An integrative model of relationship quality in higher education setting: Evidence from Serbia

Rajić, Tamara; Nikolić, Ivan; Milošević, Isidora

doi:10.5937/industrija47-22044

Cited by 7 publications

(3 citation statements)

References 42 publications

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“…This finding, along with the fact that the movie theater has lost the importance it had in the region in previous generations, can be explained by recognition of the Internet as a unique place/manner for the satisfaction of 'unified' individual needs -information, communication, culture, entertainment, etc. The book, however, regardless of its content, genre or function, still remains esteemed, attractive, and important for student population (Rajić et al, 2019), in its 'old-fashioned' printed format to boot.To what degree young people really choose to dedicate their free time to the book, certainly if it is not related to the regular coursework requirements, then it is the question with a slightly different response, the answer to which we'll try to obtain in the text below.…”

Section: Resultsmentioning

confidence: 99%

Millennials' perspective on leisure time

Gajić¹,

Brdar²,

Živković³

et al. 2019

Industrija

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The purpose of this research is to explore leisure time of millennials in Serbia. We have put the content and structure of their 'free time' into the focus; moreover, we are interested in how far or how close young people's freely chosen activities, and relaxing and socializing patterns, are in comparison to other authors' findings, from the same region, but from other places as well. The results show that some global trends related to the topic are recognized, highly appreciated, and accepted in target population. At the same time, noticeable impact of specific cultural, social, and economic factors is relevant too so that certain local insights should be treated with respect to actual, recent, and even long-lasting local circumstances.

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Section: Resultsmentioning

confidence: 99%

Millennials' perspective on leisure time

Gajić¹,

Brdar²,

Živković³

et al. 2019

Industrija

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“…Additionally, satisfaction is the positive feeling that accrues to the client after reconciling outcome of service received against expectations (Shin and Perdue, 2019). This notion was buttressed by Rajic et al (2019), who added that a solitary interaction cannot measure fulfilment, and it requires a series of interactions to evaluate satisfaction. Graduate's satisfaction is defined in this study as graduates' contentment with the university's service performance in meeting their expectations, keeping promises, providing appropriate service and providing great programmes.…”

Section: Graduates' Satisfactionmentioning

confidence: 99%

The role of self-service technology and graduates’ perceived job performance in assessing university service quality

Chikazhe

Bhebhe

Nyagadza

et al. 2022

QAE

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Purpose This paper aims to investigate how graduates’ perceptions of self-service technology and perceived job performance can be used to assess university service quality. Also, this study examines the mediating role of perceived job performance on the effect of university service quality on graduates’ satisfaction and loyalty. Design/methodology/approach A quantitative methodology was adopted where university graduates’ perceptions of self-service technology and job performance were used to assess the level of the university’s service quality. Through a cross-sectional survey, data were collected from 280 university graduates employed in Chinhoyi town, Zimbabwe, during the period between August and December 2021. Findings This study’s findings indicate that self-service technology influences university service quality which in turn impacts on graduates’ perceived job performance, satisfaction and loyalty. Graduates' perceived job performance was also found to partially mediate the effect of university service quality on satisfaction and loyalty among graduates. Research limitations/implications This study’s results are instrumental to enable university’s management in developing economies to adopt and improve self-service technologies as this enhances university service quality and graduates’ perceived job performance, satisfaction and loyalty. Originality/value This paper provides new insights, that is, the incorporation of graduates’ perceptions of self-service technology and job performance in assessing the university’s service quality. This research further clarifies the function of graduates’ perceived job performance in mediating the effect of university service quality on graduate satisfaction and loyalty. This study further adds to our understanding of tools, criteria and methods for assuring university service quality.

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“…Since 1980, the concept of perceived service quality has been extensively discussed without any agreement reached to date. Previous scholars have agreed that the quality of service is the difference between the expectations and perceptions of customers (Hattingh, de Waal & Parsons, 2018;Rajicet al, 2019;Solimun & Fernandes, 2018). Likewise, Peng and Moghavvemi (2015) delineate service quality as evaluations by customers between perceptions and expectations.…”

Section: Perceived Service Qualitymentioning

confidence: 99%