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All Journal International Journal of Evaluation and Research in Education (IJERE)
Supot Rattanapun
Rajamangala University of Technology Krungthep
Education

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Student satisfaction in student affairs management: the role of cross-functional cooperation in Hainan, China Erlin Tian; Supot Rattanapun
International Journal of Evaluation and Research in Education (IJERE) Vol 15, No 3: June 2026
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijere.v15i3.39033

Abstract

Student affairs management (SAM) is increasingly expected to deliver timely, coherent, and student-centered services, yet satisfaction remains uneven in Chinese universities because students experience SAM as an integrated system rather than isolated units. This study asks whether cross-functional cooperation (CFC) explains how service quality, service gaps, and students’ psychological and engagement factors translate into satisfaction with SAM in Hainan Province, China. Using a cross-sectional survey of 250 undergraduate and postgraduate students from ten public and private universities, the study applies partial least squares–structural equation modeling (PLS-SEM) with 5,000-sample bootstrapping to test direct and mediating effects. Results show that CFC is the strongest predictor of satisfaction (β=0.419, p<0.001). Service gaps reduce satisfaction (β=−0.217, p<0.001), while psychological and engagement factors increase satisfaction (β=0.206, p<0.001). Service quality has no direct effect but operates through CFC, indicating that coordination is required to convert service inputs into positive experiences. The findings highlight governance reforms that institutionalize cross-department coordination, shared case management, and gap monitoring to improve SAM effectiveness under Hainan’s reform context.
Co-Authors Erlin Tian