https://ptsldigital.ukm.my/jspui/handle/123456789/388934 2026-06-09T00:14:00Z https://ptsldigital.ukm.my/jspui/handle/123456789/783486 Title: Student commitment and satisfaction as mediator between service quality and student retention : a perspective of the private universities in the Kingdom of Bahrain Authors: A. Hussain, Mahmood (ZP03234) Abstract: The Kingdom of Bahrain is experiencing a paradigm shift economically. Its economic model is moving away from the fuel-based model to a service-based model. It is pertinent to examine the education services industry in the Kingdom of Bahrain, particularly the Higher Education sector. Especially when many countries such as Malaysia have enjoyed the economic benefits from the higher education industry, many universities in the Kingdom of Bahrain, specifically private higher education institutions (PHEIs), face declining student retention. The existing service quality model explores the perplexing issues between the economical paradigm shift and industry response. Therefore, the objectives of this study are to gain a deeper understanding of the relationship between Private Higher Education Service Quality (PHESQ) expanded from SERVQUAL and students' retention within PHEIs in the Kingdom of Bahrain with the mediating effect students' commitment and students' satisfaction is investigated. Two underpinning theories, the SERVQUAL model and Tinto's Student Retention Theory, were employed as the main extensions to the existing research. This study surveyed 475 students from 11 PHEIs in the Kingdom of Bahrain and analysed using PLS-SEM. Findings show that two PHESQ dimensions, reliability and empathy, were positively related to students' retention while tangibility, responsiveness, and assurance were not. Furthermore, the study also found that students' satisfaction and commitment fully mediated the relationship between PHESQ and students' retention. The results reveal that the overall PHESQ dimensions are a significant predictor of students' retention. In addition, the study also exposed that the students' satisfaction and commitment play the most significant mediating role in predicting overall students' retention. Theoretically, the SERVQUAL model and Tinto's Student Retention Theory contribute to the contemporary understanding of students' retention and quality services in the PHEI in the Kingdom of Bahrain. The interdependencies between all elements in the PHESO practices were evidenced by the validation of the framework of SERVQUAL. In addition, this study will assist the management of PHEI in developing a market-oriented service strategy to achieve a high quality of service and enhance the students' retention level in universities. 2022-05-17T00:00:00Z https://ptsldigital.ukm.my/jspui/handle/123456789/783485 Title: The relationship of indirect capabilities on perfomance-based contracting: moderating effect of governance complexity Authors: Munawar Musa (ZP01045) Abstract: This dissertation examines the moderating effect of governance complexity in the relationship between indirect capabilities and managing of performance-based contracting (PBC). The indirect capabilities and governance complexity constructs were examined from relational and contractual aspects. Additionally, this study has derived some patterns of association among the variables in the study. A quantitative approach through a self-administered survey was conducted as a data collection method. The respondents are management personnel from diverse departments in public and private sectors that deal with the outcome or performance-based contracts. The Partial Least Squares Structural Equation Modelling (PLS-SEM) was used to test the hypotheses in the research model. The research findings revealed a significant relationship between relational and contractual capabilities, as components of indirect capabilities, to performance-based contracting. The results also disclosed that relational and contractual governance complexity were found not to moderate the relationship of contractual capabilities and PBC. These findings will enrich current literature by providing an alternative means of approach in the study of performance-based contracting. Theoretically, this dissertation extends the broad understanding of relational and contractual capabilities in managing PBC with the effect of governance complexity. In practical terms, this research provides valuable information for management and organization to further understand the importance of indirect capabilities in implementing and managing performance-based contracts. The finding also provides valuable information for public and private sectors with regard to the extent of contractual and relational governance complexity. The limitations and propositions for future research are also discussed. Future research could explore the effect of other forms of governance and resources that could be beneficial to the study domain. This study also enhanced the perception of performance-based contracts as an outcome-oriented contracting method that binds monetary and non-monetary consequences to the accomplishment of measurable and achievable performance requirements. 2022-09-29T00:00:00Z https://ptsldigital.ukm.my/jspui/handle/123456789/519740 Title: Assessing The Mediating Role of Psychological Ownership and its Two Selected Antecedents, Person-job (P-J) Fit and Role Clarity, Within Service-Profit Chain Framework Authors: Khalid Abed Abdelsalam Dahleez Description: This study responds to several calls with respect to the need to integrate two disciplines i.e., service operations management and organizational behavior in addressing service complexities. Specifically, the study examined the mediating role of job-based psychological ownership and two selected antecedents i.e., person-job (P-J) fit and role clarity within the service profit chain framework. The study proposed and tested a new model of service profit chain with job-based psychological ownership as a mediator variable. The model also included two other mediating variables (role clarity and person job (P-J) fit) between internal service quality and job-based psychological ownership. Structural Equation Modeling (AMOS version 20) was employed to analyze and test the relationships between all constructs using a sample of 471 administrative staff working at Palestinian academic institutions. The results of the study showed that job-based psychological ownership partially mediates the relationship between internal service quality and customer service quality. Statistically, the results also supported a partial mediating role of P-J fit and goal clarity between internal service quality and job-based psychological ownership. However, the mediating role of process clarity was not supported. Theoretically, this study contributes in bridging the gap between service operations management and organizational behavior via the introduction of job-based psychological ownership in the service-pro fit-chain framework. It also helped in clarifying the role played by psychological ownership in work settings with the introduction of several antecedents and outcomes in one model. This study contributed also to the knowledge through clarifying the relationship between internal service quality and customer service quality and through introducing internal service quality as a direct antecedent to role clarity and P-J fit and as indirect antecedent to job-based psychological ownership. With regard to practical implications, this study offers several recommendations to top management in academic institutions. (These include) improving the internal working environment and clarifying roles to increase levels of possessive feelings among employees and maximize positive behaviors. The limitations and suggestions for future research were also discussed.,Doctor of Philosophy 2013-06-26T00:00:00Z https://ptsldigital.ukm.my/jspui/handle/123456789/519552 Title: Pendidikan percuma di provinsi Sulawesi Selatan : faktor dan proses penggubalan dasar serta kesan dan cabaran pelaksanaannya Authors: Khaerunnisa Aliah Description: Dasar pendidikan percuma di Sulawesi Selatan, Indonesia dimulakan pada tahun 2008 oleh Gabenur Syahril Yasin Limpo apabila beliau memenangi pilihan raya provinsi itu. Dengan menggunakan perspektif sosiologi pendidikan dan pembangunan, kajian ini cuba menghuraikan tiga objektif iaitu (i) faktor-faktor dan proses penggubalan dasar pendidikan percuma oleh pemerintah Sulawesi Selatan; (ii) mengenal pasti cabaran-cabaran yang dihadapinya untuk menjayakan dasar pendidikan percuma; dan (iii) menganalisis impak pelaksanaan dasar ini ke atas pelajar, ibu bapa dan guru. Teori pokok yang digunakan ialah teori dasar awam berkaitan penggubalan, pelaksanaan dan penilaian dasar.Kedua–dua pendekatan kuantitatif dan kualitatif digunakan sebagai kaedah kajian.Kajian ini memilih tiga buah sekolah dari tiga kabupaten/kota iaitu SMP 1 Sungguminasa di Kabupaten Gowa, SMP 7 Makassar di Kota Makassar, dan SMP 2 Maros di Kabupaten Maros untuk kajian kes. Data primer diperolehi melalui soal selidik terhadap 135 pelajar dan 135 ibu bapa yang diambil dari ketiga-tiga sekolah tersebut; temu bual mendalam terhadap 18 informan utama pada peringkat Provinsi, Kabupaten dan sekolah; serta pemerhatian dalam bilik darjah. Data sekunder diperolehi melalui penelitian terhadap dokumen dasar serta undang-undang dan peraturan mengenai pendidikan; dokumen kewangan; dan tinjauan literatur berupa teori dan konsep pendidikan dan pembangunan serta kajian-kajian lepas mengenai dasar pendidikan dan pelaksanaannya khususnya di Indonesia. Kajian ini mendapati bahawa dasar pendidikan percuma diajukan oleh Gabenur Sulawesi Selatan dengan melihat keadaan nyata yang ada dalam masyarakat di mana masih ramai anak-anak yang berusia 7-12 tahun yang tidak dapat mengikuti dan menyelesaikan pendidikan di tingkat Sekolah Dasar Sembilan Tahun, dan ini disebabkan oleh faktor ekonomi dan keterbatasan kos operasional sekolah. Dasar ini dilaksanakan dengan harapan ia dapat mengurangi kadar keciciran dan berjayanya Dasar Pendidikan Wajib Sekolah Sembilan Tahun melalui komitmen pemerintah serta partisipasi dan kerjasama semua stakeholder dalam masyarakat. Walau bagaimanapun, kajian ini mendapati banyaknya cabaran dalam pelaksaaan dasar pendidikan percuma khususnya menyangkut masalah biaya di peringkat kabupaten dan kota di mana pemerintah Provinsi mengalokasikan dananya 40% dan 60% harus datang dari pemerintah Kabupaten/kota; ada kabupaten yang tidak dapat melaksanakan kerjasama biaya sepenuhnya disebabkan beberapa faktor yang berasal dari kabupaten tersebut. Selain itu, pelaksanaan dasar pendidikan percuma juga menghadapi cabaran data base mengenai bilangan murid dan guru yang tidak lengkap dan tepat; data base ini penting untuk memastikan alokasi biaya adalah menurut angka yang sebenar di tingkat sekolah. Selain itu, sosialisasi yakni pemahaman mengenai pendidikan percuma belum menyeluruh menyentuh semua stakeholder pendidikan sehingga masih ada banyak pihak yang belum memahami dasar ini. Dari segi kesannya ke atas murid, ibu bapa dan guru, kajian ini mendapati dengan adanya dasar pendidikan percuma kadar keciciran murid dan beban orang tua berkurang, manakala prestasi belajar siswa semakin meningkat. Kajian ini merupakan satu sumbangan penting terhadap korpus ilmu mengenai pendidikan dan pembangunan sosial di negara yang sedang membangun khususnya mengenai peranan dasar awam dalam bidang pendidikan dasar untuk meningkatkan sumber daya manusia. Selain itu, ia juga berguna bagi memberi input kepada pemerintah yang menggubal pelbagai dasar lain di bidang pendidikan baik di peringkat rendah mahupun peringkat tinggi.,Free education policy in South Sulawesi, Indonesia started in 2008 by the Governor Syahrul Yasin Limpo when he won the provincial election. By utilizing the perspective of sociology of education and development, this study attempts toaddress three objectives, viz. (i) explain the factors and processes of free education policy formulation by the government of South Sulawesi; (ii) identify the challenges facing the successful of free education policy, and (iii) assess the impactof this policy on students, parents and teachers. Principal theory used is related to the theory of public policy formulation, implementation and evaluation of policies. Both quantitative and qualitative approaches have been used as a method of study. This study selected three schools from three districts / cities, namely SMP 1 Sungguminasa in Gowa District, SMP 7 Makassar in the city of Makassar, and SMP 2 Maros in Maros District for case studies.The primary data were obtained through a questionnaire implemented on 135 students and 135 parents of the three schools; in-depth interviews of 18 key informants at the Provincial, District and school levels;and classroom observations. The secondary data were obtained through the review of policy documents, and laws and regulations on education; financial documents, and the review of the literature in the form of theories and concepts of education and development as well as previous studies on education policy and its implementation, particularly in Indonesia.The study revealedthat the free education policy proposed by the Governor of South Sulawesi after having assessed the real situation in society where there were still many children aged 7-12 years who were unable to enroll and complete nine years of basic schooling due to economic factors and limitations of school operational costs. This policy was implemented with the objective that it would reduce the dropout rate and ensure the success of the Policy Nine Year Compulsory Education through the government's commitment together with participation and cooperation of all stakeholders in the community.This includes the problem of budget sharing between the district/city government (60 %) with the provincial government (40 %) whereby some districtshave been unable to fulfill their financial obligation due to several constraining factors. In addition,the implementation of the free education policy also faced the problem of incomplete and inaccurate data base regarding the number of students and teachers; accuracy and completeness of the data base is essential to ensure that the budget allocation could be done in accordance with the actual figures at school level.Furthermore, not all stakeholders have been properly socialized regarding the free education policy, thus many still do not have a proper understanding of what such a policy entails. In terms of the policy’s impact on students, parents and teachers, this study found that the policy has succeeded in reducing the student dropout rates and the parents’ financial burden, while increasing students' performance in their studies and teachers’ motivation. This study is an important contribution to the corpus of knowledge about education and social development in developing countries,in particularon the role of public policy in the field of basic education to increase human capital. In addition,itis also useful in providing input to the government formulating various policies in the field of education at both the lower and higher level.,PhD 2013-03-27T00:00:00Z