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Service quality, students' satisfaction and behavioural intentions in STEM and IC higher education institutions

Author

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  • Dunja Mestrovic

    (University of Rijeka - Faculty of Tourism and Hospitality Management, Opatija, Croatia)

Abstract

Service quality, students' satisfaction and their behavioural intentions are recognised as rather important aspects in higher education institution's strategy in a competitive higher education marketplace, which enable them to attract and retain students in science, technology, engineering and mathematics (STEM) and information-communication (IC) study areas. This research aimed to study the relationship between service quality, students' satisfaction and behavioural intentions of STEM and IC students of the University of Rijeka Departments. Partial least squares structural equation modelling using SmartPLS 3.0 software was performed on student survey data, confirming a direct, positive and significant relationship between higher education service quality and students' satisfaction and between students' satisfaction and their behavioural intentions. According to indirect effects analysis, perceived higher education service quality has an an indirect, positive and significant impact on students' behavioural intentions through students' satisfaction. The results indicate that higher education service quality is an imperative for higher education sector. Based on the findings of this study, useful to policy makers in the services industry in general and in higher education sector in particular, improvements can be planned all service quality dimensions as a key factor to attract, educate and retain STEM and IC students in Croatia.

Suggested Citation

  • Dunja Mestrovic, 2017. "Service quality, students' satisfaction and behavioural intentions in STEM and IC higher education institutions," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage: http://indecs.eu, vol. 15(1), pages 66-77.
    • Handle: RePEc:zna:indecs:v:15:y:2017:i:1:p:66-77
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    More about this item

    Keywords

    behavioural intentions; higher education; students' satisfaction; service quality;
    All these keywords.

    JEL classification:

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

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