Linking Service Quality and Satisfaction to Behavioural Intentions in Higher Education Setting
Linking Service Quality and Satisfaction to Behavioural Intentions in Higher Education Setting

Summary/Abstract: This study aims to examine relationships among higher education service quality and student satisfaction and their relatedness to students’ behavioural intentions. Slovak higher education setting has provided a framework to this study. Structural equation modelling, using LISREL 8.80, has been performed on student survey data and indicated that both higher education service quality and satisfaction are important determinants of students’ behavioural intentions. However satisfaction mediates the effect of service quality and exerts more significant impact on behavioural intentions. Findings of this study indicate that university administrators should pay special attention to satisfying existing students in order to motivate them to recommend the institution to prospective students and enrol higher levels of study within the same faculty. Implications of the study, limitations and directions for future research have been discussed.

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