Multigroup validation of the service quality, customer satisfaction and performance links in higher education

ABSTRACT

The notion of ‘students as customers’ continues to be prominent, yet is insufficiently explored, especially from the standpoint of various stakeholders. To address this inadequacy, the present study employs a multigroup analysis of the service profit chain (SPC) model in higher education (HE). Its purpose is to examine the complete SPC model regarding stakeholder perceptions in order to inform its validation and implementation. A cross-sectional survey was employed in order to enable multigroup comparison of a comprehensive research model on subsamples of employees and students by means of structural equation modeling (SEM). Results provide support for the proposed SPC model within the sample of vocational colleges. Besides strongly linked constructs (quality–satisfaction–loyalty), some notable weaknesses (cracked ‘satisfaction mirror’) are found. Multigroup analysis also indicates some important differences between employees and students. Implications are provided for strategic service management in HE, which should acknowledge the differences among stakeholder perceptions.

摘要

虽然还没有充分探索, 但‘学生作为顾客’的概念持续突出，尤其是从各种利益相关者的角度来看。 为了解决这一不足，本研究采用了高等教育中服务利润链（SPC）模型的多组分析。其目的是查验有关利益相关方感知的完整的SPC模型，以告知其验证和实施。为了通过结构模型（SEM）对雇员和学生子样本的综合研究模型进行多组比较，采用了横断面调查。研究结果为高职院校样本中的SPC模型提供了支持。 除了紧密联系的结构（质量-满意-忠诚），本研究还发现了一些值得注意的弱点（破裂的‘满意度反映’）。多组分析还显示了员工和学生之间的一些重要差异。本文为高等教育战略服务管理提供了启示，应该承认利益相关者之间的差异。

KEYWORDS:

• SPC model
• service quality
• performance
• multigroup analysis
• higher education

关键词:

• 服务利润链模型
• 服务质量
• 性能
• 多组分析
• 高等教育

Disclosure statement

No potential conflict of interest was reported by the authors.