engleski

How Perceived Service Quality Influence Students’ Satisfaction? Teachers’ and Students’ Perspective

Purpose: The purpose of this paper is to analyse contextual and individual influences on students’ satisfaction. More specifically, it seeks to examine how teachers’ perceived service quality influences students’ satisfaction at the individual level and how individual student’s perceptions influence their satisfaction. Design/methodology/approach: A multilevel analysis was implemented in order to determine the influences of various factors of students’ satisfaction. At the first analysis level, data was being collected on students from various higher education institutions. Teachers’ perceptions of service quality were included at the second analysis level. In total, 1378 students’ and 821 teachers’ replies were collected from 61 higher education institutions. Findings: The research results revealed how teachers and students assess service quality in higher education. Furthermore, it provides insight into service quality dimensions that have the highest influence on students’ satisfaction, both from the students’ and teachers’ perspective. Originality/Value of the paper: The contribution of this study is two-fold. First, it draws attention to the importance of teachers’ perceptions of service quality as significant determinant of students’ satisfaction and second, it suggests a multilevel linear modelling approach for its empirical testing.

Service Quality; Higher Education; HEdPERF; Multilevel Linear Modelling

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