engleski

How perceived service quality influences students’ satisfaction? Teachers’ and students’ perspectives

The purpose of this paper is to analyse the contextual and individual influences on student satisfaction. More specifically, it seeks to examine how teachers’ and students’ perceptions of service quality influence students’ satisfaction. A multilevel analysis was implemented to determine how various factors influence student satisfaction. For the first level of analysis, data were collected on students from various higher education institutions (HEIs). Teachers’ perceptions of service quality were included at the second level of analysis. In total, responses were collected from 1378 students and 621 teachers from 61 HEIs. The research results reveal how teachers and students assess service quality. Furthermore, the study provides insights into the service quality dimensions that have the greatest influence on student satisfaction, from both the students’ and teachers’ perspectives. The contribution of this study is twofold. First, it draws attention to the importance of teachers’ perceptions of service quality as significant determinants of student satisfaction. Second, it suggests a multilevel linear modelling approach to the empirical testing of students’ satisfaction.

service quality; student satisfaction; higher education; HEdPERF; multilevel analysis

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