An empirical examination of the relationships between service quality, satisfaction and behavioral intentions in higher education setting

Abstract

The main aim of this study is to examine the relationship between service quality and customer satisfaction and their impact on behavioral intentions in higher education setting in Serbia. Two competing models, revealed during the literature review, have been tested on a sample of Engineering Management students by means of structural equation modeling, performed via LISREL 8. Results of the study indicate that satisfaction is influenced by service quality and directly related to behavioral intentions, thus offering support for Oliver's (1999) cognition-affect-conation sequence of causal relationships in loyalty formation. Implications of the study have been discussed and limitations and directions for future research are outlined.

The effects of the intended behavior of students in the use of M-learning

“…2, the descriptive statistics defines the basic elements of the statistical set which were used for the purposes of this study, For empirical validation of the general hypothetical model, this paper used the SEM methodology (Structural Equation Modeling) (Byrne, 2004;Dado, Taborecka-Petrovicova, Riznić , & Rajić , 2013), which consists of two steps. The first step includes the assessment of the measurement model to examine whether the model fits well with the data collected on the basis of satisfactory results.…”

Satisfaction Evaluation of Perceived Performance Service Delivery Quality Dimensions in Malaysian Private Higher Education Institutions

“…In the emphasis of complete service delivery quality, the identification of the determinants of service quality is of core importance because it will enable management and administrators to specify, measure, control as well improve the required perceived service quality delivery for better performance (Lee & Ryu, 2013;Dadoa et al, 2012;Eraghi & Atharinejad, 2012;Bergamo et al, 2012;Senthilkumar & Arulraj, 2011;Sultan & Wong, 2010;Ravichandran et al, 2010;Mahapatra & Khan, 2007;Johnston, 1995).…”

Hubungan Kualitas Pelayanan, Citra Sekolah, Kepuasan Siswa dan Loyalitas Siswa (Studi Empirik di SMK Negeri Rembang, Pasuruan, Jawa Timur)

“…Agustiono dan Sumarno (2006) menyatakan bahwa ada pengaruh kuat antara kualitas pelayanan jasa terhadap kepuasan dan loyalitas pasien di rumah sakit. Begitu pula Dadoa, et al (2012) menyimpulkan hasil penelitiannya bahwa kepuasan dipengaruhi oleh kualitas pelayanan dan langsung berhubungan dengan niat berperilaku (loyalitas), sehingga terdapat hubungan kausal dalam pembentukan loyalitas. Berdasarkan kajian teori dan telaah penelitian terdahulu, maka hipotesis yang diajukan adalah sebagai berikut: H3 : Terdapat hubungan positif antara kualitas pelayanan terhadap loyalitas siswa.…”

“…Kualitas pelayanan di sekolah diukur dari enam dimensi atau indikator kualitas pelayanan, yaitu kenyamanan ruang kelas, profesionalitas pendidik, kecepatan pelayanan dan kejelasan informasi tenaga kependidikan, kesopanan pendidik dan ketulusan pendidik. Enam indikator kualitas pelayanan ini benar-benar valid sebagai pembentuk kualitas pelayanan yang memberikan kepuasan terhadap siswa.Hasil penelitian mendukung penelitianArchambault (2008); Dadoa, et al (2012);Syamsi (2008).…”