Strategies to Improve Graduate Satisfaction and Loyalty on Art Strategies Workshops in Secondary Schools in Tianfu New Area, Chengdu, China

Authors

  • Kebin Dai Tianfu New District Education Research Institute

DOI:

https://doi.org/10.14456/abacodijournal.2022.34
CITATION
DOI: 10.14456/abacodijournal.2022.34
Published: 2022-11-03

Abstract

This study aims to determine the factors  influencing graduate satisfaction and loyalty in Art Workshops in Secondary Schools in Tianfu, New Area, Chengdu and design strategies to improve graduate satisfaction and loyalty in Art Workshops in Secondary Schools. This research employs quantitative research, using the online structured questionnaire was used with 295 respondents who are alumni of the art workshops. The quantitative results of descriptive and inferential statistical analysis show that service innovation, service quality, and value significantly influencing graduate satisfaction and loyalty to art workshops in secondary schools. Based on the results of this study  strategies to improve the quality of art workshops were recommended.

References

Akhoondnejad, A. (2016). Tourist loyalty to a local cultural event: The case of Turkmen handicrafts festival. Tourism Management, 52, 468–477. https://doi.org/10.1016/j.tourman.2015.06.027

Ali, F., Zhou, Y., Hussain, K., Nair, P. K., & Ragavan, N. A. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality Assurance in Education, 24(1), 70–94. https://doi.org/10.1108/QAE-02-2014-0008

Alias, N. E., Nokman, F. N., Ismail, S., Koe, W. L., & Othman, R. (2018). The effect of payment, recognition, empowerment and work-life balance on job satisfaction in the Malaysia's oil and gas industry. International Journal of Academic Research in Business and Social Sciences, 8(9), 639–656. http://dx.doi.org/10.6007/IJARBSS/v8-i9/4645

Blass, E., & Hayward, P. (2014). Innovation in higher education; will there be a role for "the academe/university" in 2025? European Journal of Futures Research, 41(2), 2–9. https://doi.org/10.1007/s40309-014-0041-x

Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49. https://doi.org/10.1509/jmkg.65.3.34.18334

Cater, B., & Cater, T. (2009). Relationship-value based antecedents of customer satisfaction and loyalty in manufacturing. Journal of Business & Industrial Marketing, 24(8), 585–597. https://doi.org/10.1108/08858620910999457

Chandler, J. D., & Vargo, S. L. (2011). Contextualization and value in context: How service frames exchange. Marketing Theory, 11(1), 35–49. http://dx.doi.org/10.1177/1470593110393713

Chen, I. (2016). A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: A study based on the Taiwanese airline industry. Journal of Air Transport Management, 57, 7–18. https://doi.org/10.1016/j.jairtraman.2016.07.004

Dabholkar, P. C., Thorpe, D. I., & Rentz, J. (1996). A measure of service quality for retail stores. Journal of the Academy of Marketing Science, 24(1), 3–16. https://doi.org/10.1007/BF02893933

Dauda, S. Y., & Lee, J. (2016). Quality of service and perceived customer satisfaction: A conjoint analysis for the Nigerian bank customers. International Journal of Bank Marketing, 34(6), 841–867. https://doi.org/10.1108/IJBM-04-2015-0062

Groot, J. I. M., & Steg, L. (2008). Value orientations to explain beliefs related to environmental significant behavior: How to measure egoistic, altruistic, and biospheric value orientations. Environment and Behavior, 40(3), 330–354. http://dx.doi.org/10.1177/0013916506297831

Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. https://doi.org/10.1177/0092070394222001

Easa, N. F., & Bazzi, A. M. (2021). COVID-19 and lack of socialization: Does service innovation become an imperative for universities. International Journal of Disruptive Innovationin Government, 1(2), 82–103. https://doi.org/10.1108/IJDIG-11-2020-0006

Elliott, K. M., & Healy, M. A. (2001). Key factors influencing student satisfaction related to recruitment retention. Journal of Marketing for Higher Education, 10(4), 1–11. https://doi.org/10.1300/J050v10n04_01

Feng, E. X. (2020). Art practice workshop, new classroom with aesthetic education characteristics. Chinese Primary and Secondary School Fine Arts, 12(4), 54–56.

https://kns.cnki.net/kcms/detail/detail.aspx?FileName=ZXMS202004016&DbName=CJFN2020

Fernández-Mesa, A., & Alegre, J. (2015). Entrepreneurial orientation and export intensity: Examining the interplay of organizational learning and innovation. International Business Review, 24(1), 148–156. https://doi.org/10.1016/j.ibusrev.2014.07.004

Frost, F. A., & Kumar, M. (2001). Service quality between internal customers and internal suppliers in an international airline. International Journal of Quality and Reliability Management, 18(4), 371–386. https://doi.org/10.1108/02656710110386996

Gronroos, C., & Ojasalo, K. (2004). Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services. Journal of Business Research, 57(4), 414–423. https://doi.org/10.1016/S0148-2963(02)00275-8

Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784

Hair, J., Money, A., Page, M., & Samouel, P. (2003). Researcher methods for business. John Wiley and Sons, Inc.

Izogo, E. E., & Ogba, I. E. (2015). Service quality, perceived customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality and Reliability Management, 32(3), 250–269. https://doi.org/10.1108/IJQRM-05-2013-0075

Kang, J., & Hustvedt, G. (2014). Building trust between consumers and corporations: The role of consumer perceptions of transparency and social responsibility. Journal of Business Ethics, 125(2), 253–265. https://doi.org/10.1007/s10551-013-1916-7

Lin, S. P., Chan, Y. H., & Tsai, M. C. (2009). A transformation function corresponding to IPA and gap analysis. Total Quality Management and Business Excellence, 20(8), 829–846. https://doi.org/10.1080/14783360903128272

Liu, Z., & Luo, L. (2011). A comparative study of digital library use: Factors, perceived impacts, and satisfaction. Journal of Academic Librarianship, 37(3), 230–236. https://doi.org/10.1016/j.acalib.2011.02.015

Lund, A. (2001). Measuring usability with the USE questionnaire. Usability Interface, 8(2), 3–6. www.stcsig.org/usability/newsletter/index.html

McKeown, M. (2008). The truth about innovation. Harlow: Pearson Business.

Murphy, K. (2018). The value of the Disney College Program internship and students' loyalty intentions. Journal of Hospitality and Tourism Insights, 1(1), 86–102. https://doi.org/10.1108/JHTI-11-2017-0017

Nesset, E., & Helgesen, Ø. (2009). Modelling and managing student loyalty: A study of a Norwegian university college. Scandinavian Journal of Educational Research, 53, 327–345. https://doi.org/10.1080/00313830903043117

Oliver, R. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418–430. https://doi.org/10.1086/209358

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.2307/1251430

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420–450. https://doi.org/10.1021/nl0492436

Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. https://www.scienceopen.com/document?vid=bc8a87d4-7255-49ae-991e-0df950fb8cce

Park, J. W., Robertson, R., & Wu, C. L. (2006). Modeling the impact of airline service quality and marketing variables on passengers' future behavioral intentions. Transportation Planning and Technology, 29(5), 359–381. https://doi.org/10.1080/03081060600917686

Payne, A., Storbacka, K., Frow, P., & Knox, S. (2009). Co-creating brands: Diagnosing and designing the relationship experience. Journal of Business Research, 62(3), 379–389. https://doi.org/10.1016/j.jbusres.2008.05.013

Pasunon, P. (2015). Validity of Questionnaire for Social Science Research. Journal of

Social Sciences Srinakharinwirot University, 18, 375-396.

Pinder, C. C. (1984). Work motivation: Theory, issues, and applications. Glenview, IL: Scott, Foresman and Company.

Rank, J., Pace, V. L., & Frese, M. (2004). Three avenues for future research on creativity, innovation, and initiative. Applied Psychology: An International Review, 53(4), 518–528. https://doi.org/10.1111/j.1464-0597.2004.00185.x

Rojas-Mendez, J. I., Vasquez-Parraga, A. Z., Kara, A., & Cerda-Urrutia, A. (2009). Determinants of student loyalty in higher education: A tested relationship approach in Latin America. Latin American Business Review, 10, 21–39. https://doi.org/10.1080/10978520903022089

Rust, R. T., & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 1–19). Sage.

Sawyer, R. K. (2012). Explaining creativity: The science of human innovation. Oxford University Press.

Schumpeter, J. (1934). Theories of economic development. Harvard University Press.

Schumpeter, J. (1934). Theories of economic development. Transaction Publisher.

Sembiring, M. G. (2013). Determinants of students' loyalty at Universitas Terbuka. Asian Association of Open Universities Journal, 8(1), 47–59. https://doi.org/10.1108/AAOUJ-08-01-2013-B005

Shonk, J. D., & Chelladurai, P. (2008). Service quality, satisfaction, and intent to return in event sport tourism. Journal of Sport Management, 22(5), 587–602. https://doi.org/10.1123/jsm.22.5.587

Steers, R. M., & Porter, L. W. (1975). Motivation and work behavior. McGraw-Hill Book Company.

Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers purchase intentions. Journal of Retailing, 70(2), 163–178. https://doi.org/10.1016/0022-4359(94)90013-2

Vroom, V. H. (1964). Work and motivation. Wiley.

Wang, Z. M., Lin, Y. J., Wang, M. Z., & Li, J. (2001). Correlation analysis of occupational stress and work ability in teachers. Chinese Journal of Industrial Medicine, 14(4), 200–202. https://doi.org/10.3969/j.issn.1002-221X.2001.04.003

Webb, D., & Jagun, A. (1997). Customer care, customer satisfaction, value, loyalty and complaining behavior: Validation in a UK university setting. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, 10, 39–151. https://research-repository.uwa.edu.au/en/publications/customer-care-customer-satisfaction-value-loyalty-and-complaining

Witell, L., Snyder, H., Gustafsson, A., Fombelle, P., & Kristensson, P. (2016). Defining service innovation: A review and synthesis. Journal of Business Research, 69(8), 2863–2872. https://doi.org/10.1016/j.jbusres.2015.12.055

Yang, Y. (2017). The application of workshop teaching mode in practical courses. In D. K. Chen & L. Zhang (Eds.), Proceedings of 2017 national industrial design education seminar and International Industrial Design Summit Forum (pp. 163-165). China Light Industry Press.

Yee, R., Yeung, A., & Cheng, T. C. (2008). The impact of employee satisfaction on quality and profitability in high-contact service industries. Journal of Operation Management, 26(5), 651–668. https://doi.org/10.1016/j.jom.2008.01.001

Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(2), 2–22. https://doi.org/10.2307/1251446

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. The Free Press.

Zhao, J. L. (2010). The teaching mode of workshop should be discussed. In C. Liu & B. Qu (Eds.), Proceedings of the first China university art and design forum (Part 2) ( 423-429). China Art Publishing House.

Downloads

Published

2022-11-03

How to Cite

Dai, K. (2022). Strategies to Improve Graduate Satisfaction and Loyalty on Art Strategies Workshops in Secondary Schools in Tianfu New Area, Chengdu, China. ABAC ODI JOURNAL Vision. Action. Outcome, 10(1), 383-401. https://doi.org/10.14456/abacodijournal.2022.34