Factors influencing service quality performance of a Saudi higher education institution: Public health program students' perspectives

Ola Ibrahim Ramzi; Arun Vijay Subbarayalu; Nouf Khalid Al-Kahtani; Ahmed Al Kuwaiti; Turki M. Alanzi; Amal Alaskar; Sivasankar Prabaharan; Vinoth Raman; Mohammed Suleiman M Gibreel; Njoud Saleh Alameri

Informatics in Medicine Unlocked (Jan 2022)

Factors influencing service quality performance of a Saudi higher education institution: Public health program students' perspectives

Ola Ibrahim Ramzi,
Arun Vijay Subbarayalu,
Nouf Khalid Al-Kahtani,
Ahmed Al Kuwaiti,
Turki M. Alanzi,
Amal Alaskar,
Sivasankar Prabaharan,
Vinoth Raman,
Mohammed Suleiman M Gibreel,
Njoud Saleh Alameri

Affiliations

Ola Ibrahim Ramzi: College of Public Health & Accreditation Department, Deanship of Quality and Academic Accreditation, Imam Abdulrahman Bin Faisal University (IAU), P.O. Box 1982, Dammam, 31441, Saudi Arabia; Corresponding author. College of Public Health & Accreditation Department, Deanship of Quality and Academic Accreditation, Imam Abdulrahman Bin Faisal University (IAU), P.O. Box 1982, Dammam, 31441, Saudi Arabia.
Arun Vijay Subbarayalu: Quality Assurance Department, Deanship of Quality and Academic Accreditation, Imam Abdulrahman Bin Faisal University, P.O. Box 1982, Dammam, 31441, Saudi Arabia
Nouf Khalid Al-Kahtani: Department of Health Information Management and Technology (HIMT), College of Public Health, Imam Abdulrahman Bin Faisal University, P.O. Box 1982, Dammam, 31441, Saudi Arabia
Ahmed Al Kuwaiti: Department of Dental Education, College of Dentistry & Deanship of Quality and Academic Accreditation, Imam Abdulrahman Bin Faisal University, P.O. Box 40065, Al-Khobar, 31952, Saudi Arabia
Turki M. Alanzi: Department of Health Information Management and Technology (HIMT), College of Public Health, Imam Abdulrahman Bin Faisal University, P.O. Box 1982, Dammam, 31441, Saudi Arabia
Amal Alaskar: King Fahad Military Medical Complex, Nursing Administration Department, P.O. Box 964, Dahran, 31932, Saudi Arabia
Sivasankar Prabaharan: Quality Assurance Department, Deanship of Quality and Academic Accreditation, Imam Abdulrahman Bin Faisal University, P.O. Box 1982, Dammam, 31441, Saudi Arabia
Vinoth Raman: Quality Assurance Department, Deanship of Quality and Academic Accreditation, Imam Abdulrahman Bin Faisal University, P.O. Box 1982, Dammam, 31441, Saudi Arabia
Mohammed Suleiman M Gibreel: Accreditation Department, Deanship of Quality and Academic Accreditation, Imam Abdulrahman Bin Faisal University, P.O. Box 1982, Dammam, 31441, Saudi Arabia
Njoud Saleh Alameri: Prince Sultan Military College for Health Sciences (PSMCHS), P.O. Box 964, Dhahran, 34313, Saudi Arabia

Journal volume & issue: Vol. 28
p. 100841

Abstract

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This study aimed to reveal the perception of students about the service quality performance of a Saudi university using a modified CUL-HEdPERF scale and revealed the factors affecting students' overall satisfaction towards service quality performance. An exploratory study design was adopted, and all students belonging to selected public health programs (N = 3) at Imam Abdulrahman Bin Faisal University (IAU) were considered as the population for this study. All second, third, and fourth-year undergraduate students (N = 165) were administered with a modified CUL-HEdPERF scale using the paper-based method. The scale consisted of three sub-scales measuring factors related to (i) the Gulf culture area, (ii) professionalism in executing academic and non-academic activities, and (iii) the institutional level, and overall satisfaction. One hundred thirty-three completed questionnaires were received with the response rate of 80.6%. Overall, students' satisfaction towards service quality performance of IAU was acceptable (mean score 2.6–3.6). A multiple regression analysis indicated that all three sub-scales were significant factors influencing students' overall satisfaction (p < 0.05). This study adds value to the existing literature by exploring the factors influencing students' overall satisfaction towards the service quality performance of a Saudi university. It would assist the policymakers in emphasizing those factors related to the Gulf culture area along with others, thereby improve and maintain students' overall satisfaction towards service quality performance of universities in the Arab region.

Published in Informatics in Medicine Unlocked

ISSN: 2352-9148 (Online)
Publisher: Elsevier
Country of publisher: United Kingdom
LCC subjects: Medicine: Medicine (General): Computer applications to medicine. Medical informatics
Website: https://www.journals.elsevier.com/informatics-in-medicine-unlocked/

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