Effect of Service Quality on Student Satisfaction on SMEs: The Case of Private Schools in Egypt

International Conference on Management and Information Systems September 21-22, 2018

12 Pages Posted: 26 Jan 2019

See all articles by Ahmed Anwar Khalil

Ahmed Anwar Khalil

Arab Academy for Science, Technology & Maritime Transport

Mohamed A. Ragheb

Arab Academy for Science, Technology & Maritime Transport

Aiman A. Ragab

Arab Academy for Science - Technology & Maritime Transport

Ahmed Moussa Elsamadicy

Arab Academy for Science, Technology & Maritime Transport

Date Written: September 21, 2018

Abstract

Focus of this research on assessing quality from a student’s perspective in private education. by examining the effect of Service quality dimensions on satisfaction of students enrolled into private languages schools in Egypt in SMEs schools, private education sector. SMEs business goals match larger organizations business goals. Among these goals are raising customer satisfactions, achieving high performance, providing quality service to increase their market share. The objectives of this research art first to identify the quality dimensions most vital to students in a developing country such as Egypt, and then to develop a framework consisting of these dimensions; and second, to investigate the extent of satisfaction of students enrolled into private languages schools in Egypt. This research will follow applied research approach. The methodology based on quantitative analysis by using a questionnaire tool for data collection. The results indicated that most of hypotheses were supported by model structural equation modelling analyses (SEM). The main conclusions drawn from this study are Service quality has partial significant positive effect on students satisfaction in private languages schools in Egypt in SMEs schools. Towards measuring the influence that each driver has on student satisfaction and its importance to the students, with school image being the most highly rated dimension. Followed by Tangibles then Assurance and Empathy respectively (in order of importance).

Keywords: Egypt, Service Quality, SQ, Satisfaction, SMEs, SERVQUAL, SERVPERF, School Image, Privatelanguages Schools. Structural Equation Model, AMOS, SEM

Suggested Citation

Khalil, Ahmed Anwar and Ragheb, Mohamed A. and Ragab, Aiman A. and Elsamadicy, Ahmed Moussa, Effect of Service Quality on Student Satisfaction on SMEs: The Case of Private Schools in Egypt (September 21, 2018). International Conference on Management and Information Systems September 21-22, 2018 . Available at SSRN: https://ssrn.com/abstract=3315903

Ahmed Anwar Khalil (Contact Author)

Arab Academy for Science, Technology & Maritime Transport ( email )

Alexandria Desert Rd.
Giza, 1029
Egypt

Mohamed A. Ragheb

Arab Academy for Science, Technology & Maritime Transport

Alexandria Desert Rd.
Giza, 1029
Egypt

Aiman A. Ragab

Arab Academy for Science - Technology & Maritime Transport ( email )

P.O. Box 1029
Miami, Alexandria, 1029
Egypt

Ahmed Moussa Elsamadicy

Arab Academy for Science, Technology & Maritime Transport

Alexandria Desert Rd.
Giza, 1029
Egypt

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