A conceptual model development of the impact of higher education service quality in guaranteeing edu-tourists' satisfaction and behavioral intentions

Rahimizhian S., Avci T., Eluwole K. K.

Journal of Public Affairs, vol.20, no.3, 2020 (ESCI) identifier

  • Publication Type: Article / Article
  • Volume: 20 Issue: 3
  • Publication Date: 2020
  • Doi Number: 10.1002/pa.2085
  • Journal Name: Journal of Public Affairs
  • Journal Indexes: Emerging Sources Citation Index (ESCI), Scopus, Academic Search Premier, IBZ Online, International Bibliography of Social Sciences, ABI/INFORM, Business Source Elite, Business Source Premier, Communication & Mass Media Index, PAIS International, Political Science Complete, Public Affairs Index, Sociological abstracts
  • Istanbul Gelisim University Affiliated: Yes

Abstract

This conceptual study proposed that university service quality is of significant influence in guaranteeing education tourist's (edu-tourist) satisfaction, recommendation intention, and repurchase intention. The study considers the universities as tourism markets that attract edu-tourists and put forward that the level of service quality provided by institutions can influence on the satisfaction of edu-tourist and their post-behavioral intention in an educational tourism context. This paper analyzed several previous studies and discussed service quality factors affecting edu-tourist's satisfaction and behavioral intentions using various databases such as social sciences and psychology. The theoretical framework of the means-end approach was used to evaluate service quality dimensions. The findings revealed the most significant factors affecting edu-tourist's perception of service quality, satisfaction, and behavioral intentions. Overall, the campus facilities perceived to be the most prominent factor in satisfying edu-tourists. Recommendations for future research relating the crucial determinants of service quality in influencing consumers' behavior are discussed.