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The Impact of Service Quality on Students' Satisfaction and the Word-of-Mouth: The Case of the University of Rijeka Departments

In: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Rovinj, Croatia, 8-9 September 2016

Author

Listed:
  • Meštrović, Dunja

Abstract

The purpose of this paper is to determine the impact of service quality perceived by science, technology, engineering and mathematics (STEM) and informationcommunication (IC) students of the University ofRijeka Departments on students' satisfaction and positive word-of-mouth. Based on the extensive literature review, the survey method was used to explore the relationships between the following variables: service quality, students' satisfaction, and word-of-mouth. The data were collected through an online self-administrated structured questionnaire administered to undergraduate and graduate STEM and IC students of the University of Rijeka Departments using Google Docs Forms. The findings provide some important insights into how the service quality impacts the students' satisfaction and word-of-mouth, in a Croatian higher education context. A high positive significant impact of service quality on students' satisfaction and word-of-mouth clearly indicates that it is an imperative for higher education sector. Based on the results and remarks of this study improvements can be planned and concluded across all dimensions. Policy makers in the industry in general and in the higher education sector, in particular, may benefit from the findings of this study.

Suggested Citation

  • Meštrović, Dunja, 2016. "The Impact of Service Quality on Students' Satisfaction and the Word-of-Mouth: The Case of the University of Rijeka Departments," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2016), Rovinj, Croatia, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Rovinj, Croatia, 8-9 September 2016, pages 440-445, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
  • Handle: RePEc:zbw:entr16:183749
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    References listed on IDEAS

    as
    1. Nick Johns & Turgay Avcí & Osman M. Karatepe, 2004. "Measuring service quality of travel agents: evidence from Northern Cyprus," The Service Industries Journal, Taylor & Francis Journals, vol. 24(3), pages 82-100, May.
    2. Berry, Leonard L. & Parasuraman, A. & Zeithaml, Valarie A., 1988. "The service-quality puzzle," Business Horizons, Elsevier, vol. 31(5), pages 35-43.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    higher education; research; service quality; students' satisfaction; word-ofmouth;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • I23 - Health, Education, and Welfare - - Education - - - Higher Education; Research Institutions

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