Naslov
The Impact of Service Quality on Students' Satisfaction and the Word-of-Mouth: The Case of the University of Rijeka Departments

Autori
Meštrović, Dunja

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

Izvornik
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, 2016, 440-445

Skup
2nd International Multi-disciplinary Conference ENTerprise REsearch InNOVAtion (ENTRENOVA '16), Rovinj, Croatia, 8-9 September, 2016

Mjesto i datum
Rovinj, Hrvatska, 08.09.2016. - 09.09.2016

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
higher education ; research ; service quality ; students' satisfaction ; word-of-mouth

Sažetak
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.

Izvorni jezik
Hrvatski

Znanstvena područja
Ekonomija

Napomena
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.

POVEZANOST RADA