Investigation the relationship between quality provide services and satisfaction and attitude of students of the University image (case study of Semnan University)
Subject Areas :reza shahryaripour 1 * , Siyavash Talepasand 2
1 -
2 -
Keywords: quality of service satisfaction attitude of students university image Semnan University ,
Abstract :
The aim of this study was to investigate the relationship between quality of service and satisfaction and attitude of students of the University image. Design of this study was correlational - descriptive. The population study consisted of students had different levels Semnan university, the sample size obtained was 170, that to obtain of stratified random sampling method was used. Students, service quality questionnaires, students' satisfaction questionnaires and iattitude of students of the University image have completed. To analyze the data, correlation and path analysis method were used. Based on the findings, Structural effect of, empathy, assurance, responsiveness and reliability dimension of service quality on satisfaction and attitude of students of the University image , were confirmed; The results of path analysis, structural effect of student satisfaction on the attitude of students of the University image was confirmed. The results also showed that student satisfaction, in structural relationship of, quality of service with attitude of the image of the university students, the role of intermediaries positive has.
References:
Affric, G. (2007). Six Steps to Effective Evaluation, A handbook for programmers and project managers.#
Aghamollayi, T., Zare, Sh., & Abedini, S. (2006). Quality gap in educational services of students in Hormozgan University of Medical Sciences. Strides in Development of Medical Education, (2), 24-31[Persian].#
Allport, G. W. (1935). Attitudes. In C. M. Murchison (Ed.), Handbook of Social Psychology. Winchester, MA: Clark University Press.#
Alves, H., & Raposo, M. (2010). The influence of university image on student behavior. International Journal of Educational Management, 24 (1), 73-85.#
Arboni, F., Shoghli, AR., BadriPoshteh, S., & Mohajeri, M. (2008). The Investaging the Gap between Expectations and Provided Educational Services to Students in Zanjan University of Medical Sciences. The Journal of Medical Education Development, Volume 5, Issue 1, pp. 25-7[Persian]. #
Arpan, L.M., Raney, A.A., & Zivnuska, S. (2003). A cognitive approach to understanding university image. Corporate Communication: An International Journal, 8(2), 97-113. #
Arasli, H., Katircioglu, S.T., & Smadi, S.M. (2005). A comparison of service quality in the banking industry, some evidence from Turkish and Greek speaking areas in Cyprus. International Journal of Bank Marketing, Vol. 23, No.7, pp 508-526. #
Asthana, A. and Biggs, L. (2007), Students pay more but receive less, The Observer, 11 February. #
Aydin S, Ozer G. (2005). The Analysis of Antecedents of Customer Loyalty in Turkish Mobile Telecommunication Market. Eur. J. Mark.: 7/8: 910–925. #
Barnes, B. R. (2007). Analyzing service quality: The case of postgraduate Chinese students. Total Quality Management and Business Excellence. ; 18 (3-4):313-319. #
Baron, Angela (2011). Measuring Human Capital. Strategic HR Review, Vol. 10, No. 2, pp. 30-35. #
Bennett, R., & Ali-Choudhury, R. (2009). Prospective students’ perceptions of university brands: An empirical study. Journal of Marketing for Higher Education, 19 (1), 85-107. #
Bick, G., Jacobson, M., & Abratt, R. (2013). The effect of educational quality on the performance improvement. Journal of Marketing Management, 19(5), 835–855. #
Brown J, Dacin P. (1997). The Company and the Product: Corporate Associations and Consumer Product Responses. J. Mark. 61: 68–84. #
Curtis, T., Abratt, R., & Minor, W. (2009). Corporate brand management in higher education: the case of ERAU. Journal of Product and Brand Management, 18(6), 404–413. #
Chua, C. (2004). Perception of quality in higher education. Australia: AUQA Occasional Publication. #
De Jager, J. W., & Gbadamosi, G. (2009). Specific remedy for specific problem: measuring service quality in South African higher education. Higher Education, 60(3), 251–267. #
Dichter, E. (1985). What’s in an image? The Journal of Consumer Marketing, 2(1), 75–79. #
Douglas, J., McClelland, R. and Davies, J.,(2008), The Development of Conceptual Model of Student Satisfaction with Their Experience in Higher Education, Quality Assurance in Education, vol. 16, no. 1, pp. 19-35. #
Duarte, P.O., Alves, H.B, & Raposo, M.B. (2010). Understanding university image: A structural equation model approach. International Review on Public and Non-Profit Marketing, 7(4), 21-36. #
Faraji, A., Ramezani, A.A., & Azizi Fadafan, M. (2010). Evaluation criteria of customer satisfaction, according to the European Model for Quality Management (EFQM) in Zabol University of Medical Sciences in 1388. Journal Rostamineh Zabol University of Medical Sciences, (3), 44-51[Persian]. #
Farokhnezhad, K., Behrouzi, M., & Rahjoo, S., (2009). Planning of Improve the Quality: Internal Evaluation of the Department of Nursing, Bushehr University Medical Sciences. In Proceedings of the National Conference on Monitoring and Evaluation of Higher Education. (pp. 56-31). Volume 2, Shahid Beheshti University Publishers [Persian].#
Feizy, k. Tatari, s. (2004). Improve service quality in airline flights Islamic Republic of Iran (a survey Based on Quality of Service). Tourism Studies, No. 5, pp. 60-53 [Persian].#
Gbadamosi, G., & De Jager, J. (2009). What you see is what you get: service quality, tudents’ perceptions and satisfaction at South African universities. South Africa Journal of Higher Education, 23(5), 877–893. #
Ghalavandi, H, Beheshtirad, R., and ghalehi. A. (2012), Investigation of Quality of educational services Orumiyeh based on SERVQUAL model. Process management and development, No. 25, pp. 66-49. [Persian].#
Gitman, Lawrence J. & McDaniel, C. (2005). The future of business: the essentials. Mason, Ohio: South-Western. #
Green, T. (2015). A methodological review of structural equation modeling in higher education research. Studies in Higher Education, DOI: 10.1080/03075079.2015.1021670. #
Ham, Leugenia and Hayduk, Steven. (2003). Gaining Competitive Advantages in Higher Education the Gap between Expectations and Perceptions of Service Quality, Internation"al Journal of Value_Based Management, volum 16, number 3, pp: 223-242. #
Ham L. C. (2003). Service Quality, Customer Satisfaction, and Customer Behavioral Intentions in Higher Education", A Dissertation for the Degree of Doctor of Business. http://proquest.umi.com. #
Hatamifar, K., Kakojoibari, A A., & Sarmadi, MR., (2013). Studying Student Satisfaction of Student Services in Payame Noor University. Journal of Research and Planning in Higher Education, Issue 70, pp. 139-117 [Persian]. #
Hak Lee, J., Hyun-Duck, K., Yong Jae. K., & Michael, S. (2009). Journal of Retailing and Consumer Services, 16 (5). #
Hill Y., Lomas L. (2003). Student’s perceptions of quality in higher education. Quality Assurance Education. 11 (1), 15-20. #
Hosseini, M. H., & Farhady Nahad, R. (2013). Identifying measurement scales of university brand mental image. Educational Measurement Quarterly, 8, 109-134 [Persian]. #
Huddleston, T.J., & Karr, M.B. (1982). Assessing college image. College and university, 57(4), 364-370. #
Izadi, S., Salehi, E., & Gharehbaghi, M.M. (2008). Evaluation of student satisfaction according to EFQM model customer oriented criteria (Case study of Mazandaran University). Journal of Higher Education Association, (3), 19-53 [Persian]. #
Jafari, M, and Soltani, M. (2015).Investigation of Quality of educational services Orumiyeh based on SERVQUAL model satisfaction of the employees covered by insurance, by SERVQUAL Model.Police Organizational Development, No. 54, pp. 60 -50 [Persian]. #
James, R., Baldwin, G. and McInnis, C. (1999), Which University? The Factors Influencing the Choices of Prospective Undergraduates, Centre for the Study of Higher Education, University, Centre for the Study of Higher Education, University of Melbourne, Melbourne. #
Karimy, Y. (2001). Attitude and Attitude change. Tehran: Nashr-e-Virayesh Publication [Persian]. #
Kavousi, Z; Rahimi, H; Ghanbari, P; Haidar, l and bahmaniy, J. (2014). Investigation of Quality of educational services Orumiyeh based on SERVQUAL model the gap of quality educational services from the perspectives of students Shiraz University of Medical Sciences. Sadra Medical Sciences: Volume 2, Issue 2; pp. 72-161[Persian]. #
Kebriaei, A., & Roudbari, M., (2005). The Quality Gap in Educational Services Zahedan University of Medical Sciences: The Students' Views of the Present and Desirable Situation. Iranian Journal of Medical Education, Volume 5, Issue 1, pp.61-53[Persian]. #
Kennedy, S. H. (1977). Nurturing corporate image. European Journal of Marketing, 11(3), 120-164. #
Khan, H., & Matley, H. (2009). Implementing service excellence in higher education. Education and Training, 51(8/9), 769–780. #
Lewicka, D. (2011). Creating Innovative Attitudes in an Organisation Comparative Analysis of Tools Applied in IBM Poland and ZPAS Group. Vol. 1, No. 1, p1-12. #
Laura M., Arpan, Arthur A., Raney, Suzanne zivnuska. (2003) "A cognitive approach to understanding university iamge", Corporate Communication: An Internationak Journal, Vol, 8, No.2, pp.97-113. #
Mac Kalvf and Grmlr, (1999). The Validity of Use‟, 1997, Journal of Educational Psychology, vol. 52, no. 11, pp. 1218-1225. #
Maja, A.; Selma, K. & Muris, C. (2014). Students’ Perceptions about Role of Faculty and Administrative Staff in Business Education Service Quality Assessment. Trieste/Market, 26, 93-108. #
Manuel N. (2008). Customer perception of service quality at the business studies unit of the Durban University of Technology, Research project. #
Mirfakhroldini, S. H., Oliya, M.S., & Jamali, R. (2009). Reengineering quality management in higher education institutions (Case study: Yazd University graduate students).Quarterly Journal of Research and Planning in Higher Education, (53), 131-157 [Persian]. #
Moghimi, S M., & Ramezan, M., (2011). Bulletin Management (Volume 12). Tehran: Publications Rahdan [Persian]. #
Moogan, Y. J., Baron, S., & Bainbridge, S. (2001). Timings and trade-offs in the marketing of higher education courses: a conjoint approach. Marketing Intelligence & Planning, 19(3), 179–187. #
Mostafa, Mohamed M. (2006). A Comparison of SERVQUAL and I-P Analyzsis Measuring and Improving Service Quality in Egyptian Private Universities, Journal of Marketing for Higher Education ,volum16, number 2, pp: 83-104. #
Mueller, Ralph, O., (2011). The Basic Foundations Structural Equations Modeling: The Introduction of LISREL And EQS Software. Translation: Siavash Talepasand. Semnan: Semnan University. #
Munteanu, C., Ceobanu, C., Bobalca, C., & Anton, O. (2010). An analyses of customer satisfaction in a higher education context. International Journal of Public Sector Management, 23(2), 124–140. #
Naik CNK, Gantasala SB, Prabhakar GV. (2010). Servqual, Customer Satisfaction and Behavioural Intentions in Retailing European. Journal of Social Sciences. Volume 17, Number 2. #
Nordensvard, J. (2011). The consumer metaphor versus the citizen metaphor: different sets of roles for students. #
Oliveria, Jose De Otavio .(2009). Adaptation and application of the SERVQUAL scale in higher education. #
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consum er Perceptions of Service Quality. Journal of Retailing, 64 (1), 12-40. #
Peter, S., Michael, H. & Debra, H. (2000). Why do they leave, why dothey stay? Perception of service quality at a new university. ANZMAC: 1197-2000. #
Rastegar, A A., Mohammadi Hosseini, S A., & Dehghani Soltani, M., (2015). Image Credit Impact on The Attitudes Students about Increasing Educational Performance: The Role of moderator of The Quality of Education. Journal of Research and Planning in Higher Education, Volume 21, Issue 1, pp. 109-83[Persian]. #
Richard, E. & Adams J. N. (2006). Assessing college student perceptions of instructor customer service to student’s questionnaire: Assessment in higher education. J Assess Evalu High Educ.; 31 (5):535-49. #
Rowley, J. (2003), “Retention: rhetoric or realistic agendas for the future of higher education”, The International journal of Educational Management, Vol. 17 No.6, pp.248-53. #
Sahney S. D., Banwet K., & Karunes S. (2006) .An integrated framework for quality in education: Application of quality function deployment, interpretive structural modeling and path analysis, Total Quality Management; 17(2), 265-285. #
Saghaei, A., & Kavoosi, S. (2005). Customer Satisfaction Measurement Methods. Sabzan ublications, Tehran, Iran [Persian]. #
Samiei Zafarghandi, M. (2016). Relationship spiritual leadership in organizations with empowering of employee's .Journal of Managing Education in organizations. Vol 5, No 1, pp. 93-110 [Persian]. #
Sinngh Rajdeep, Khanduja Dinesh. (2010). SERVQUAL and model of service quality gaps: a framework for determining and priotizing critical factors from faculty perspective in higher education", International Journal of Engieering Science and Technology, volum 2, number 7, pp: 3297-3304. #
Sirvanci, M. B. (2004). Critical issues for TQM implementation in higher education. TQM Mag. , 16(6), 382-386. #
Shahryaripour, R. Aminbeidokhti, A. Mohammadyfar, M, A. Kiani, k. (2016). Investigating the Status and Tendency of Migration of Students, at the University of Semnan. A Journal of Multidisciplinary Science and Technology. Volum 7, suppl 2, pp: 563-567. #
Spreng RA, Mackoy RD. (1996). An Empirical Examination of a Model of Perceived Service Quality and Satisfaction. J Retailing.72:201–214. #
Sung Minjung & Yang Sung-Un. (2008). Toward the Model of University Image: The Influence of Brand Personality, External Prestige, and Reputation. Journal of Public Relations Research: 20(4):357–376. #
Sureshchandar G.S., Rajendran C. & Anantharaman R.N. (2002). The Relationship between Service Quality and Customer Satisfaction -a Factor Specific Approach. Journal of Service Marketing. Vol. 16 (4), pp. 363-379.#
Tsinidou, M., Vassilis, G., & Panos, F. (2010). Evaluation of the factors that determine quality in higher education: An empirical study. Quality Assurance in Education, 18(3), 227-244. #
Tabarsa, G. A., Hasanvand Monfared, M., & Aref Nejad, M. (2013). The analysis and ranking process of factors affecting educational quality improvement (case study: Esfahan university). Journal of interdisciplines in human sciences, 4, 51-53 [Persian]. #
Telford, R., & Masson, R. (2005). The congruence of quality values in higher education. Quality Assurance in Education, 13(2), 107–119. #
Williams, J. (2011). Constructing consumption: what media representations reveal about today’s students.
Woodward, T. (2000). Using brand awareness and brand image in tourism channels of distribution, Journal of Vacation Marketing, 6(2), 119-130. #
Zafiropoulos, C. (2006). Students’ attitudes about educational service quality. Cyprus J Sci. , 4, 13-23. #
Zeiviar, F; Ziaei, M. S. and Nargesian, J. (2012). Investigation of the factors affecting customer satisfaction using SERVQUAL model.New marketing research, No 3, (6), pp. 186-173 [Persian]. #
Affric, G. (2007). Six Steps to Effective Evaluation, A handbook for programmers and project managers.#
Aghamollayi, T., Zare, Sh., & Abedini, S. (2006). Quality gap in educational services of students in Hormozgan University of Medical Sciences. Strides in Development of Medical Education, (2), 24-31[Persian].#
Allport, G. W. (1935). Attitudes. In C. M. Murchison (Ed.), Handbook of Social Psychology. Winchester, MA: Clark University Press.#
Alves, H., & Raposo, M. (2010). The influence of university image on student behavior. International Journal of Educational Management, 24 (1), 73-85.#
Arboni, F., Shoghli, AR., BadriPoshteh, S., & Mohajeri, M. (2008). The Investaging the Gap between Expectations and Provided Educational Services to Students in Zanjan University of Medical Sciences. The Journal of Medical Education Development, Volume 5, Issue 1, pp. 25-7[Persian]. #
Arpan, L.M., Raney, A.A., & Zivnuska, S. (2003). A cognitive approach to understanding university image. Corporate Communication: An International Journal, 8(2), 97-113. #
Arasli, H., Katircioglu, S.T., & Smadi, S.M. (2005). A comparison of service quality in the banking industry, some evidence from Turkish and Greek speaking areas in Cyprus. International Journal of Bank Marketing, Vol. 23, No.7, pp 508-526. #
Asthana, A. and Biggs, L. (2007), Students pay more but receive less, The Observer, 11 February. #
Aydin S, Ozer G. (2005). The Analysis of Antecedents of Customer Loyalty in Turkish Mobile Telecommunication Market. Eur. J. Mark.: 7/8: 910–925. #
Barnes, B. R. (2007). Analyzing service quality: The case of postgraduate Chinese students. Total Quality Management and Business Excellence. ; 18 (3-4):313-319. #
Baron, Angela (2011). Measuring Human Capital. Strategic HR Review, Vol. 10, No. 2, pp. 30-35. #
Bennett, R., & Ali-Choudhury, R. (2009). Prospective students’ perceptions of university brands: An empirical study. Journal of Marketing for Higher Education, 19 (1), 85-107. #
Bick, G., Jacobson, M., & Abratt, R. (2013). The effect of educational quality on the performance improvement. Journal of Marketing Management, 19(5), 835–855. #
Brown J, Dacin P. (1997). The Company and the Product: Corporate Associations and Consumer Product Responses. J. Mark. 61: 68–84. #
Curtis, T., Abratt, R., & Minor, W. (2009). Corporate brand management in higher education: the case of ERAU. Journal of Product and Brand Management, 18(6), 404–413. #
Chua, C. (2004). Perception of quality in higher education. Australia: AUQA Occasional Publication. #
De Jager, J. W., & Gbadamosi, G. (2009). Specific remedy for specific problem: measuring service quality in South African higher education. Higher Education, 60(3), 251–267. #
Dichter, E. (1985). What’s in an image? The Journal of Consumer Marketing, 2(1), 75–79. #
Douglas, J., McClelland, R. and Davies, J.,(2008), The Development of Conceptual Model of Student Satisfaction with Their Experience in Higher Education, Quality Assurance in Education, vol. 16, no. 1, pp. 19-35. #
Duarte, P.O., Alves, H.B, & Raposo, M.B. (2010). Understanding university image: A structural equation model approach. International Review on Public and Non-Profit Marketing, 7(4), 21-36. #
Faraji, A., Ramezani, A.A., & Azizi Fadafan, M. (2010). Evaluation criteria of customer satisfaction, according to the European Model for Quality Management (EFQM) in Zabol University of Medical Sciences in 1388. Journal Rostamineh Zabol University of Medical Sciences, (3), 44-51[Persian]. #
Farokhnezhad, K., Behrouzi, M., & Rahjoo, S., (2009). Planning of Improve the Quality: Internal Evaluation of the Department of Nursing, Bushehr University Medical Sciences. In Proceedings of the National Conference on Monitoring and Evaluation of Higher Education. (pp. 56-31). Volume 2, Shahid Beheshti University Publishers [Persian].#
Feizy, k. Tatari, s. (2004). Improve service quality in airline flights Islamic Republic of Iran (a survey Based on Quality of Service). Tourism Studies, No. 5, pp. 60-53 [Persian].#
Gbadamosi, G., & De Jager, J. (2009). What you see is what you get: service quality, tudents’ perceptions and satisfaction at South African universities. South Africa Journal of Higher Education, 23(5), 877–893. #
Ghalavandi, H, Beheshtirad, R., and ghalehi. A. (2012), Investigation of Quality of educational services Orumiyeh based on SERVQUAL model. Process management and development, No. 25, pp. 66-49. [Persian].#
Gitman, Lawrence J. & McDaniel, C. (2005). The future of business: the essentials. Mason, Ohio: South-Western. #
Green, T. (2015). A methodological review of structural equation modeling in higher education research. Studies in Higher Education, DOI: 10.1080/03075079.2015.1021670. #
Ham, Leugenia and Hayduk, Steven. (2003). Gaining Competitive Advantages in Higher Education the Gap between Expectations and Perceptions of Service Quality, Internation"al Journal of Value_Based Management, volum 16, number 3, pp: 223-242. #
Ham L. C. (2003). Service Quality, Customer Satisfaction, and Customer Behavioral Intentions in Higher Education", A Dissertation for the Degree of Doctor of Business. http://proquest.umi.com. #
Hatamifar, K., Kakojoibari, A A., & Sarmadi, MR., (2013). Studying Student Satisfaction of Student Services in Payame Noor University. Journal of Research and Planning in Higher Education, Issue 70, pp. 139-117 [Persian]. #
Hak Lee, J., Hyun-Duck, K., Yong Jae. K., & Michael, S. (2009). Journal of Retailing and Consumer Services, 16 (5). #
Hill Y., Lomas L. (2003). Student’s perceptions of quality in higher education. Quality Assurance Education. 11 (1), 15-20. #
Hosseini, M. H., & Farhady Nahad, R. (2013). Identifying measurement scales of university brand mental image. Educational Measurement Quarterly, 8, 109-134 [Persian]. #
Huddleston, T.J., & Karr, M.B. (1982). Assessing college image. College and university, 57(4), 364-370. #
Izadi, S., Salehi, E., & Gharehbaghi, M.M. (2008). Evaluation of student satisfaction according to EFQM model customer oriented criteria (Case study of Mazandaran University). Journal of Higher Education Association, (3), 19-53 [Persian]. #
Jafari, M, and Soltani, M. (2015).Investigation of Quality of educational services Orumiyeh based on SERVQUAL model satisfaction of the employees covered by insurance, by SERVQUAL Model.Police Organizational Development, No. 54, pp. 60 -50 [Persian]. #
James, R., Baldwin, G. and McInnis, C. (1999), Which University? The Factors Influencing the Choices of Prospective Undergraduates, Centre for the Study of Higher Education, University, Centre for the Study of Higher Education, University of Melbourne, Melbourne. #
Karimy, Y. (2001). Attitude and Attitude change. Tehran: Nashr-e-Virayesh Publication [Persian]. #
Kavousi, Z; Rahimi, H; Ghanbari, P; Haidar, l and bahmaniy, J. (2014). Investigation of Quality of educational services Orumiyeh based on SERVQUAL model the gap of quality educational services from the perspectives of students Shiraz University of Medical Sciences. Sadra Medical Sciences: Volume 2, Issue 2; pp. 72-161[Persian]. #
Kebriaei, A., & Roudbari, M., (2005). The Quality Gap in Educational Services Zahedan University of Medical Sciences: The Students' Views of the Present and Desirable Situation. Iranian Journal of Medical Education, Volume 5, Issue 1, pp.61-53[Persian]. #
Kennedy, S. H. (1977). Nurturing corporate image. European Journal of Marketing, 11(3), 120-164. #
Khan, H., & Matley, H. (2009). Implementing service excellence in higher education. Education and Training, 51(8/9), 769–780. #
Lewicka, D. (2011). Creating Innovative Attitudes in an Organisation Comparative Analysis of Tools Applied in IBM Poland and ZPAS Group. Vol. 1, No. 1, p1-12. #
Laura M., Arpan, Arthur A., Raney, Suzanne zivnuska. (2003) "A cognitive approach to understanding university iamge", Corporate Communication: An Internationak Journal, Vol, 8, No.2, pp.97-113. #
Mac Kalvf and Grmlr, (1999). The Validity of Use‟, 1997, Journal of Educational Psychology, vol. 52, no. 11, pp. 1218-1225. #
Maja, A.; Selma, K. & Muris, C. (2014). Students’ Perceptions about Role of Faculty and Administrative Staff in Business Education Service Quality Assessment. Trieste/Market, 26, 93-108. #
Manuel N. (2008). Customer perception of service quality at the business studies unit of the Durban University of Technology, Research project. #
Mirfakhroldini, S. H., Oliya, M.S., & Jamali, R. (2009). Reengineering quality management in higher education institutions (Case study: Yazd University graduate students).Quarterly Journal of Research and Planning in Higher Education, (53), 131-157 [Persian]. #
Moghimi, S M., & Ramezan, M., (2011). Bulletin Management (Volume 12). Tehran: Publications Rahdan [Persian]. #
Moogan, Y. J., Baron, S., & Bainbridge, S. (2001). Timings and trade-offs in the marketing of higher education courses: a conjoint approach. Marketing Intelligence & Planning, 19(3), 179–187. #
Mostafa, Mohamed M. (2006). A Comparison of SERVQUAL and I-P Analyzsis Measuring and Improving Service Quality in Egyptian Private Universities, Journal of Marketing for Higher Education ,volum16, number 2, pp: 83-104. #
Mueller, Ralph, O., (2011). The Basic Foundations Structural Equations Modeling: The Introduction of LISREL And EQS Software. Translation: Siavash Talepasand. Semnan: Semnan University. #
Munteanu, C., Ceobanu, C., Bobalca, C., & Anton, O. (2010). An analyses of customer satisfaction in a higher education context. International Journal of Public Sector Management, 23(2), 124–140. #
Naik CNK, Gantasala SB, Prabhakar GV. (2010). Servqual, Customer Satisfaction and Behavioural Intentions in Retailing European. Journal of Social Sciences. Volume 17, Number 2. #
Nordensvard, J. (2011). The consumer metaphor versus the citizen metaphor: different sets of roles for students. #
Oliveria, Jose De Otavio .(2009). Adaptation and application of the SERVQUAL scale in higher education. #
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consum er Perceptions of Service Quality. Journal of Retailing, 64 (1), 12-40. #
Peter, S., Michael, H. & Debra, H. (2000). Why do they leave, why dothey stay? Perception of service quality at a new university. ANZMAC: 1197-2000. #
Rastegar, A A., Mohammadi Hosseini, S A., & Dehghani Soltani, M., (2015). Image Credit Impact on The Attitudes Students about Increasing Educational Performance: The Role of moderator of The Quality of Education. Journal of Research and Planning in Higher Education, Volume 21, Issue 1, pp. 109-83[Persian]. #
Richard, E. & Adams J. N. (2006). Assessing college student perceptions of instructor customer service to student’s questionnaire: Assessment in higher education. J Assess Evalu High Educ.; 31 (5):535-49. #
Rowley, J. (2003), “Retention: rhetoric or realistic agendas for the future of higher education”, The International journal of Educational Management, Vol. 17 No.6, pp.248-53. #
Sahney S. D., Banwet K., & Karunes S. (2006) .An integrated framework for quality in education: Application of quality function deployment, interpretive structural modeling and path analysis, Total Quality Management; 17(2), 265-285. #
Saghaei, A., & Kavoosi, S. (2005). Customer Satisfaction Measurement Methods. Sabzan ublications, Tehran, Iran [Persian]. #
Samiei Zafarghandi, M. (2016). Relationship spiritual leadership in organizations with empowering of employee's .Journal of Managing Education in organizations. Vol 5, No 1, pp. 93-110 [Persian]. #
Sinngh Rajdeep, Khanduja Dinesh. (2010). SERVQUAL and model of service quality gaps: a framework for determining and priotizing critical factors from faculty perspective in higher education", International Journal of Engieering Science and Technology, volum 2, number 7, pp: 3297-3304. #
Sirvanci, M. B. (2004). Critical issues for TQM implementation in higher education. TQM Mag. , 16(6), 382-386. #
Shahryaripour, R. Aminbeidokhti, A. Mohammadyfar, M, A. Kiani, k. (2016). Investigating the Status and Tendency of Migration of Students, at the University of Semnan. A Journal of Multidisciplinary Science and Technology. Volum 7, suppl 2, pp: 563-567. #
Spreng RA, Mackoy RD. (1996). An Empirical Examination of a Model of Perceived Service Quality and Satisfaction. J Retailing.72:201–214. #
Sung Minjung & Yang Sung-Un. (2008). Toward the Model of University Image: The Influence of Brand Personality, External Prestige, and Reputation. Journal of Public Relations Research: 20(4):357–376. #
Sureshchandar G.S., Rajendran C. & Anantharaman R.N. (2002). The Relationship between Service Quality and Customer Satisfaction -a Factor Specific Approach. Journal of Service Marketing. Vol. 16 (4), pp. 363-379.#
Tsinidou, M., Vassilis, G., & Panos, F. (2010). Evaluation of the factors that determine quality in higher education: An empirical study. Quality Assurance in Education, 18(3), 227-244. #
Tabarsa, G. A., Hasanvand Monfared, M., & Aref Nejad, M. (2013). The analysis and ranking process of factors affecting educational quality improvement (case study: Esfahan university). Journal of interdisciplines in human sciences, 4, 51-53 [Persian]. #
Telford, R., & Masson, R. (2005). The congruence of quality values in higher education. Quality Assurance in Education, 13(2), 107–119. #
Williams, J. (2011). Constructing consumption: what media representations reveal about today’s students.
Woodward, T. (2000). Using brand awareness and brand image in tourism channels of distribution, Journal of Vacation Marketing, 6(2), 119-130. #
Zafiropoulos, C. (2006). Students’ attitudes about educational service quality. Cyprus J Sci. , 4, 13-23. #
Zeiviar, F; Ziaei, M. S. and Nargesian, J. (2012). Investigation of the factors affecting customer satisfaction using SERVQUAL model.New marketing research, No 3, (6), pp. 186-173 [Persian]. #