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
Date Written: September 21, 2018
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
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