Economics at your fingertips  

Students’ Perceptions of Service Quality, Satisfaction, and Word-Of-Mouth: Scale Adaptation and Validation on a Sample of ICT and STEM Students

Dunja Mestrovic () and Nina J. Zugic ()
Additional contact information
Nina J. Zugic: British Council Consultant

Tržište/Market, 2018, vol. 30, issue 2, 195-211

Abstract: Purpose – The purpose of this empirical research is to adapt and adopt a measurement tool that will accurately assess students’ perceptions of higher education (HE) service quality (SQ), as well as the students’ overall satisfaction (SS) and their word-of-mouth (WoM) behavior. The target groups are information communication technology (ICT) and science, technology, engineering, and mathematics (STEM) students. Design/Methodology/Approach – The paper introduces the process of adaptation, adoption, and psychometric validation of the proposed ICT & STEM SQ-SSWoM measurement scale, consisting of the following sections: students’ demography, perceptions of SQ, and WoM intentions survey. After the initial administration of tests, followed by the pilot testing and scale purification, quantitative data were collected from 214 ICT and STEM students. Statistical tests were applied in two stages, involving an analysis of the scale’s validity, followed by that of its reliability and dimensionality. Findings and implications – The confirmatory factor analysis yielded 24 SQ items, categorised under 5 factors, 4 SS items, and 3 items measuring students’ positive WoM intentions, which confirmed all the scale’s psychometric characteristics except its discriminant validity. Limitations – Besides the unconfirmed discriminant validity, this student-focused study used a sample of 4 public ICT and STEM HE settings in Croatia and was confined to the students’ perspective; thus, the results obtained should be interpreted within its limitations. Originality – The results of this research suggest an acceptable model fit, thus proposing the usability of the adapted measurement scale and contributing to the extant literature reporting findings on SQ, SS, and positive WoM intentions within the ICT and STEM HE context.

Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: Track citations by RSS feed

Downloads: (external link) (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link:

Ordering information: This journal article can be ordered from
Tržište/Market, Faculty of Economics and Business, Trg J. F. Kennedy 6, 10000 Zagreb, Croatia.

Access Statistics for this article

Tržište/Market is currently edited by Đurđana Ozretić Došen

More articles in Tržište/Market from Faculty of Economics and Business, University of Zagreb Contact information at EDIRC.
Bibliographic data for series maintained by Tanja Komarac (). This e-mail address is bad, please contact .

Page updated 2019-08-27
Handle: RePEc:zag:market:v:30:y:2018:i:2:p:195-211