Abbas, J. (2020). HEISQUAL: A modern approach to measure service quality in higher education institutions. Studies in Educational Evaluation, 67, 100933. doi:https://doi.org/10.1016/j.stueduc.2020.100933
Afthanorhan, A., Zainudin Awang, N. R., Foziah, H., & Liza, P. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(11), 13–24. doi:10.5267/j.msl.2018.11.004
Ahmed, I., Nawaz, M. M., Ahmad, Z., Ahmad, Z., Shaukat, M. Z., Usman, A., . . . Ahmed, N. (2010). Does service quality affect students' performance? Evidence from institutes of higher learning. African journal of business management, 4(12), 2527.
Akareem, H. S., & Hossain, S. S. (2016). Determinants of education quality: what makes students’ perception different? Open review of educational research, 3(1), 52-67. doi:https://doi.org/10.1080/23265507.2016.1155167
Alathathi, N. (2012). Obstacles to the application of total quality management in higher education institutions in the Kingdom of Saudi Arabia. Arab Journal for Quality Assurance I Higher Education, 5(9), 66 – 99.
Alauddin, M., Ahsan, S. M., Kamal, M. A., Alam, M. M., & Hassan, A. (2020). The assessment of perceived service quality dimensions of hotel industry in Bangladesh. Journal of multidisciplinary academic tourism, 5(2), 105-114. doi:https://doi.org/10.1108/QAE-06-2014-0028
Aldaibat, A. (2018). Obstacles to the implementation of quality management at the Jordanian private universities. Journal of ALnajah University, 32(11), 1077 – 2004.
Alhazmi, N. (2017). Impact of total quality management on marketing of tourism services: An applied study on hotels located in Al-Kharj City in K.S.A. International Journal of Management and Economics Invention, 4(1), 1595-1605.
Ali, D. B., Shah, D. N., & Mangi, S. (2019). etermining the impact of service quality on students’ satisfaction in public sector universities of Thailand: An empirial approach. sia Pacific-Annual Research Journal of Far East & South East Asia, 35, 70-88.
Ali, F., Rasoolimanesh, S. M., Sarstedt, M., Ringle, C., & Ryu, K. (2018). An assessment of the use of partial least squares structural equation modeling (PLS-SEM) in hospitality research. International Journal of Contemporary Hospitality Management, 30, 514-538. doi:https://doi.org/10.1108/IJCHM-10-2016-0568
Al-Mansour, & H., A. (2007). Application of TQM to Financial Services. Retrieved from http://faculty.kfupm.edu.sa/CEM/bushait/cem515/term-papers/TQM-Finance.pdf
Alves, H., & Raposo, M. (2010). The influence of university image on student behaviour. International journal of educational management, 24(1), 73-85.
Angur, G., M., Nataraajan, Jahera, R. &., & S., J. (1999). Service Quality in the Banking Industry: An Assessment in a Developing Economy. International Journal of Bank Marketing, 17, 116-23.
Anis, A., & Abdullah, Z. (2014). Defining quality education in higher learning institutions: Divergent views of stakeholders. International Journal of Arts & Sciences, 7(1), 375.
Ardi, R., Hidayatno, A., & Yuri M. Zagloel, T. (2012). Investigating relationships among quality dimensions in higher education. Quality assurance in education, 20(4), 408-428. doi:https://doi.org/10.1108/09684881211264028
Azam, A. (2018). Service Quality Dimensions and Students’ Satisfaction: A study of Saudi Arabian Private Higher Education Institutions. European Online Journal of Natural and Social Sciences, 7(2), 275-284.
Bandura, A. (1994). Self-efficacy. In V. S. Ramachaudran (Ed.) (Vol. 4). New York: New York: Academic Press.
Beer, M. (2003). Why total quality management programs do not persist: The role of management quality and implications for leading a TQM transformation. Decision Sciences, 34, 623-642. doi: https://doi.org/10.5167/uzh-150640
Bose, R. (2002). Customer Relationship Management: Key Components for IT Success. Industrial Management & Data Systems, 102(2), 89-97. doi:https://doi.org/10.1108/02635570210419636
Brooks, R., Gupta, A., Jayadeva, S., & Abrahams, J. (2021). Students’ views about the purpose of higher education: a comparative analysis of six European countries. Higher Education Research & Development, 40(7), 1375-1388. doi:https://doi.org/10.1080/07294360.2020.1830039
Cahyono, Y., Purwanto, A., Sukanta, Azizah, F. N., Fitriaty, Wijoyo, H., . . . Sugianto, A. (2020). Impact of Service Quality, University Image and Students Satisfaction Towards Student Loyalty: Evidence From Indonesian Private Universities. Journal of Critical Reviews, 7(19), 3916-3924 .
Calabrese, A. &. (2015). Design and blueprinting for total quality management implementation in service organisations. Total Quality Management and Business Excellence, 26(7-8), 719–732.
Carraher, S. M., Franklin, G. M., Parnell, B. A., & Sullivan, S. E. (2006). Entrepreneurial Service Performance and Technology Management: A Study of China and Japan. Journal of Technology Management in China, 1(1). doi:https://doi.org/10.1108/17468770610642786
Catalin, S. H., Bogdan, B., & Dimitrie, G. R. (2014). The Existing Barriers In Implementing Total Quality Management. Annals of Faculty of Economics, 1(1), 1234-1240.
Chen, Y. C., & Tam, W. M. (1997). Multi‐models of quality in education. Quality assurance in Education, 22-31.
Cheng, Y. i., & Tam, W. M. (1997). Multi‐models of quality in education. Quality assurance in Education, 5(1), 22-31. doi:https://doi.org/10.1108/09684889710156558
Clemes, M. D., Cohen, D. A., & Wang, Y. (2013). Understanding Chinese university students' experiences: An empirical analysis. Asia Pacific Journal of Marketing and Logistics, 25(3), 391-427.
Cooper, D. R., & Schindler, P. S. (2003). Business Research Methods. New York: McGraw-Hill.
Crosby, P. B. (1979). Quality is Free: The Art of Making Quality Certain, New American Library, New York. NY: Penguin.
Dehghan, A., Dugger, J., Dobrzykowski, D., & Balazs, A. (2014). The antecedents of student loyalty in online programs. International journal of educational management.
Dhaqane, M. K., & Afrah, N. A. (2016). Satisfaction of Students and Academic Performance in Benadir University . Journal of Education and Practice, 7(24), 59-63.
Dhawan, S. (2022). Higher Education Quality and Student Satisfaction: Meta-Analysis, Subgroup Analysis and Meta-Regression. Metamorphosis, 21(1), 48-66. doi:https://doi.org/10.1177/09726225221082376
Doménech-Betoret, F., Abellán-Roselló, L., & Gómez-Artiga, A. (2017). Self-Efficacy, Satisfaction, and Academic Achievement: The Mediator Role of Students' Expectancy-Value Beliefs. Frontiers in psychology, 8, 1193. doi:https://doi.org/10.3389/fpsyg.2017.01193
Dwaikat, N. Y. (2021). A comprehensive model for assessing the quality in higher education institutions. The TQM Journal, 33(4), 841-855. doi:https://doi.org/10.1108/TQM-06-2020-0133
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied psychology, 71(3), 500-507. doi:https://psycnet.apa.org/doi/10.1037/0021-9010.71.3.500
Elango, Gudep, R. &., & K., V. (2006). A Comparative Study on the Service Quality and Customers Satisfaction among Private, Public and Foreign Banks. The ICFAI Journal of Management, 5(3), 8-19.
Fan, J., & Prasongsukarn, K. (2019). Investigating the Effects Amongst Quality Dimensions in Higher Education. RSU International Research Conference. Retrieved from https://rsucon.rsu.ac.th/proceedings
Faul, F., Erdfelder, E., Buchner, A., & Lang, A.-G. (2009). Statistical power analyses using G* Power 3.1: Tests for correlation and regression analyses. Behavior research methods, 41(4), 1149-1160. doi:https://doi.org/10.3758/BRM.41.4.1149
Feigenbaum, A. (1951). Quality control: Principles, practice and administration: An industrial management tool for improving product quality and design and for reducing operating costs and losses. McGraw-Hill.
Gao, H. L. (2020). Understanding the Impact of Administrative Service Quality on Satisfaction and Loyalty Towards University Students. Higher Education Research, 5(1), 25-30. doi:10.11648/j.her.20200501.15
Granovetter, M. (2018). Economic Action and Social Structure: The Problem of Embeddedness. The sociology of economic life, 22-45.
Grönroos, C. (2006). Adopting a service logic for marketing. Marketing theory, 6(3), 317-333. doi:https://doi.org/10.1177/1470593106066794
GS, S., R, C., RN, A., & TJ, K. (2002). Management’s perception of total quality service in the banking sector ofdeveloping economy- a critical analysis. International Journal of Bank Marketing, 20, 181-196.
Hair, J. F., Hult, G. T., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM). Thousand Oaks: Sage.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 1, 31. doi:http://dx.doi.org/10.1108/EBR-11-2018-0203
Han, H., Kiatkawsin, K., & Kim, W. (2018). Physical classroom environment and student satisfaction with courses. Assessment & Evaluation in Higher Education, 43(1), 110-125. doi:https://doi.org/10.1080/02602938.2017.1299855
Hassan, M. A. (2012). An Empirical Assessment of Service Quality and its Relationship with Customer loyalty, Evidence From the Telecom Sector of Pakistan. International Journal of Asian Social Sciences, 2(6).
Hayat, A. A., Shateri, K., Amini, M., & Shokrpour, N. (2020). Relationships between academic self-efficacy, learning-related emotions, and metacognitive learning strategies with academic performance in medical students: a structural equation model. BMC medical education, 20(1), 1-11. doi:https://doi.org/10.1186/s12909-020-01995-9
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43, 115-135. doi:https://doi.org/10.1007/s11747-014-0403-8
Hmieleski, K. M., & Corbett, A. C. (2008). The contrasting interaction effects of improvisational behavior with entrepreneurial self-efficacy on new venture performance and entrepreneur work satisfaction. ournal of business venturing, 23(4), 482-496. doi:https://doi.org/10.1016/j.jbusvent.2007.04.002
Hosen, M., Uddin, M. N., Hossain, S., Islam, M. A., & Ahmad, A. (2022). The impact of COVID-19 on tertiary educational institutions and students in Bangladesh. Heliyon, 8(1), 1-9. doi:https://doi.org/10.1016/j.heliyon.2022.e08806
Hossain, M. A., Hossain, M. M., & Chowdhury, T. H. (2018). An empirical investigation from graduates’ perspective. International journal of quality & reliability management, 35(1), 145-162. doi:https://doi.org/10.1108/IJQRM-02-2015-0031
Jasti, N. V., Venkateswaran, V., & Kota, S. (2021). Total Quality Management in higher education: a literature review on barriers, customers and accreditation. The TQM Journal, 34(5), 1250-1272. doi:https://doi.org/10.1108/TQM-11-2020-0256
Juran, J., & Gryna, F. (1988). Juran’s Quality Control Handbook (4th ed.). New York: McGraw-Hill: McGraw-Hill.
Juran, J., & Gryna, F. (1993). Quality Planning and Analysis. New York: McGraw Hill, Inc.
Kang, H. (2021). Sample size determination and power analysis using the G*Power software. Journal of educational evaluation for health professions, 18. doi:https://doi.org/10.3352/jeehp.2021.18.17
Khalifa, G. S., Binnawas, M. S., Alareef, N. A., Alkathiri, M. S., Alsaadi, T. A., Alneadi, K. M., & Alkhater, A. (2021). The Role of Holistic Approach Service Quality on Student's Behavioural Intentions: The Mediating Role of Happiness and Satisfaction. City University eJournal of Academic Research, 3(1), 12-32.
Kothari, C. R. (2004). Research Methodology: Methods and Techniques, (Second Edition). BARRIERS TO TOTAL QUALITY MANAGEMENT (TQM) IMPLEMENTATION IN THE MAURITIAN FOOD INDUSTRY (pp. 611-616). UK: New Age International Publisher.
Krücken, G. (2021). Multiple competitions in higher education: a conceptual approach. Innovation, 23(2), 163-181. doi:https://doi.org/10.1080/14479338.2019.1684652
Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of services marketing, 14(3), 217-231. doi:https://doi.org/10.1108/08876040010327220
Lehdonvirta, V., Oksanen, A., Räsänen, P., & Blank, G. (2021). Social media, web, and panel surveys: using non‐probability samples in social and policy research. Policy & internet, 13(1), 134-155. doi:https://doi.org/10.1002/poi3.238
Lima, F. M., Miranda, L. C., Vasiljevic, G., & Baranauskas, M. C. (2019). An intra and inter-conferences correlation analysis of the field of HCI: revealing new trends from the international and brazilian communities. (pp. 1-11). In Proceedings of the 18th Brazilian Symposium on Human Factors in Computing Systems.
Liu, Y., Bao, T., Zhao, D., Sang, H., & Fu, B. (2022). Evaluation of Student-Perceived Service Quality in Higher Education for Sustainable Development: A Fuzzy TODIM-ERA Method. Sustainability, 14, 4761. doi:https://doi.org/10.3390/su14084761
Lüftenegger, M., Klug, J., Harrer, K., Langer, M., Spiel, C., & Schober, B. (2016). Students’ achievement goals, learning-related emotions and academic achievement. Frontiers in psychology, 7, 603. doi:https://doi.org/10.3389/fpsyg.2016.00603
Lynch, D., Gottfried, M., Green, W., & Thomas, C. A. (2023). Using Economics to Illuminate the Dynamic Higher Education Landscape. Strategic Management Journal, 44(2), 520-548. doi:https://doi.org/10.1002/smj.3444
Malhotra, N. K. (2006). Marketing research: an application orientation.
Mark, E. (2013). Student satisfaction and the customer focus in higher education. Journal of higher education policy and management, 35(1), 2-10. doi:https://doi.org/10.1080/1360080X.2012.727703
Martirosyan, N. M., Saxon, D. P., & Wanjohi, R. (2014). Student Satisfaction and Academic Performance in Armenian Higher Education. American International Journal of Contemporary Research, 4(2), 1-5.
Mateos, N. E., Fernández-Zabala, A., Palacios, E. G., & Díaz-de-Cerio, I. I.-d.-l.-F. (2020). School Climate and Perceived Academic Performance: Direct or Resilience-Mediated Relationship? Sustainability, 13(1), 68. doi:https://doi.org/10.3390/su13010068
Mercredi, P. l. (2021, March 10). The influence of the physical environment on student satisfaction. Université du Luxembourg. Retrieved January 25, 2023, from https://wwwfr.uni.lu/layout/set/print/fhse/actualites/the_influence_of_the_physical_environment_on_student_satisfaction
Mosadeghrad, A. M. (2014). Why TQM programmes fail? A patholog y approach The TQM Journal. Emerald Group Publishing Limited, 26(2), 160-187. doi:https://doi.org/10.1108/TQM-12-2010-0041
Muhibbullah, M., Mamun, A. A., & Afroz, R. (2021). Quality of Higher Education: Improving the Well-being through Humanizing Digital Entrepreneurship Program. Journal of Asian Finance, Economics and Business, 8(2), 1201–1213. doi:https://doi.org/10.13106/jafeb.2021.vol8.no2.1201
Naidu, L. (2021). Service quality of administrative staff for student satisfaction a KZN University of Technology (Doctoral dissertation).
Nguyen, T.-T., Pham, H.-H., Cao, Q.-T., Nguyen, X. A., & Do, M. T. (2021). Investigating the impacts of core educational quality on the satisfaction and loyalty of parents of secondary school students: The mediating role of transformative quality. Cogent Education, 8(1), 1-20. doi:https://doi.org/10.1080/2331186X.2021.1911283
Noor, S., Tajik, O., & Golzar, J. (2022). Simple Random Sampling. International Journal of Education & Language Studies, 1(2), 78-82. doi:https://doi.org/10.22034/ijels.2022.162982
Nwabueze, U. (2001). An industry betrayed: The case of total quality management in manufacturing. TQM Magazine, 13, 400-408.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of marketing, 49(4), 41-50. doi:https://doi.org/10.1177%2F002224298504900403
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL Instrument. Journal of retailing. doi:https://psycnet.apa.org/doi/10.1037/t09264-000
Peters, T. J., & Robert H. Waterman, J. (1982). In Search of. Of Excellence. New York: Harper and Row.
Rabbania, G., & Chowdhury, S. (2014). Quality of Higher Education in Bangladesh: Governance Framework and Quality Issues. Beykent University Journal of Social Sciences- BUJSS, 7(1), 78-91. doi:https://doi.org/10.18221/bujss.86058
Raheem, A. S. (2009). The level of commitment and its relation to Students’ Achievement as perceived by English Language teachers in Public Schools in Tulkarm District. Nablus: An-Najah National University. Retrieved from https://hdl.handle.net/20.500.11888/7234
Ramayah, T., Yeap, J. A., Ahmad, N. H., Halim, H. A., & Rahman, S. A. (2017). Testing a Confirmatory model of Facebook Usage in SmartPLS using Consistent PLS. International Journal of Business and Innovation, 3(2), 1-14.
Rozak, L. A., Arifin, M. B., Rykova, I. N., Grishina, O. A., Komariah, A., Nurdin, D., . . . Dudnik, O. V. (2022). Empirical Evaluation of Educational Service Quality in the Current Higher Education System. Emerging Science Journal, 6. doi:http://dx.doi.org/10.28991/ESJ-2022-SIED-05
Saif, N. I. (2014). The Effect of Service Quality on Student Satisfaction: A Field Study for Health Services Administration Students. International Journal of Humanities and Social Science, 4(8), 172-181.
Sebastianelli, R. &. (2003). Understanding the obstacles to TQM success. The Quality Management Journal, 10(3), 45–56.
Senthilkumar, N., & Arulraj, A. (2011). SQM‐HEI–determination of service quality measurement of higher education in India. Journal of Modelling in Management, 6(1), 60-78. doi: 10.1108/17465661111112502
Sharabati, A.-A. A., Alhileh, M. M., & Abusaimeh, H. (2019). Effect of service quality on graduates’ satisfaction. Quality Assurance in Education. doi:10.1108/QAE-04-2018-0035
Sharif, I. M. (2005). The Barriers Affecting the Implementation of Quality Management System-ISO 9000 in Libyan Manufacturing Public Sector Organisations. University of Salford, UK.
Singh, S., & Jasial, S. S. (2021). Moderating effect of perceived trust on service quality – student satisfaction relationship: evidence from Indian higher management education institutions. ournal of Marketing for Higher Education, 31(2), 280-304. doi:https://doi.org/10.1080/08841241.2020.1825029
Subair, S. ‘., & Talabi, R. B. (2015). Teacher Shortage in Nigerian Schools: Causes, Effects and Administrators Coping Strategies. Asia Pacific Journal of Education, Arts and Sciences, 2(4), 31-37.
Sultan, P., & Wong, H. Y. (2011). Service quality in a higher education context: antecedents and dimensions. International Review of Business Research Papers, 7(2), 11-20.
Sumaedi, S., Bakti, G. M., & Metasari, N. (2012). An empirical study of state university students' perceived service quality. Quality assurance in Education, 20(2), 164-183. doi:https://doi.org/10.1108/09684881211219424
Talib, F. R. (2011). Prioritising the practices of total quality management: an analytic hierarchy process (AHP) analysis for the service industries. Total Quality Management and Business Excellence, 22(12), 1331-1351.
Talib, F., & Rahman, Z. (2015). Identification and prioritization of barriers to total quality management implementation in service industry. The TQM Journal, 27(5), 591 - 615. doi:http://dx.doi.org/10.1108/TQM-11-2013-0122
Talib, F., Rahman, Z., & MN, Q. (2012). Journal of Telecommunications System & Management Impact of Total Quality Management and Service Quality in the Banking Sector. International Journal of Ethics in Social Sciences, 2(1), 2308-5096.
Teeroovengadum, V., Kamalanabhan, T. J., & Seebaluck, A. K. (2016). Measuring service quality in higher education: Development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24(2), 244-258. doi:https://doi.org/10.1108/QAE-06-2014-0028
Teo, T. D. (2006). Towards a holistic perspective of customer relationship management, No. CRM) implementation: A case study of the Housing and Development Board, Singapore. Decision Support Systems, 42(3), 1613-1627.
Tor, D. (2015). Exploring physical environment as hidden curriculum in higher education: A grounded theory study. Dumlupınar Bulvar: OpenMETU.
Ugboro, I. O. (2000). Top management leadership, employee empowerment, job satisfaction, and customer satisfaction in TQM organizations: An empirical study. Journal ofQuality Management, 5, 247-272.
UGC. (2021). 48th Annual Report. UGC. Retrieved from http://www.ugc.gov.bd/
Umbach, P. D., & Porter, S. R. (2002). How do academic departments impact student satisfaction? Understanding the contextual effects of departments. Research in higher education, 43, 209-234. doi:https://doi.org/10.1023/A:1014471708162
Venkateshwarlu, N., Agarwal, A., & Kulshreshtha, M. (2011). Implementation of TQM: A Case Study in an Auto Company. Asia-Pacifi Business Review, VII(2), 74-82.
Venkatraman, S. (2007). A framework for implementing TQM in higher education programs. Quality Assurance in Education, 15(1), 92-112.
Weerasinghe, I., & Fernando, R. (2018). Critical factors affecting students’ satisfaction with higher education in Sri Lanka. Quality Assurance in Education, 26(1), 115-130. doi:http://dx.doi.org/10.1108/QAE-04-2017-0014
York, T. T., Gibson, C., & Rankin, S. (2015). Defining and measuring academic success. Practical assessment, research, and evaluation, 1(5), 20. doi:https://doi.org/10.7275/hz5x-tx03
Zeithaml, V. A., Berry, L. L., & Parasuraman. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal of marketing, 52(2), 35-48. doi:https://doi.org/10.1177/002224298805200203
Zhao, F. (2003). Enhancing the quality of online higher education through measurement. Quality Assurance in education, 11(4), 241-221.
Zyl, L. E., Klibert, J., Shankland, R., See-To, E. W., & Rothmann, S. (2022). The General Academic Self-Efficacy Scale: Psychometric Properties, Longitudinal Invariance, and Criterion Validity. ournal of Psychoeducational Assessment, 40(6), 777-789. doi:https://doi.org/10.1177/07342829221097174