Assessment of student satisfaction model: evidence of Western Balkans

Abstract

© 2018 Informa UK Limited, trading as Taylor & Francis Group In the midst of the growing changes in the higher education (HE) market, institutions of HE are more aware of their environment. Striving to maintain a position in an increasingly competitive HE market, they must continually deal with measuring and ensuring the satisfaction of its main customers – the students, as well their perceptions of service quality. The aim of this research was testing the proposed model of student satisfaction to determine the existence of the relationship between perceived service quality and student satisfaction, as well their impact on the student behavioural intentions. The survey involved 986 respondents – students from the Western Balkans. The model was tested by using the Structural Equation Modelling technique. Proposed model with minor modification achieved a good model fit, and the results confirmed previous research and provided further evidence that satisfaction and trust play a significant role in the relationship between perceived service quality and behavioural intentions.