ANALYSING THE STUDENTS’ SATISFACTION ON THE EDUCATIONAL SERVICES- THE SERVQUAL MODEL
ANALYSING THE STUDENTS’ SATISFACTION ON THE EDUCATIONAL SERVICES- THE SERVQUAL MODEL

Summary/Abstract: : It has somehow become a truism the fact that when a client is satisfied bya product or a service that he buys from a company, he becomes loyal to this product andautomatically to the respective company. On the contrary, when the product or the servicedo not rise to the desired or expected level of quality, the individual can become a privateor public campaign agent against that service. Because the satisfaction of an individual isassociated with his loyalty for a specific service or product (Gholipour & Einolahzadeh,2018; Cai&Chi, 2018; Shahsavar& Sudzina, 2017), the university should be preoccupiedabout the relationship between student satisfaction and their institutional loyalty. If thestudents are satisfied with the quality of the educational services offered by a certainspecialization, they will also suggest to relatives, acquaintances or friends to follow thestudies within the that specialization and educational institution.In the scientific literature, the definitions on customer satisfaction are divided into twocategories(Grigoroudius&Siskos, 2010): the satisfaction as a result, an emotionalresponserelated to the gained experience from the process of purchasing specific products/ providedservices / due to a certain model of behaviour induced by sellers and the satisfaction as aprocess, an evaluation response based on the experience regarding to the effective qualityof a product

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