The Impact of Career Guidance Service Quality at the German Agency for International Cooperation on Service Recipients' Satisfaction: The Role of Career Counselors as Mediating Factors, in Jordan
Keywords:
Service Quality, German Agency for International Cooperation, SERVQUAL models, Jordan
Abstract
The study aims to comprehensively understand and analyze service recipients' overall satisfaction with their career counseling experience at the German Agency for International Cooperation in Jordan. The evaluation of this service varied significantly based on the diverse socio-demographic information collected from participants. Furthermore, the perceived quality of the career guidance service emerged as the most significant factor directly influencing the overall satisfaction levels of service recipients. study is based on quantitative approaches of the data collection process, a mixture of research methods. The structural model underwent analysis in two phases. In the initial stage (direct effect), the effect (QOS → ECC) was significant; thus, H1 was supported. The observed effects were significant in the range of ECC to STA, thereby supporting hypothesis 2. Since the results for QOS to STA were not significant, hypothesis 3 did not receive support. This study is the first to examine the role of career counselors at the GJU-CoB-CDC as mediating factors, influencing the relationship between the quality of career guidance services and the satisfaction of service recipients at GJU-CoB-CDC.
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References
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26. Reid, H., & West, L. (2011). “Telling tales”: Using narrative in career guidance. Journal of Vocational Behavior, 78(2), 174–183. https://doi.org/10.1016/j.jvb.2010.10.001.
27. Sembiring, M.G. and Rahayu, G. (2020), "Verifying the moderating role of satisfaction on service quality and students’ accomplishment in ODL perspective", Asian Association of Open Universities Journal, Vol. 15 No. 1, pp. 1-12. https://ezlibrary.ju.edu.jo:2057/10.1108/AAOUJ-08-2019-0035.
28. Stukalina, Y., Roskosa, A. and Pavlyuk, D. (2018), "Investigating students’ migration decisions in the frame of career management in higher education institutions of Latvia", International Journal of Educational Management, Vol. 32 No. 3, pp. 416-430. https://ezlibrary.ju.edu.jo:2057/10.1108/IJEM-09-2016-0200.
29. Tomaszewski, W., Perales, F., & Xiang, N. (2017). Career guidance, school experiences and the university participation of young people from low socio-economic backgrounds. International Journal of Educational Research, 85, 11–23. https://doi.org/10.1016/j.ijer.2017.06.003.
30. Wolf, A. G., Auerswald, S., Seinsche, A., Saul, I., & Klocke, H. (2021). German student teachers’ decision process of becoming a teacher: The relationship among career exploration and decision-making self-efficacy, teacher motivation and early field experience. Teaching and Teacher Education, 105, 103350. https://doi.org/10.1016/j.tate.2021.103350.
31. Zhang, M., Zhou, S., Wu, Y., & Liu, S. (2023). Pressure from social media: influence of social media usage on career exploration. Career Development International, 29(1), 93–112. https://doi.org/10.1108/cdi-01-2023-0016.
2. Anderson, J. C., & Gerbing D. W. (1988). Structural Equation Modeling in Practice A Review and Recommended Two-Step Approach. Psychological Bulletin, 103, 411-423.
3. Amritesh, Chandra Misra, S. and Chatterjee, J. (2014), "Emerging scenario of online counseling services in India: a case of e-government intervention", Transforming Government: People, Process and Policy, Vol. 8 No. 4, pp. 569-596. https://ezlibrary.ju.edu.jo:2057/10.1108/TG-10-2013-0040.
4. Arbon, D. A. (2009). Career decision-making: An international perspective. Pearson.
5. Bandura, A. (1997). Self-efficacy: The exercise of control. W H Freeman/Times Books/ Henry Holt & Co.
6. Bandura, A., & Locke, E. A. (2003). Negative self-efficacy and goal effects revisited. Journal of Applied Psychology, 88, 87-99.
7. Burke, R.J. (1995), "Benefits of formal training courses within a professional services firm", Journal of Management Development, Vol. 14 No. 3, pp. 3-13. https://ezlibrary.ju.edu.jo:2057/10.1108/02621719510078920.
8. Bui, H.T.T., Bui, Q.T.T., Nguyen, T.T.P., Cao, Q.H., Phung, T.V. and Nguyen, H.T. (2023), "Assessing the relationship between service quality, satisfaction and loyalty: the Vietnamese higher education experience", Quality Assurance in Education, Vol. 31 No. 2, pp. 197-214. https://ezlibrary.ju.edu.jo:2057/10.1108/QAE-01-2022-0015.
9. Chen, Y., & Kizilcec, R. F. (2024). Showing authentic examples of academic and career trajectories to influence college students’ career exploration. Journal of Vocational Behavior, 153, 104026. https://doi.org/10.1016/j.jvb.2024.104026.
10. Chiu, Y.-L. (2008). The mediating effect of self-efficacy in the multidimensional domain-specific relations of career decision-making among university students in Taiwan. Psychological Reports, 102(3), 649-657.
11. Cobelli, N., Bonfanti, A., Cubico, S. and Favretto, G. (2019), "Quality and perceived value in career guidance e-services", International Journal of Quality and Service Sciences, Vol. 11 No. 1, pp. 53-68. https://ezlibrary.ju.edu.jo:2057/10.1108/IJQSS-12-2017-0114.
12. Crowe, F., & McGarr, O. (2022). “Foreclosing” a teaching career? An exploration of the career decisions of undergraduate pre-service teachers’ through the lens of Identity Status Theory. Teaching and Teacher Education, 115, 103744. https://doi.org/10.1016/j.tate.2022.103744.
13. Eliasa, E. I., & Iswanti, S. (2014). Bibliotherapy with the Career Topic to Increase the Student’s Career Motivation of Guidance and Counseling. Procedia - Social and Behavioral Sciences, 114, 434–438. https://doi.org/10.1016/j.sbspro.2013.12.725.
14. Hooper, D., Coughlan, J., Mullen, M. (2008). Structural Equation Modelling: Guidelines for Determining Model Fit. Electronic Journal of Business Research Methods, 6(1), 53-60.
15. Gilgun, J., Doyle, S., & Apreas, N. (2018). Tackling mental health in youth work - A resource book. European Union Education and Culture Executive Agency.
16. Gottfredson, G. D., Jones, E. M., & Holland, J. L. (1993). Increasing career self-efficacy in adolescent women: Personal values and self-theorist intervention. The Journal of Vocational Behavior, 42, 257-267.
17. Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414–433.
18. Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2013).Multivariate Data Analysis (6 ed.): Prentice Hall.
19. Hair, J. F. Jr., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate Data Analysis (5th ed.). Prentice Hall.
20. Hirschi, A., Abessolo, M., & Froidevaux, A. (2015). Hope as a resource for career exploration: Examining incremental and cross-lagged effects. Journal of Vocational Behavior, 86, 38–47. https://doi.org/10.1016/j.jvb.2014.10.006.
21. Isouard, G. (2013), "Quality of pathology services: new strategic directions required", International Journal of Health Care Quality Assurance, Vol. 26 No. 6, pp. 510-521. https://ezlibrary.ju.edu.jo:2057/10.1108/IJHCQA-10-2011-0058.
22. Kleine, A., Schmitt, A., & Wisse, B. (2021a). Students’ career exploration: A meta-analysis. Journal of Vocational Behavior, 131, 103645. https://doi.org/10.1016/j.jvb.2021.103645.
23. Lent, R. W., Brown, S. D., & Hackett, G. (1994). Toward a unifying social cognitive theory of career and academic interest, choice, and performance. Journal of Vocational Behavior, 45, 79-122.
24. Okolie, U.C., Nwajiuba, C.A., Binuomote, M.O., Ehiobuche, C., Igu, N.C.N. and Ajoke, O.S. (2020), "Career training with mentoring programs in higher education: Facilitating career development and employability of graduates", Education + Training, Vol. 62 No. 3, pp. 214-234. https://ezlibrary.ju.edu.jo:2057/10.1108/ET-04-2019-0071.
25. Pham, M., Lam, B. Q., & Bui, A. T. N. (2024). Career exploration and its influence on the relationship between self-efficacy and career choice: the moderating role of social support. Heliyon, 10(11), e31808. https://doi.org/10.1016/j.heliyon.2024.e31808.
26. Reid, H., & West, L. (2011). “Telling tales”: Using narrative in career guidance. Journal of Vocational Behavior, 78(2), 174–183. https://doi.org/10.1016/j.jvb.2010.10.001.
27. Sembiring, M.G. and Rahayu, G. (2020), "Verifying the moderating role of satisfaction on service quality and students’ accomplishment in ODL perspective", Asian Association of Open Universities Journal, Vol. 15 No. 1, pp. 1-12. https://ezlibrary.ju.edu.jo:2057/10.1108/AAOUJ-08-2019-0035.
28. Stukalina, Y., Roskosa, A. and Pavlyuk, D. (2018), "Investigating students’ migration decisions in the frame of career management in higher education institutions of Latvia", International Journal of Educational Management, Vol. 32 No. 3, pp. 416-430. https://ezlibrary.ju.edu.jo:2057/10.1108/IJEM-09-2016-0200.
29. Tomaszewski, W., Perales, F., & Xiang, N. (2017). Career guidance, school experiences and the university participation of young people from low socio-economic backgrounds. International Journal of Educational Research, 85, 11–23. https://doi.org/10.1016/j.ijer.2017.06.003.
30. Wolf, A. G., Auerswald, S., Seinsche, A., Saul, I., & Klocke, H. (2021). German student teachers’ decision process of becoming a teacher: The relationship among career exploration and decision-making self-efficacy, teacher motivation and early field experience. Teaching and Teacher Education, 105, 103350. https://doi.org/10.1016/j.tate.2021.103350.
31. Zhang, M., Zhou, S., Wu, Y., & Liu, S. (2023). Pressure from social media: influence of social media usage on career exploration. Career Development International, 29(1), 93–112. https://doi.org/10.1108/cdi-01-2023-0016.
Published
2024-11-30
How to Cite
Harazneh, A. A. (2024). The Impact of Career Guidance Service Quality at the German Agency for International Cooperation on Service Recipients’ Satisfaction: The Role of Career Counselors as Mediating Factors, in Jordan. European Scientific Journal, ESJ, 20(32), 48. https://doi.org/10.19044/esj.2024.v20n32p48
Section
ESJ Humanities
Copyright (c) 2024 Amer Abdelqader Harazneh
This work is licensed under a Creative Commons Attribution 4.0 International License.
