Quality of educational services and students’ resilience: A university governance study

Due to the shift in the learning format, students must enhance their resilience during the pandemic. The purpose is to examine how the subjective well-being of students influences the connection between the quality of educational services and students’ resilience. The research was carried out at two institutions: Universiti Malaysia Kelantan in Malaysia and Universitas Mercu Buana Yogyakarta in Indonesia. The research subjects are 517 students (212 Malaysians and 305 Indonesians) aged 20–30 years old who actively participated in learning during the pandemic. Data collection was conducted by an online survey measuring resilience, subjective well-being, and service quality. Data were analyzed using path analysis and structural equation modelling (SEM) with the SmartPLS software. The findings indicate that the quality of service has a direct and positive impact on students’ resilience and students’ subjective well-being. Moreover, students’ subjective well-being has a direct and positive impact on their resilience. Lastly, the findings showed that subjective well-being acts as a mediator between service quality and students’ resilience. The research highlights the significance of subjective well-being in enhancing the impact of higher education service quality on students’ resilience.