in Kyrgyzstan. IBM SPSS AMOS 21 package program was used to test the structural relationships in the research model. The findings showed that student role positively affected academic service quality and WOM communication. In addition, it was concluded that academic service quality positively impacted word of mouth communication, which, in turn, affected electronic word of mouth communication. Among the directions of future research are studies with a larger sample and different research methods and designs used.

Suggested Citation

  • Ali Tehci, 2022. "Academic service quality, student role and WOM communication in higher education," Upravlenets, Ural State University of Economics, vol. 13(5), pages 102-113, November.
    • Handle: RePEc:url:upravl:v:13:y:2022:i:5:p:102-113
    DOI: 10.29141/2218-5003-2022-13-5-7
    as

    Download full text from publisher

    File URL: https://upravlenets.usue.ru/images/99/7.pdf
    Download Restriction: no
    File URL: https://upravlenets.usue.ru/ru/-2022/1141
    Download Restriction: no
    File URL: https://libkey.io/10.29141/2218-5003-2022-13-5-7?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Parves Sultan & Ho Yin Wong, 2019. "How service quality affects university brand performance, university brand image and behavioural intention: the mediating effects of satisfaction and trust and moderating roles of gender and study mod," Journal of Brand Management, Palgrave Macmillan, vol. 26(3), pages 332-347, May.
    2. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
    3. Hsin Chang & Don Jeng & Mohamad Hamid, 2013. "Conceptualising consumers’ word-of-mouth behaviour intention: evidence from a university education services in Malaysia," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 17-35, March.
    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. Lillemo, Shuling Chen, 2014. "Measuring the effect of procrastination and environmental awareness on households' energy-saving behaviours: An empirical approach," Energy Policy, Elsevier, vol. 66(C), pages 249-256.
    2. Simplice A. Asongu, 2014. "Knowledge Economy and Financial Sector Competition in African Countries," African Development Review, African Development Bank, vol. 26(2), pages 333-346, June.
    3. Pasura Aungkulanon & Walailak Atthirawong & Pongchanun Luangpaiboon & Wirachchaya Chanpuypetch, 2024. "Navigating Supply Chain Resilience: A Hybrid Approach to Agri-Food Supplier Selection," Mathematics, MDPI, vol. 12(10), pages 1-42, May.
    4. Rodríguez-Fuentes, Carlos Javier & Hernández-López, Montserrat, 1997. "Análisis de diferencias estructurales interregionales determinantes en el impacto de la política monetaria," Estudios de Economia Aplicada, Estudios de Economia Aplicada, vol. 7, pages 141-157, Junio.
    5. Asongu, Simplice & Tchamyou, Vanessa & Asongu, Ndemaze & Tchamyou, Nina, 2018. "The Comparative African Economics of Governance in Fighting Terrorism," MPRA Paper 92346, University Library of Munich, Germany.
    6. Simplice A Asongu, 2013. "Modeling the future of knowledge economy: evidence from SSA and MENA countries," Economics Bulletin, AccessEcon, vol. 33(1), pages 612-624.
    7. Xiangfei Yuan & Haijing Hao & Chenghua Guan & Alex Pentland, 2022. "Which factors affect the performance of technology business incubators in China? An entrepreneurial ecosystem perspective," PLOS ONE, Public Library of Science, vol. 17(1), pages 1-20, January.
    8. Orkhan Sariyev & Tim K. Loos & Manfred Zeller & Tulsi Gurung, 2020. "Women in household decision-making and implications for dietary quality in Bhutan," Agricultural and Food Economics, Springer;Italian Society of Agricultural Economics (SIDEA), vol. 8(1), pages 1-20, December.
    9. Romero, Pascual & Botía, Pablo & del Amor, Francisco M. & Gil-Muñoz, Rocío & Flores, Pilar & Navarro, Josefa María, 2019. "Interactive effects of the rootstock and the deficit irrigation technique on wine composition, nutraceutical potential, aromatic profile, and sensory attributes under semiarid and water limiting condi," Agricultural Water Management, Elsevier, vol. 225(C).
    10. Mohd Hizam Hanafiah, & Sheikh Usman Yousaf, & Bushra Usman,, 2017. "The influence of psychological capital on the growth intentions of entrepreneurs: A study on Malaysian SME entrepreneurs," Business and Economic Horizons (BEH), Prague Development Center, vol. 13(5), pages 556-569, December.
    11. Omar Hegazi & Samer Alalalmeh & Ahmad Alfaresi & Soheil Dashtinezhad & Ahmed Bahada & Moyad Shahwan & Ammar Abdulrahman Jairoun & Tesleem K. Babalola & Haya Yasin, 2022. "Development, Validation, and Utilization of a Social Media Use and Mental Health Questionnaire among Middle Eastern and Western Adults: A Pilot Study from the UAE," IJERPH, MDPI, vol. 19(23), pages 1-18, November.
    12. Mudaca, Joao Daniel & Tsuchiya, Toshiyuki & Yamada, Masaaki & Onwona-Agyeman, Siaw, 2015. "Household participation in Payments for Ecosystem Services: A case study from Mozambique," Forest Policy and Economics, Elsevier, vol. 55(C), pages 21-27.
    13. Paul MUKUCHA & Divaries Cosmas JARAVAZA & Forbes MAKUDZA, 2022. "Towards Gender-Based Market Segmentation: The Differential Influence of Gender on Dining Experiences in the University Cafeteria Industry," Management and Economics Review, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 7(2), pages 182-200, June.
    14. Wei Tong Chen & Hew Cameron Merrett & Ying-Hua Huang & Theresia Avila Bria & Ying-Hsiu Lin, 2021. "Exploring the Relationship between Safety Climate and Worker Safety Behavior on Building Construction Sites in Taiwan," Sustainability, MDPI, vol. 13(6), pages 1-21, March.
    15. Akhter Ali & N. Ravichandran & D.K. Batra, 2013. "Children’s Choice of Influence Strategies in Family Purchase Decisions and the Impact of Demographics," Vision, , vol. 17(1), pages 27-40, March.
    16. Yoo, Sun-Young & Vonk, M. Elizabeth, 2012. "The development and initial validation of the Immigrant Parental Stress Inventory (IPSI) in a sample of Korean immigrant parents," Children and Youth Services Review, Elsevier, vol. 34(5), pages 989-998.
    17. Jayaram, Jayanth & Tan, Keah-Choon, 2010. "Supply chain integration with third-party logistics providers," International Journal of Production Economics, Elsevier, vol. 125(2), pages 262-271, June.
    18. M. Todd Royle & Gavin Fox & Wayne A. Hochwarter, 2009. "The Relationships Between Select Situational And Dispositional Constructs And Informal Accountability For Others," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 2(1), pages 113-133.
    19. Simplice A. Asongu & Joseph Nnanna, 2020. "Governance and the Capital Flight Trap in Africa," Working Papers of the African Governance and Development Institute. 20/024, African Governance and Development Institute..
    20. Pamela E. Ofori & Simplice A. Asongu & Vanessa S. Tchamyou, 2021. "The Synergy between Governance and Economic Integration in Promoting Female Economic Inclusion in Sub-Saharan Africa," Working Papers 21/071, European Xtramile Centre of African Studies (EXCAS).

    More about this item

    Keywords

    service marketing; higher education; academic service quality; student role; word of mouth communication; electronic word of mouth communication; Kyrgyzstan.;
    All these keywords.

    JEL classification:

    • I23 - Health, Education, and Welfare - - Education - - - Higher Education; Research Institutions
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services

    Statistics

    Access and download statistics

    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:url:upravl:v:13:y:2022:i:5:p:102-113. 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: Victor Blaginin (email available below). General contact details of provider: https://edirc.repec.org/data/usueeru.html .

    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.