The impact of e-service quality on word of mouth: A higher education context

被引：7
作者：
Zeqiri, Jusuf [1 ]
Dania, Todor Raluca [2 ]
Adriana, Lupsa-Tataru Dana [2 ]
Gagica, Kumrije [3 ]
Gleason, Kimberly [4 ]
机构：
[1] South East European Univ, Fac Business & Econ, Tetovo, North Macedonia
[2] Transilvania Univ Brasov, Fac Econ Sci, Business Adm, Brasov, Romania
[3] Minist Educ Sci Technol & Innovat, Pristina, Kosovo
[4] Amer Univ Sharjah, Sch Business Adm, Sharjah, U Arab Emirates
来源：
INTERNATIONAL JOURNAL OF MANAGEMENT EDUCATION | 2023年 / 21卷 / 03期
关键词：
Higher education; Information quality; E -service quality; Website confidentiality; Website performance; And word of mouth (WOM); CUSTOMER SATISFACTION; PURCHASE INTENTION; PLS-SEM; STUDENT SATISFACTION; REPURCHASE INTENTION; WEBSITE PERFORMANCE; COVID-19; ADOPTION; LOYALTY; SCALE;
D O I：
10.1016/j.ijme.2023.100850
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Student satisfaction is an important determinant of university enrollment and reputational capital. This paper investigates e-service quality impact on word-of-mouth measures of student satisfaction of Romanian university students by exploring important of e-service quality dimensions. Data were collected using an online structured questionnaire of 298 Romanian students to examine the proposed research model by deploying structural equation modelling with Smart PLS 4. We find that website performance, information quality, and website confidentiality are significantly associated with e-service quality. Moreover, findings revealed a positive impact of eservice quality on word of mouth. Quality of website services contributed significantly to e-service quality and recommendation using word of mouth. Our findings provide useful insights and practical implications regarding the impact of the quality of website services upon the satisfaction of students.
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页数：12
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