The Impact of Service Quality on Students' Satisfaction and the Word-of-Mouth: The Case of the University of Rijeka Departments (CROSBI ID 640984)
Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Meštrović, Dunja
hrvatski
The Impact of Service Quality on Students' Satisfaction and the Word-of-Mouth: The Case of the University of Rijeka Departments
The purpose of this paper is to determine the impact of service quality perceived by science, technology, engineering and mathematics (STEM) and information-communication (IC) students of the University of Rijeka 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.
higher education ; research ; service quality ; students' satisfaction ; word-of-mouth
Ovaj rad je u potpunosti podržan od strane Sveučilišta u Rijeci kao dio projekta „Zadovoljstvo studenata Sveučilišnih odjela i njihovi stavovi o kvaliteti i uspješnosti studiranja na studijima u STEM područjima, te u informacijsko-komunikacijskom području ; Broj projekta: 2015/46 ; Voditeljica: Dunja Meštrović, mag. oec.
engleski
The Impact of Service Quality on Students' Satisfaction and the Word-of-Mouth: The Case of the University of Rijeka Departments
nije evidentirano
higher education ; research ; service quality ; students' satisfaction ; word-of-mouth
nije evidentirano
Podaci o prilogu
440-445.
2016.
nije evidentirano
objavljeno
10.2139/ssrn.3282466
Podaci o matičnoj publikaciji
Proceedings of 2nd International Multi- disciplinary Conference ENTerprise REsearch InNOVAtion (ENTRENOVA '16), Rovinj, Croatia, 8 – 9 September 2016, (Eds. Baćović, M., Milković, M., Pejić Bach, M., Peković, S.), Vol. 2, No. 1., pp. 440-445.
Baćović, M., Milković, M., Pejić Bach, M., Peković, S.
Varaždin: IRENET, Society for advancing innovation and research in economy in cooperation with Faculty of tourism and hotel management, Kotor, Monte Negro and University North, Varazdin, Croatia
1849-7950
Podaci o skupu
2nd International Multi-disciplinary Conference ENTerprise REsearch InNOVAtion (ENTRENOVA '16), Rovinj, Croatia, 8-9 September, 2016
predavanje
08.09.2016-09.09.2016
Rovinj, Hrvatska