The importance of educational service quality for customer satisfaction and organizational reputation

Artikel

This paper aims to enhance the understanding of the concepts of service quality, customer satisfaction with service, and organizational reputation in the context of educational services. The conceptual framework for testing the relationship between the three constructs was developed and tested on a sample of 97 educational service users. The results showed no significant difference between perceived and expected service quality. However, a positive relationship was found between customer satisfaction and three subconstructs of perceived service quality. Also, a significant positive correlation between organizational reputation and three latent variables of perceived service quality and a positive relationship between satisfaction and organizational reputation.

Angaben zum Objekt

• Sprache: Englisch

Verweise und Beziehungen

• Erschienen in: Journal: Naše gospodarstvo / Our Economy ; ISSN: 2385-8052 ; Volume: 69 ; Year: 2023 ; Issue: 2 ; Pages: 29-40

Klassifikation und Themen

• Klassifikation: Wirtschaft
• Thema: Customer satisfaction ; Organizational reputation ; Service delivery ; Perceived service quality ; Educational service quality

Beteiligte, Orts- und Zeitangaben

• Ereignis: Geistige Schöpfung
• (wer): Ramovš, Marjeta ; Milfelner, Borut
• Ereignis: Veröffentlichung
• (wer): Sciendo
• (wo): Warsaw
• (wann): 2023

Weitere Informationen

• DOI: doi:10.2478/ngoe-2023-0009
• Letzte Aktualisierung: 10.03.2025, 11:41 MEZ