EXAMINING STUDENTS’ INCIVILITY IMPACT ON ENGAGEMENT: THE MEDIATION ROLE OF SATISFACTION

Abstract

Purpose: The study into incivility in higher education provides opportunity to seek ways to reduce classroom uncivil behaviour thereby improving students’ engagement to academic institutions. Previous studies found different forms of incivility and its impacts on organisations largely due to differences in norms of politeness and cultures. This study investigates the growing dynamics of incivility in the classroom context and clarifies its impact on students’ engagement to academic institutions and how satisfaction provides mediation role. Methods: The survey method was utilised and convenience sampling technique was used to contact students at their campuses. The questionnaire used has items on students’ experiences on incivility, engagement and satisfaction in higher education institutions. The study was conducted on 441 useable responses and explanatory research design was used. The authors performed statistical analysis to examine for size adequacy and sufficiency in the data. Results: The research finds that incivility exists in higher education institutions. The empirical findings indicate that incivility has negative association with engagement but personal affairs dimension of incivility has positive and significant effect on engagement. Incivility has positive association with satisfaction but satisfaction partially mediates the relationship between incivility and engagement. Implications: Researchers and managers of higher education institutions should appreciate that incivility has both positive and negative effects in the learning environment. The study has some aspects of incivility in the classroom that promotes satisfaction and engagement. Therefore, the theoretical perspective on incivility should be understood in context. Notwithstanding, managers of higher education institutions should create classroom environment without incivility. KEYWORDS: incivility, engagement, service performance satisfaction, and self-Concept satisfaction.