Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/290540 
Year of Publication: 
2023
Citation: 
[Journal:] Naše gospodarstvo / Our Economy [ISSN:] 2385-8052 [Volume:] 69 [Issue:] 2 [Year:] 2023 [Pages:] 29-40
Publisher: 
Sciendo, Warsaw
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.
Subjects: 
Customer satisfaction
Organizational reputation
Service delivery
Perceived service quality
Educational service quality
JEL: 
M1
M3
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by-nc-nd Logo
Document Type: 
Article

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