Purpose

The past decade has seen a proliferation of research on service quality in education. However, little attempt has been made to understand the impact of student perceived service quality on sustainability practices of the university or the effect of such practices on student satisfaction. To bridge this gap, this paper aims to propose a conceptual framework to examine the relationships between service quality, sustainable practices and student satisfaction from the perspective of students.

Design/methodology/approach

A quantitative methodology was employed, and data were collected through an online structured questionnaire. Responses were gathered from undergraduate students (n = 419) studying in four colleges affiliated to a university in Delhi, India. Exploratory and confirmatory factor analyses were used to validate the instruments. Structural equation modelling was used to examine the associations between the constructs.

Findings

The research revealed that student perceived service quality in education has a significant effect on their perception of sustainable practices of the university and student satisfaction. Further, sustainable practices predict student satisfaction.

Research limitations/implications

The findings may guide the key decision-makers in the education industry to incorporate service quality and sustainable practices in their strategy and thereby enhance student satisfaction.

Originality/value

This research is the first of its kind to examine the impact of service quality as perceived by students on the perception of sustainability practices of the university. Further, it empirically tests the effect of perceived sustainability practices on student satisfaction.

中文翻译：

---

学生感知的服务质量对大学可持续发展实践和学生满意度的影响

目的

在过去的十年中，有关教育服务质量的研究激增。但是，人们很少尝试了解学生感知的服务质量对大学可持续性实践的影响，或者这种实践对学生满意度的影响。为了弥合这一差距，本文旨在提出一个概念框架，从学生的角度研究服务质量，可持续实践和学生满意度之间的关系。

设计/方法/方法

采用了定量方法，并通过在线结构化问卷收集了数据。回答是从在印度德里一所大学附属的四所大学学习的本科生（n = 419）收集的。探索性和验证性因素分析用于验证仪器。结构方程模型用于检查构造之间的关联。

发现

研究表明，学生对教育的感知服务质量对他们对大学的可持续实践和学生满意度的感知有重大影响。此外，可持续实践可以预测学生的满意度。

研究局限/意义

研究结果可以指导教育行业的关键决策者将服务质量和可持续实践纳入其战略，从而提高学生满意度。

创意/价值

这项研究是同类研究中的第一个，旨在检验学生所感知的服务质量对大学可持续性实践的感知。此外，它通过经验检验了可持续发展实践对学生满意度的影响。