| Title: | The importance of educational service quality for customer satisfaction and organizational reputation |
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| Authors: | ID Ramovš, Marjeta (Author)
ID Milfelner, Borut (Author) |
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| Files: |  https://journals.um.si/index.php/oe/article/view/2934
https://journals.um.si/index.php/oe/article/view/2934
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| Language: | English |
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| Work type: | Scientific work |
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| Typology: | 1.01 - Original Scientific Article |
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| Organization: | EPF - Faculty of Business and Economics
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| Abstract: | 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. |
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| Keywords: | customer satisfaction, organizational reputation, service delivery, perceived service quality, educational service quality |
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| Publication status: | Published |
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| Publication version: | Version of Record |
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| Publication date: | 30.06.2023 |
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| Year of publishing: | 2023 |
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| Number of pages: | str. 29-40 |
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| Numbering: | Vol. 69, no. 2 |
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| PID: | 20.500.12556/DKUM-85632-a8f97508-ba2d-60f7-a393-6455ed596c2d  |
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| UDC: | 37:005.336.3 |
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| ISSN on article: | 0547-3101 |
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| COBISS.SI-ID: | 159715331 |
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| DOI: | 10.2478/ngoe-2023-0009 |
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| Publication date in DKUM: | 05.09.2023 |
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| Views: | 420 |
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| Downloads: | 96 |
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| Metadata: |    |
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| Categories: | Misc.
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