Title: Impact of student perceived service quality and faculty transformational leadership on student satisfaction and student motivation: an empirical study

Authors: Nikhil Agrawal; Dhruv Sangwan; H. Mahesh Prabhu

Addresses: Department of Electrical and Electronics Engineering, Manipal Institute of Technology, Manipal Academy of Higher Education (MAHE Deemed University), Manipal, Karnataka, India ' Department of Electrical and Electronics Engineering, Manipal Institute of Technology, Manipal Academy of Higher Education (MAHE Deemed University), Manipal, Karnataka, India ' Department of Humanities and Management, Manipal Institute of Technology, Manipal Academy of Higher Education (MAHE Deemed University), Manipal, Karnataka, India

Abstract: Higher education institutes play a crucial role in the all-round development of students. The campus infrastructure, academic facilities, administrative support, international collaborations play an important role in a student's success. Extant literature also suggests that leadership style adopted by the professor also impacts student motivation and student satisfaction. Thus, this paper studies the impact of student perceived service quality on student motivation and student satisfaction in higher education institutes in India with leadership style adopted by the faculty as a moderator. A survey is conducted among students of higher education in India to capture their perception about service quality of their institute, satisfaction, motivation and leadership style of the faculty member. Structural equation modelling was used to analyse the data. Results indicate that service quality significantly influences only student satisfaction but not motivation and leadership style of the faculty does not moderate the relation. Conclusions are drawn and implications are highlighted to enhance student's experience at higher education institutes.

Keywords: service quality; transformational leadership; higher education; student satisfaction; student motivation; India.

DOI: 10.1504/IJSOM.2022.122678

International Journal of Services and Operations Management, 2022 Vol.41 No.3, pp.343 - 356

Received: 07 Jul 2019
Accepted: 09 Oct 2019
Published online: 05 May 2022 *

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