Effect of emotional intelligence on students loyalty, and the mediating role of education service quality and students satisfaction : Middle East University case study

Other Title(s)

أثر الذكاء العاطفي على ولاء الطلبة، و الدور الوسيط لجودة الخدمة التعليمية و رضا الطلبة : دراسة حالة جامعة الشرق الأوسط

Dissertant

Budur, Nazik Muhammad

Thesis advisor

al-Rabii, Layth Salman

Comitee Members

Salah, Ahmad Ali
Muashshir, Ziyad Yusuf

University

Middle East University

Faculty

Faculty of Business

Department

Department of Business Administration

University Country

Jordan

Degree

Master

Degree Date

2015

English Abstract

Emotional Intelligence has become a major area of research studies for individuals and organizations.

This quantitative study examined the relationship between emotional intelligence, education service quality, students’ satisfaction and students’ loyalty, at the Middle East University.

A sample of 450 Middle East University’s students was used for this study.

Statistical package for social sciences (SPSS, ver.

21) was used for descriptive statistics, to understand the underlying components of the study variables; secondly, regression and path analysis using (Amos Ver.21) were performed to investigate the direct and indirect effect of emotional intelligence, education service quality and students’ satisfaction on students’ loyalty.

The findings indicate that the levels of emotional intelligence, education service quality, students’ satisfaction, and students’ loyalty from the students’ perspective were medium, while the level of emotional intelligence and education service quality from the educational staff’s perspective was high.

Furthermore, the findings indicates that emotional intelligence has a significant positive effect on education service quality, students’ satisfaction , and students’ loyalty at level( 0.05), each, education service quality has a significant positive effect on students’ satisfaction and students’ loyalty, both at level ( 0.05), and students’ satisfaction has a significant positive effect on students’ loyalty at level ( 0.05).

It was also found that emotional intelligence has a significant positive indirect effect on students’ loyalty through education service quality mediating effect at level ( 0.05), and has a significant positive indirect effect on students’ loyalty through students’ satisfaction mediating effect at level ( 0.05).

The study concluded that high emotional intelligence level has a significant role on improving education service quality, students’ satisfaction and students’ loyalty, consequently.

The study recommended that Middle East University could emphasize on the use of emotional intelligence at the University, and that Middle East University might need to look into improving the service delivery.

Moreover, Middle East University’s Management could focus on developing the educational staff’s emotional intelligence as it would influence the service delivery positively, and would improve the students’ satisfaction and their loyalty to the university.

Main Subjects

Business Administration
Educational Sciences

Topics

• Universities
• Colleges
• Case studies
• Jordan
• Emotional intelligence
• Quality assurance
• Consumer satisfaction

No. of Pages

128

Table of Contents

• APA
• MLA
• AMA

Language

English

Data Type

Arab Theses

Record ID

BIM-695633