Student Satisfaction with Business Processes in Higher Education

Sanja Zambelli (), Marko Babić (), Miroslav Drljača () and Zvonimir Peranić ()
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Sanja Zambelli: University for Applied Science in Rijeka, Rijeka, Croatia
Marko Babić: University of Libertas, Zagreb, Croatia
Miroslav Drljača: University North, Koprivnica, Croatia
Zvonimir Peranić: University for Applied Science in Rijeka, Rijeka, Croatia

Poslovna izvrsnost-Business Excellence, 2026, vol. 20, issue 1, 87-104

Abstract: Purpose: This study examines student satisfaction with the perceived performance of key business processes in a higher education institution and identifies process-specific parameters that significantly influence satisfaction. Service quality is conceptualized as a process-based construct embedded in institutional performance and quality management systems. Design/Methodology: A quantitative research design was applied using a structured survey instrument with Likert items. Data were collected from 160 students at one Croatian higher education institution. Multiple linear regression analysis examined the effects of process-specific parameters on satisfaction across six institutional business processes: Teaching, Library, Student Administration, IT Support, Publishing Activity, and Scientific Research. Findings: The results reveal clear process-specific determinants of student satisfaction. Teaching satisfaction is significantly predicted by lecturer preparedness, clarity of teaching content, and study program quality. Library satisfaction is associated with library staff competence and responsiveness to users' needs, while Student Administration satisfaction is driven by communication quality and procedural knowledge. IT Support satisfaction is influenced by IT staff competence and classroom equipment. Publishing Activity satisfaction is primarily related to the availability of textbooks authored by academic staff. Satisfaction with Scientific Research is mainly associated with perceived institutional reputation, whereas academic staff research competence is not statistically significant. Practical Implications: Higher education institutions should prioritize process-oriented quality management strategies focused on staff competence, communication effectiveness, infrastructure optimization, and alignment of support services with student needs. Originality/Value: This study extends service quality research by operationalizing student satisfaction at the level of institutional business processes rather than isolated service dimensions.

Keywords: student satisfaction; higher education; service quality; quality management; business processes; institutional support; student experience (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:zag:busexc:v:20:y:2026:i:1:p:87-104

DOI: 10.22598/pi-be/2026.1.42344

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