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

Author

Listed:
  • Ramovš Marjeta

    (1 Ljudska univerza Slovenska Bistrica, Partizanska ulica 22, 2310 Slovenska Bistrica, Slovenia)

  • Milfelner Borut

    (2 University of Maribor, Faculty of Economics and Business, Razlagova 14, 2000, Maribor, Slovenia)

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.

Suggested Citation

  • Ramovš Marjeta & Milfelner Borut, 2023. "The Importance of Educational Service Quality for Customer Satisfaction and Organizational Reputation," Naše gospodarstvo/Our economy, Sciendo, vol. 69(2), pages 29-40, June.
    • Handle: RePEc:vrs:ngooec:v:69:y:2023:i:2:p:29-40:n:1
    DOI: 10.2478/ngoe-2023-0009
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    More about this item

    Keywords

    Customer satisfaction; Organizational reputation; Service delivery; Perceived service quality; Educational service quality;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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