The Effect of Organizational Justice and Service Quality on Customer Perceived Value among University Students:
Controlling the Effect of Demographic Variables (Age, Gender, Social-Economic Status, and GPA)
Keywords:
students, higher education, perceived value, organizational justice, service quality
Abstract
This study investigates the effect of a university's organizational justice and service quality on the students' perceived value of higher education institutions. Many studies have investigated the importance of customer perceived value in business. Several predictors have been identified, such as service quality and fairness in service. However, business and public sector services have distinct characteristics that define each sector. Considering the importance of education services and the role of higher education institutions, this study explored the contribution of organizational justice and service quality to students' perceived value. There were 517 students from higher education institutions who participated in the study. They were recruited through online advertisements, and the survey was completed online. The results confirmed the contribution of organizational justice and service quality to students' perceived value. The results were consistent after controlling the effect of other demographic variables (e.g., gender). This study suggested that organizational justice and service quality should be fostered in Indonesian higher education institutions. Organizational justice in higher education can instil a sense of proper educational management while service quality assures the university's high standard of services. Like other customers in business, students in higher education also expect value for their education. However, if they find injustice and poor services at their university, they will be more likely to perceive low value. This study has confirmed the application of organizational justice and quality service theory in higher education services.
References
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Shin, Y. H., Kim, H., & Severt, K. (2019). Consumer values and service quality perceptions of food truck experiences. International Journal of Hospitality Management, 79(7), 11–20. https://doi.org/10.1016/j.ijhm.2018.12.008
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. https://doi.org/10.1016/S0022-4359(01)00041-0
Vera, J., & Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers. Journal of Retailing and Consumer Services, 20(6), 579–586. https://doi.org/10.1016/j.jretconser.2013.06.005
Woodall, T., Hiller, A., & Resnick, S. (2014). Making sense of higher education: students as consumers and the value of the university experience. Studies in Higher Education, 39(1), 48–67. https://doi.org/10.1080/03075079.2011.648373
Yang, K., Kim, J., Min, J., & Hernandez-Calderon, A. (2021). Effects of retailers' service quality and legitimacy on behavioral intention: the role of emotions during COVID-19. Service Industries Journal, 41(1–2), 84–106. https://doi.org/10.1080/02642069.2020.1863373
Yue, T., Liu, J., Long, R., Chen, H., Li, Q., Liu, H., & Gu, Y. (2021). Effects of perceived value on green consumption intention based on double-entry mental accounting: taking energy-efficient appliance purchase as an example. Environmental Science and Pollution Research, 28(6), 7236–7248. https://doi.org/10.1007/s11356-020-11027-0
Carvalho, S. W., & de Oliveira Mota, M. (2010). The role of trust in creating value and student loyalty in relational exchanges between higher education institutions and their students. Journal of Marketing for Higher Education, 20(1), 145–165. https://doi.org/10.1080/08841241003788201
Checa-Morales, C., De-Pablos-heredero, C., Carreño, A. L., Haider, S., & García, A. (2021). Organizational differences among universities in three socioeconomic contexts: Finland, spain and ecuador. relational coordination approach. Education Sciences, 11(8). https://www.scopus.com/inward/record.uri?eid=2-s2.0-85114033970&doi=10.3390%2Feducsci11080445&partnerID=40&md5=b2a7d4a6383e203518deee1b50ca024b
Cole, M. S., Bernerth, J. B., Walter, F., & Holt, D. T. (2010). Organizational justice and individuals' withdrawal: Unlocking the influence of emotional exhaustion. Journal of Management Studies, 47(3), 367–390. https://doi.org/10.1111/j.1467-6486.2009.00864.x10.1002/job.614; Johnson, J.L., O'Leary-Kelly, A.M., The effects of psychological contract breach and organizational cynicism: not all social exchanges violations are created equal (2003) Journal of Organizational Behavior, 24, pp. 627-647; Jones, D.A., Martens, M.L., The mediating role of overall fairness and the moderating role of trust certainty in justice-criteria relationships: the formation and use of fairness heuristics in the workplace (2009) Journal of O
Colquitt, J. A. (2001). On the dimensionality of organizational justice: A construct validation of a measure. Journal of Applied Psychology, 86(3), 386–400. https://doi.org/10.1037/0021-9010.86.3.386
Dhar, R. L. (2015). Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management, 46, 419–430. https://doi.org/10.1016/j.tourman.2014.08.001
Farmer, J. H. (1988). A conceptual model of service quality. International Journal of Operations & Production Management, 8(6), 19–29. https://doi.org/10.1108/eb054839
Goudarzvandchegini, M., Gilaninia, S., & Abdesonboli, R. (2011). Organizational Justice and Organizational Citizenship Behavior Case Study: Rasht Public Hospitals. International Journal of Business Administration, 2(4). https://doi.org/10.5430/ijba.v2n4p42
Guilbault, M. (2016). Students as customers in higher education: reframing the debate. Journal of Marketing for Higher Education, 26(2), 132–142. https://doi.org/10.1080/08841241.2016.1245234
Hamid, M. N. A. (2013). How the Value of Higher Education is Perceived by Students and Alumni : The Case of the Masters of Business Administration ( MBA ). In Leeds University Business School (Issue June).
Mansori, S., Vaz, A., & Ismail, Z. M. M. (2014). Service quality, satisfaction and student loyalty in Malaysian private education. Asian Social Science, 10(7), 57–66. https://www.scopus.com/inward/record.uri?eid=2-s2.0-84897553670&doi=10.5539%2Fass.v10n7p57&partnerID=40&md5=6821eb87d00348659aef3da23a18af9b
Marín, A. J., Grzywacz, J. G., Arcury, T. A., Carrillo, L., Coates, M. L., & Quandt, S. A. (2009). Evidence of organizational injustice in poultry processing plants: Possible effects on occupational health and safety among Latino workers in North Carolina. American Journal of Industrial Medicine, 52(1), 37–48. https://doi.org/10.1002/ajim.20643
Moosmayer, D. C., & Siems, F. U. (2012). Values education and student satisfaction: German business students' perceptions of universities' value influences. In Journal of Marketing for Higher Education (Vol. 22, Issue 2, pp. 257–272). https://doi.org/10.1080/08841241.2012.746254
Novela, S., Gharnaditya, D., Novita, & Wibisono, P. M. (2020). Consumer perceived value, attitude, trust and purchase intention of Kuku Bima Ener-G product. Pertanika Journal of Social Sciences and Humanities, 28(1), 215–227.
Oh, H. (2000). The Effect of Brand Class, Brand Awareness, and Price on Customer Value and Behavioral Intentions. Journal of Hospitality and Tourism Research, 24(2), 136–162. https://doi.org/10.1177/109634800002400202
Oldfield, B. M., & Baron, S. (2000). Student perceptions of service quality in a UK university business and management faculty. Quality Assurance in Education, 8(2), 85–95. https://doi.org/10.1108/09684880010325600
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of services quality. In Wiley Encyclopedia of Management (pp. 1–1). https://doi.org/10.1002/9781118785317.weom090654
Petruzzellis, L., & Romanazzi, S. (2010). Educational value: How students choose university: Evidence from an Italian university. International Journal of Educational Management, 24(2), 139–158. https://doi.org/10.1108/09513541011020954/FULL/XML
Russell, M. (2005). Marketing education: A review of service quality perceptions among international students. International Journal of Contemporary Hospitality Management, 17(1), 65–77. https://doi.org/10.1108/09596110510577680/FULL/HTML
Shin, Y. H., Kim, H., & Severt, K. (2019). Consumer values and service quality perceptions of food truck experiences. International Journal of Hospitality Management, 79(7), 11–20. https://doi.org/10.1016/j.ijhm.2018.12.008
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. https://doi.org/10.1016/S0022-4359(01)00041-0
Vera, J., & Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers. Journal of Retailing and Consumer Services, 20(6), 579–586. https://doi.org/10.1016/j.jretconser.2013.06.005
Woodall, T., Hiller, A., & Resnick, S. (2014). Making sense of higher education: students as consumers and the value of the university experience. Studies in Higher Education, 39(1), 48–67. https://doi.org/10.1080/03075079.2011.648373
Yang, K., Kim, J., Min, J., & Hernandez-Calderon, A. (2021). Effects of retailers' service quality and legitimacy on behavioral intention: the role of emotions during COVID-19. Service Industries Journal, 41(1–2), 84–106. https://doi.org/10.1080/02642069.2020.1863373
Yue, T., Liu, J., Long, R., Chen, H., Li, Q., Liu, H., & Gu, Y. (2021). Effects of perceived value on green consumption intention based on double-entry mental accounting: taking energy-efficient appliance purchase as an example. Environmental Science and Pollution Research, 28(6), 7236–7248. https://doi.org/10.1007/s11356-020-11027-0
Published
2022-06-01
How to Cite
Mustaring, D. I., & Iskandar, A. S. (2022). The Effect of Organizational Justice and Service Quality on Customer Perceived Value among University Students: : Controlling the Effect of Demographic Variables (Age, Gender, Social-Economic Status, and GPA). International Journal of Educational Administration, Management, and Leadership, 3(1), 27-32. https://doi.org/10.51629/ijeamal.v3i1.87
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Copyright (c) 2022 Dodi Ilham Mustaring, Ahmad Syarief Iskandar
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