The Importance of Educational Service Quality for Customer Satisfaction and Organizational Reputation
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...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2023-06-01
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| Series: | Naše Gospodarstvo |
| Subjects: | |
| Online Access: | https://doi.org/10.2478/ngoe-2023-0009 |
| _version_ | 1797784179869483008 |
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| author | Ramovš Marjeta Milfelner Borut |
| author_facet | Ramovš Marjeta Milfelner Borut |
| author_sort | Ramovš Marjeta |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-03-13T00:36:17Z |
| format | Article |
| id | doaj.art-e621b9a6599f4e0eafa645261c01720e |
| institution | Directory Open Access Journal |
| issn | 2385-8052 |
| language | English |
| last_indexed | 2024-03-13T00:36:17Z |
| publishDate | 2023-06-01 |
| publisher | Sciendo |
| record_format | Article |
| series | Naše Gospodarstvo |
| spelling | doaj.art-e621b9a6599f4e0eafa645261c01720e2023-07-10T06:05:02ZengSciendoNaše Gospodarstvo2385-80522023-06-01692294010.2478/ngoe-2023-0009The Importance of Educational Service Quality for Customer Satisfaction and Organizational ReputationRamovš Marjeta0Milfelner Borut11Ljudska univerza Slovenska Bistrica, Partizanska ulica 22, 2310 Slovenska Bistrica, Slovenia2University of Maribor, Faculty of Economics and Business, Razlagova 14, 2000Maribor, SloveniaThis 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.https://doi.org/10.2478/ngoe-2023-0009customer satisfactionorganizational reputationservice deliveryperceived service qualityeducational service qualitym1m3 |
| spellingShingle | Ramovš Marjeta Milfelner Borut The Importance of Educational Service Quality for Customer Satisfaction and Organizational Reputation Naše Gospodarstvo customer satisfaction organizational reputation service delivery perceived service quality educational service quality m1 m3 |
| title | The Importance of Educational Service Quality for Customer Satisfaction and Organizational Reputation |
| title_full | The Importance of Educational Service Quality for Customer Satisfaction and Organizational Reputation |
| title_fullStr | The Importance of Educational Service Quality for Customer Satisfaction and Organizational Reputation |
| title_full_unstemmed | The Importance of Educational Service Quality for Customer Satisfaction and Organizational Reputation |
| title_short | The Importance of Educational Service Quality for Customer Satisfaction and Organizational Reputation |
| title_sort | importance of educational service quality for customer satisfaction and organizational reputation |
| topic | customer satisfaction organizational reputation service delivery perceived service quality educational service quality m1 m3 |
| url | https://doi.org/10.2478/ngoe-2023-0009 |
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