<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>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.</p>
</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.

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

Naše gospodarstvo/Our economy

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

This paper aims to enhance the understanding of the concepts of service quality, customer satisfaction with service, and organizational reputation in the...

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

Published Online: Jun 30, 2023

Page range: 29 - 40

Received: Apr 01, 2022

Accepted: May 01, 2023

DOI: https://doi.org/10.2478/ngoe-2023-0009

Keywords
Customer satisfaction, Organizational reputation, Service delivery, Perceived service quality, Educational service quality

© 2023 Marjeta Ramovš et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

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

Published Online: Jun 30, 2023

Page range: 29 - 40

Received: Apr 01, 2022

Accepted: May 01, 2023

DOI: https://doi.org/10.2478/ngoe-2023-0009

KeywordsCustomer satisfaction, Organizational reputation, Service delivery, Perceived service quality, Educational service quality

© 2023 Marjeta Ramovš et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Keywords
Customer satisfaction, Organizational reputation, Service delivery, Perceived service quality, Educational service quality