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Conceptualising consumers’ word-of-mouth behaviour intention: evidence from a university education services in Malaysia

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  • Hsin Chang
  • Don Jeng
  • Mohamad Hamid

Abstract

The aim of this study is to propose a theoretical model to examine consumer word-of-mouth (WOM) behavioural intention in Malaysian education services. The results from a survey of 247 respondents indicate that servicescape, service recovery, service quality and satisfaction significantly affect consumers’ intention to engage in WOM behaviour. The results support majority of the hypothesized relationships, suggesting that servicescape and service recovery function as antecedents, directly affecting consumer perceptions of education service quality. The analytical results also demonstrate that perceived service quality positively affects satisfaction, which subsequently induces consumers’ behavioural intentions. Consistent with previous empirical studies, our findings suggest that satisfaction is a super-ordinate construct with a positive relation to behavioural intention, and significantly mediates the effect of service quality on the intention to engage in WOM behaviour. The insignificant direct effect from service quality to WOM further suggests the role of satisfaction as a complete mediator in the university education service setting. Implications for future research are discussed and limitations noted. Copyright Springer-Verlag 2013

Suggested Citation

  • Hsin Chang & Don Jeng & Mohamad Hamid, 2013. "Conceptualising consumers’ word-of-mouth behaviour intention: evidence from a university education services in Malaysia," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 17-35, March.
    • Handle: RePEc:spr:svcbiz:v:7:y:2013:i:1:p:17-35
    DOI: 10.1007/s11628-012-0142-1
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    References listed on IDEAS

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    Cited by:

    1. Judy A. Siguaw & Enping Mai & Xiaojing Sheng, 2021. "Word-of-mouth, servicescapes and the impact on brand effects," SN Business & Economics, Springer, vol. 1(1), pages 1-26, January.
    2. Ching-I Teng & Tzu-Wei Liu, 2014. "How do personality interactions affect service quality? the perspective of processing efficiency theory," Service Business, Springer;Pan-Pacific Business Association, vol. 8(2), pages 375-397, June.
    3. Ali Tehci, 2022. "Academic service quality, student role and WOM communication in higher education," Upravlenets, Ural State University of Economics, vol. 13(5), pages 102-113, November.
    4. Shih-Hao Wu & Stephen Chi-Tsun Huang & Ching-Yi Daphne Tsai, 2022. "Lifelong good soldiers of higher education institutions: driving factors and obstructions of alumni loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 331-357, June.
    5. Gustavo Borges & Maria José Domingues & Rita de Cássia Cordeiro, 2016. "Student’s trust in the university: analyzing differences between public and private higher education institutions in Brazil," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 13(2), pages 119-135, July.
    6. Untaru, Elena-Nicoleta & Han, Heesup, 2021. "Protective measures against COVID-19 and the business strategies of the retail enterprises: Differences in gender, age, education, and income among shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    7. Minseok Choi & Kyeongseok Han & Jeongil Choi, 2015. "The effects of product attributes and service quality of transportation card solutions on service user’s continuance and word-of-mouth intention," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 463-490, September.

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