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Evaluating the Service Quality and Satisfaction Levels of Graduate Education: The Case of Business Schools

  • Jorge Isaac Álvarez Rateike

    (FUNDESEM Business School, Spain)

  • Enrico Joaquin Ahrens Solera

    (FUNDESEM Business School, Spain)

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    Quality has become highly important, and many decisions regarding consumption are based on the degree of satisfaction obtained. For this reason it is essential also to be capable of meeting consumers’ expectations. A model is presented that attempts to explain how the various elements that are involved in the process of expectation disconfirmation affect consumer-based decisions. For contrast, information was gathered from 264 sample of a Business School in Alicante, Spain, using SPSS and EQS. The result obtained is reflected in the role that expectations and the quality of educational services play in the satisfaction levels obtained and in client loyalty.

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    This chapter was published in: Jorge Isaac Álvarez Rateike & Enrico Joaquin Ahrens Solera , , pages 257-274, 2011.
    This item is provided by University of Primorska, Faculty of Management Koper in its series MIC 2011: Managing Sustainability? Proceedings of the 12th International Conference, Portorož, 23–26 November 2011 [Selected Papers] with number 257-274.
    Handle: RePEc:mgt:micp11:257-274
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