Exploring the Effects of a Modified Higher Education Performance Service Quality Model on Organisational Sustainability: The Case of Malaysian Polytechnics

Sulaiman Mohammed Khalid, Khairul Anuar Mohd Ali, Zafir Khan Mohamed Makhbul, Mohd Helmi Ali and Siti Daleela Mohd Wahid
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Sulaiman Mohammed Khalid: Department of Tourism and Hospitality, Politeknik Muadzam Shah, Muadzam Shah 26700, Pahang, Malaysia
Khairul Anuar Mohd Ali: Graduate School of Business, Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia
Zafir Khan Mohamed Makhbul: Graduate School of Business, Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia
Mohd Helmi Ali: Graduate School of Business, Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia
Siti Daleela Mohd Wahid: Faculty of Business and Management, Universiti Teknologi MARA, Cawangan Melaka, Alor Gajah 78000, Melaka, Malaysia

Sustainability, 2021, vol. 13, issue 14, 1-20

Abstract: Higher education service quality and performance in technical and vocational education and training (TVET) is critical for developing human capital for economic survival; however, the effects of service quality on organisational performance are still unclear. Furthermore, neglecting employee soft factors and ignoring higher education-specific models have hindered efforts to develop a comprehensive model for service quality excellence in order to improve higher education performance for organisations. This study aims to assess higher education service quality based on a modified higher education performance (modified HEdPERF) model, as well as consideration of the mediating effects of soft factors (i.e., job satisfaction and organisational commitment) in Malaysian polytechnic institutions. Based on random sampling, 214 department heads from 33 polytechnic institutes in Malaysia participated in this study. Data were collected through self-administered questionnaires and were analysed using AMOS. The results uncover that service quality significantly affects job satisfaction, thus positively affecting organisational commitment, which enhances organisational performance sustainability. The findings also reveal that job satisfaction fully mediates the relationship between service quality and organisational commitment. Similarly, organisational commitment fully mediates the relationship between job satisfaction and organisational performance sustainability. The results have important implications for enhancing organisational performance sustainability in a TVET context when implementing the modified HEdPERF service quality model with simultaneous attention paid towards employee soft factors.

Keywords: service quality; soft factors; modified HEdPERF; job satisfaction; organisational commitment; organisational performance sustainability (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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