Evaluating the Service Quality and Satisfaction Levels of Graduate Education: The Case of Business Schools
Jorge Isaac Álvarez Rateike and
Enrico Joaquin Ahrens Solera Additional contact information Jorge Isaac Álvarez Rateike: FUNDESEM Business School, Spain
Enrico Joaquin Ahrens Solera: FUNDESEM Business School, Spain
Quality has become highly important, and many decisions regarding consumption are based on the degree of satisfaction obtained. For this reason it is essential also to be capable of meeting consumers’ expectations. A model is presented that attempts to explain how the various elements that are involved in the process of expectation disconfirmation affect consumer-based decisions. For contrast, information was gathered from 264 sample of a Business School in Alicante, Spain, using SPSS and EQS. The result obtained is reflected in the role that expectations and the quality of educational services play in the satisfaction levels obtained and in client loyalty.