Effect of positive psychological capital on service quality management in higher education Online publication date: Tue, 08-Nov-2022
by Amal Farouk Soliman; Mohga AbdElRahman Badran
International Journal of Services and Operations Management (IJSOM), Vol. 43, No. 2, 2022
Abstract: The objective of this paper is to extend the boundaries of positive psychological capital to the area of service quality management in higher education. This research addresses the relationship of each of the positive psychological capital (PsyCap) resources of hope, self-efficacy, resilience and optimism and PsyCap as a higher order construct with service quality management. This study proposed a model in which positive psychological capital (PsyCap) affects the perceptions of service quality in the higher educational sector. Structural equation modelling was used to test the hypothesised relationships on a sample of 1,082 students in an Arab regional university - Egypt branch. The findings support a positive relationship between: a) each of the resources of PsyCap, and with each of the dimensions of service quality management; b) PsyCap, as a higher-order multidimensional construct, with each dimension of service quality management and with service quality management.
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