ERASMUS MOBILITY DECISION-MAKING PROCESS: DOES WEBSITE QUALITY MATTER?

The conducted research offers the findings of a comparative analysis of a questionnaire completed by incoming Erasmus+ students at two Slovenian and two Croatian universities. Based on the SERVQUAL model, the expectation and perception of Erasmus + incoming students was analysed through the following five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Focus of the research was on students’ perception of the presented information through two different channels: web site and International Office, while it also aimed at finding out whether the quality of the provided information reflects on the decision-making process. The results suggest that the student decision-making process does depend on the information provided by the institutional web site ; however, the results have also shown that students prefer receiving the information from the international officers due to their expertise and individual attention that fits the needs of incoming students.