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https://doi.org/10.7906/15.1.5

Service Quality, Students’ Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions

Dunja Meštrović   ORCID icon orcid.org/0000-0002-5848-3135 ; University of Rijeka – Faculty of Tourism and Hospitality Management, Opatija, Croatia

Puni tekst: engleski, pdf (660 KB) str. 66-77 preuzimanja: 1.658* citiraj
APA 6th Edition
Meštrović, D. (2017). Service Quality, Students’ Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions. Interdisciplinary Description of Complex Systems, 15 (1), 66-77. https://doi.org/10.7906/15.1.5
MLA 8th Edition
Meštrović, Dunja. "Service Quality, Students’ Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions." Interdisciplinary Description of Complex Systems, vol. 15, br. 1, 2017, str. 66-77. https://doi.org/10.7906/15.1.5. Citirano 15.10.2019.
Chicago 17th Edition
Meštrović, Dunja. "Service Quality, Students’ Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions." Interdisciplinary Description of Complex Systems 15, br. 1 (2017): 66-77. https://doi.org/10.7906/15.1.5
Harvard
Meštrović, D. (2017). 'Service Quality, Students’ Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions', Interdisciplinary Description of Complex Systems, 15(1), str. 66-77. https://doi.org/10.7906/15.1.5
Vancouver
Meštrović D. Service Quality, Students’ Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions. Interdisciplinary Description of Complex Systems [Internet]. 2017 [pristupljeno 15.10.2019.];15(1):66-77. https://doi.org/10.7906/15.1.5
IEEE
D. Meštrović, "Service Quality, Students’ Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions", Interdisciplinary Description of Complex Systems, vol.15, br. 1, str. 66-77, 2017. [Online]. https://doi.org/10.7906/15.1.5

Sažetak
Service quality, students’ satisfaction and their behavioural intentions are recognised as rather important aspects in higher education institution’s strategy in a competitive higher education marketplace, which enable them to attract and retain students in science, technology, engineering and mathematics (STEM) and information-communication (IC) study areas. This research aimed to study the relationship between service quality, students’ satisfaction and behavioural intentions of STEM and IC students of the University of Rijeka Departments. Partial least squares structural equation modelling using SmartPLS 3.0 software was performed on student survey data, confirming a direct, positive and significant relationship between higher education service quality and students’ satisfaction and between students’ satisfaction and their behavioural intentions. According to indirect effects analysis, perceived higher education service quality has an an indirect, positive and significant impact on students’ behavioural intentions through students’ satisfaction. The results indicate that higher education service quality is an imperative for higher education sector. Based on the findings of this study, useful to policy makers in the services industry in general and in higher education sector in particular, improvements can be planned all service quality dimensions as a key factor to attract, educate and retain STEM and IC students in Croatia.

Ključne riječi
behavioural intentions; higher education; students’ satisfaction; service quality

Hrčak ID: 176226

URI
https://hrcak.srce.hr/176226

Posjeta: 1.919 *