Exploring the impact of educational services quality on student satisfaction

Byung-Hak Leem

International Journal of Services and Operations Management, 2025, vol. 50, issue 2, 267-286

Abstract: This study is to examine the influence of quality attributes of educational services on student satisfaction. Seven attributes, including the major curriculum, liberal arts curriculum, extracurricular programs, conference and interaction, administrative services, information systems, and e-class, were considered as quality attributes of education services. The study analysed 6,726 survey responses collected from 1-30 May 2020. Logistic regression analysis and a ROC curve were employed to assess the relationship between the variables. The results showed that the major curriculum was the most impactful attribute on student satisfaction, followed by liberal arts curriculum, administrative services, information systems, and extracurricular programs. This study expands the understanding of the impact of educational service quality on student satisfaction and suggests a ranking to maximise student satisfaction.

Keywords: education service quality; student satisfaction; logit model. (search for similar items in EconPapers)
Date: 2025
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