Perceived quality and satisfaction in multiservice organisations: the case of Spanish public services

Abstract

The main aim of the paper is to study the causal relationship between two constructs, perceived quality and satisfaction, in the particular case of multiservice organisations. These organisations offer a range of services to their customers, so that evaluation of perceived overall quality and of satisfaction is more complex than that of a single service. The study centres on two publicly‐owned multiservice organisations: hospitals, and universities. The particular nature of multiservice organisations is that, when dealing with the influences of the dimensions of perceived quality, it is necessary to take into consideration not only the perceived quality of each of the services, but also the perceived overall quality of the multiservice organisation and the overall satisfaction with it.

Service Quality, Students' Satisfaction and Behavioural Intentions in STEM and IC Higher Education Institutions

“…The results are consistent with similar studies confirming a direct positive relationship between higher education SQ and SS [36,38,56,57], indirect positive relationship between SQ and WOM through SS [19,58] and direct positive relationship between SS and positive WOM behaviours [19,42,65], which plays an important role in the decision-making process and makes an effective way for a higher education institution to recruit new students.…”

“…Ledden, Kalafatis and Mathioudakis [3] studied the relationship between students'satisfaction and willingness of satisfied postgraduate students to recommend study programmes. Hasan [36] confirmed direct positive relationship between higher education SQ and SS. Dado, Taborecka Petrovičova, Riznić and Rajić [19] and Aljumaa [58] studied and confirmed indirect positive relationship between SQ and WOM through SS.…”

“…In conclusion, as primary customers, students' satisfaction determined by both academic and non-academic aspects, is crucial to the survival of any higher education institution. Service quality is indicated as an essence for establishing and sustaining favourable relationship with customers and therefore it can be considered as an antecedent to satisfaction according to Bigne, Moliner and Sanchez [36]. In that sense, Elliot and Shin [37] and Ham and Hayduk [38] both confirmed the existence of a positive relationship between perceived service quality and student's satisfaction.…”

Quality Issues in Higher Education: A Multicriteria Framework of Satisfaction Measures

“…Elliot and Shin (2002) discussed the positive effect that student's satisfaction plays on student's motivation, student's retention and recruiting efforts. Bigne et al (2003) found that overall service quality has a significant relationship with satisfaction while Ham and Hayduk (2003) have confirmed that there is a positive correlation between perception of service quality and student satisfaction. Suhre et al (2007) explored the impact of degree program satisfaction on academic accomplishment and dropout and observed that student accomplishment depends on degree program satisfaction and differences in academic ability.…”

International Business Research, Vol.1, No.4, October 2008

“…Thus, a proper understanding of the antecedents and determinants of customer satisfaction can be seen as to have an extraordinarily high monetary value for service organization in a competitive environment (Lassar, Manolis and Winsor, 2000). Bigne, Moliner and Sanchez (2003) found that the overall service quality have a significant relationship with satisfaction at R= 0.66. Ham and Hayduk (2003) have confirmed that, even in the higher educational settings, there is a positive correlation between perception of service quality and student satisfaction, and analyzing upon the relationship based on each of the dimension of service quality, reliability (R=0.547; sig.…”