Naslov
An extended framework for analysing higher education performance: The case of Croatia

Autori
Dužević, Ines ; Mikulić, Josip ; Baković, Tomislav

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
17th QMOD-ICQSS Proceedings: “Entering the Experience Economy - From Product Quality to Service and Experience Quality” / Dahlgaard-Park, S.M. ; Dahlgaard, J.J. - Prag : Lund University Library Press, 2014, 1-14

ISBN
978-91-7623-086-2

Skup
17th QMOD Conference on Quality & Service Sciences (ICQSS): “Entering the Experience Economy - From Product Quality to Service and Experience Quality”

Mjesto i datum
Prag, Češka Republika, 03.09.2014. - 05.09.2014

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Service Quality; Student Satisfaction; Student Outcomes; Higher Education

Sažetak
Purpose: The purpose of this study is to test and further develop the framework for analysing higher education performance that incorporates service marketing approaches with the theories of student involvement and retention. More specifically, it examines relationships between student perceptions and their satisfaction, outcomes, and behavioural intentions. Design/methodology/approach: This study relied on the framework for analysing higher education performance proposed by Duque (2014). The framework is further developed by introducing more specific service quality dimensions and loyalty. The data for this study were collected by online survey from May to October 2012. In total, 1454 students from 93 higher education institutions in Croatia answered the questionnaire. The proposed framework is empirically tested using variance-based structural equation modelling. More specifically, SmartPLS software is used as it enables parallel examination of both formatively and reflectively identified latent variables. Findings: This study provides better understanding of the relationship between student perceptions and their satisfaction, outcomes, and behavioural intentions. The results of this study empirically confirm validity of the proposed framework for analysing higher education performance. Moreover, the study provides detailed insight into the relationship between focal variables. Originality/Value of the paper: This study contributes to the literature by extending existing frameworks for analysing higher education performance. It provides new insights into the relationship between student satisfaction, outcomes and behavioural intentions.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA