AN EMPIRICAL EXAMINATION OF THE RELATIONSHIPS BETWEEN SERVICE QUALITY, SATISFACTION AND BEHAVIORAL INTENTIONS IN HIGHER EDUCATION SETTING

被引：22
|
作者：
Dado, Jaroslav [1 ]
Petrovicova, Janka Taborecka [1 ]
Cuzovicban, Sreten [2 ]
Rajic, Tamara [3 ]
机构：
[1] Matej Bel Univ, Fac Econ, Banska Bystrica 97401, Slovakia
[2] Univ Nis, Fac Econ, Nish 18000, Serbia
[3] Univ Belgrade, Tech Fac Bor, Vojske Jugoslavije 12, Bor 19210, Serbia
来源：
SERBIAN JOURNAL OF MANAGEMENT | 2012年 / 7卷 / 02期
关键词：
Service quality; customer satisfaction; behavioral intentions; structural equation modeling; higher education;
D O I：
10.5937/sjm.v7i2.1245
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
The main aim of this study is to examine the relationship between service quality and customer satisfaction and their impact on behavioral intentions in higher education setting in Serbia. Two competing models, revealed during the literature review, have been tested on a sample of Engineering Management students by means of structural equation modeling, performed via LISREL 8. Results of the study indicate that satisfaction is influenced by service quality and directly related to behavioral intentions, thus offering support for Oliver's (1999) cognition-affect-conation sequence of causal relationships in loyalty formation. Implications of the study have been discussed and limitations and directions for future research are outlined.
引用
收藏
页码：203 / 218
页数：16
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