How Do Students Evaluate Quality of MBA Programs in Egypt? The Role of Student’s Experience as a Mediator between Programs Perceived Service Quality and Satisfaction: A Comparative Study between Public and Private University

In business education world, MBA programs have been playing an essential role for enhancing human resources knowledge and skills in most countries. Thus, examining the education perceived quality dimensions that have an effect on student satisfaction and loyalty to these programs in Egypt is an essential research question for this field. Since customer experience based strategies provide a superior competitive advantage, the current research aims to study the role of students' experience as a mediator between MBA programs perceived quality dimensions and student satisfaction and loyalty. The educational service quality dimensions which used are advisory services, curriculum, teaching quality, facilities and tuition costs. The study compared between MBA programs offered by Alexandria University as a public university and program offered by Arab Academy for Science and Technology as a private university in Egypt. Data were collected using a survey method using simple random sample of students from the two universities (the total valid responses are 403) SEM ve-r.23 were used to analyzeresearch data. The results show that-students are satisfied with the quality of services provided by both universities. In AAST, curriculum, teaching quality, and facilities affect students’ experience explaining 66.-4% of the variance, but in Alexandria University, curriculum, teaching quality only affect student’s experience explaining 53% of variance Using Bootstrapping tecnique, to test mediation effect, for AAST, results show that students’ experience mediates the relationship between curriculum, teaching quality, facilityesand student satisfaction. But for Alex. University, students’ experience mediates the relationship between advising, teaching quality, tuition costs and student satisfaction.