The Importance of Educational Service Quality for Customer Satisfaction and Organizational Reputation

Ramovš Marjeta () and Milfelner Borut ()
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Ramovš Marjeta: Ljudska univerza Slovenska Bistrica, Partizanska ulica 22, 2310 Slovenska Bistrica, Slovenia
Milfelner Borut: University of Maribor, Faculty of Economics and Business, Razlagova 14, 2000 Maribor, Slovenia

Naše gospodarstvo/Our economy, 2023, vol. 69, issue 2, 29-40

Abstract: This paper aims to enhance the understanding of the concepts of service quality, customer satisfaction with service, and organizational reputation in the context of educational services. The conceptual framework for testing the relationship between the three constructs was developed and tested on a sample of 97 educational service users. The results showed no significant difference between perceived and expected service quality. However, a positive relationship was found between customer satisfaction and three subconstructs of perceived service quality. Also, a significant positive correlation between organizational reputation and three latent variables of perceived service quality and a positive relationship between satisfaction and organizational reputation.

Keywords: Customer satisfaction; Organizational reputation; Service delivery; Perceived service quality; Educational service quality (search for similar items in EconPapers)
JEL-codes: M1 M3 (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:ngooec:v:69:y:2023:i:2:p:29-40:n:1

DOI: 10.2478/ngoe-2023-0009

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