What is it about?
Service quality, students' satisfaction and their behavioural intentions are recognised as rather important aspects in higher education institutions’ strategies 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.
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Why is it important?
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.
Perspectives
Based on the results and remarks of this study improvements can be planned across all dimensions of higher education service quality. Although students’satisfaction is more important determinant of future behavioural intentions (i.e. positive word-of-mouth), higher education service quality should not be neglected due to its positive indirect impact on students’ behavioural intentions. Policy makers in the services industry in general and in the HE sector in particular, may benefit from the findings of this study.
Tit. Assist. Prof. Dunja Mestrovic
University of Rijeka
Read the Original
This page is a summary of: Service Quality, Students' Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions, Interdisciplinary Description of Complex Systems, January 2017, Croatian Interdisciplinary Society,
DOI: 10.7906/indecs.15.1.5.
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