Exploring Perceived Service Quality, Perceived Value, and Repurchase Intention in Higher Education Using Structural Equation Modelling

Jasmina Dlačić*, Maja Arslanagić, Selma Kadić-Maglajlić, Suzana Marković, Sanja Raspor

*Corresponding author for this work

Research output: Contribution to journalJournal articleResearchpeer-review


The present study proposed and tested a conceptual model incorporating perceived service quality, customer-perceived value, and repurchase intention in a higher-education context. The main purpose was to empirically investigate the relationships between these concepts; thus, three hypotheses were postulated. Empirical data were collected among undergraduate students in Bosnia and Herzegovina and Croatia. A total of 735 cases were used to assess the overall fit of the proposed model and to test hypotheses using covariance-based structural equation modelling. The results support the proposed conceptual model, showing that perceived service quality and customer-perceived value have a positive and significant influence on repurchase intention, as well as that perceived service quality has a positive and significant impact on customer-perceived value. Therefore, the study contributes to the existing literature reporting the findings on quality and value in an educational context, with evidence from South Eastern Europe. Implications of the results are discussed, and recommendations for future research are made.

Original languageEnglish
JournalTotal Quality Management and Business Excellence
Issue number1-2
Pages (from-to)141-157
Number of pages17
Publication statusPublished - 2013
Externally publishedYes


  • Customer-perceived value
  • Higher education
  • Perceived service quality
  • Repurchase intention

Cite this