Service Quality, Student Satisfaction and Image on Behavioral Intention in Higher Education Institution

被引：0

作者：

Guan, Chao ^{[1
]}

Pan, Wu-min ^{[2
]}

机构：

[1] Yanching Inst Technol, Beijing, Peoples R China

[2] North China Inst Sci & Technol, Beijing, Peoples R China

来源：

PROCEEDINGS OF 2014 3RD INTERNATIONAL CONFERENCE ON PHYSICAL EDUCATION AND SOCIETY MANAGEMENT (ICPESM 2014), VOL 22 | 2014年 / 22卷

关键词：

Higher Education Institution (HEI); Service quality; Student satisfaction; Image; Behavioral intentions; Importance-Performance Analysis (IPA);

D O I：

暂无

中图分类号：

G40 [教育学];

学科分类号：

040101 ; 120403 ;

摘要：

This paper we will evaluate the impact of service quality, student satisfaction and image (higher education institution/HEI image) on behavioral intentions and the mediating role of HEI image and student satisfaction in affecting the effect of service quality on behavioral intentions; and to know the best strategy to improve performance of service quality based on Analysis of Importance Performance(IPA). The study of IPA suggested the HEI to improve performance of its important service quality attributes such as up to date library, hygienic cafeteria, relevant courses, and responsiveness of its staffs.

引用

页码：296 / 301

页数：6

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