The effects of service quality on student loyalty: the mediating role of student satisfaction (original) (raw)
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Effect of Service Quality Toward Student Satisfaction and Loyalty in Higher Education
The Journal of Asian Finance, Economics and Business
This study analyzes the effect of quality of services provided to the students' in relation to their satisfaction and loyalty. Respondents in this study were seventh semester students of Universitas Muslim Nusantara Al-Washliyah, the total number of students was 312. Data analysis techniques in this study used was SEM (Structural Equation Modeling) using the SmartPLS program. The results showed that students' satisfaction significantly mediated the correlation between academics and students' loyalty, between non-academic and students' loyalty, between reputation and students' loyalty, and between campus access and students' loyalty; on the other hand, students' satisfaction was not significant in mediating the correlation between program issues and students' loyalty. The findings suggest that it is necessary to improve the quality of lecturers to improve students' academic abilities and communication skills. As far as non-academic aspects are concerned, conducting training and development efforts and increasing awareness programs for administrative staff is important. For the reputation aspect, to carry out several marketing campaigns which predict to have an effect upon students in building positive perceptions of campus has to be executed as well. Meanwhile for access aspect, it should be made certain that every student can have direct access to staff employees, and it is necessary to improve dimensions which can increase students' satisfaction so that students are convinced of their choice of campus and then they are likely to recommend their chosen university and spread positive things about their institutions.
The Effect of Service Quality Dimensions on Student’s Satisfaction and Loyalty
ABAC Journal, 2021
The aim of this paper was to examine the effects of service quality dimensions on student satisfaction, service quality dimensions on student loyalty, and student satisfaction on loyalty. A quantitative approach was applied in this research, with data collected via questionnaire. Respondents were chosen using a convenience sampling technique among the students of Nong Lam University, Vietnam. The sample included 1825 participants who voluntarily completed the survey. Descriptive statistics were used to describe the respondent profile. A structural equation model analysis was applied to test nine suggested hypotheses. The outcomes revealed that student satisfaction was significantly affected by reputation, access, academic, and administrative dimensions. Student loyalty was directly inspired by academic, reputation, and administrative dimensions. However, there was no significant effect of satisfaction on loyalty.
The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study
Journal of Social Studies Education Research, 2018
The aim of this research is to examine the influence of service quality on student satisfaction and student loyalty at higher education institutions in Riau Province. The samples include 1,000 students from 13 universities and colleges in Riau Province. The exogenous variable is service quality while the endogenous variables are student satisfaction and student loyalty. Analytical tool used in this study were Structural Equation Modeling (SEM) and Analysis of Variance (ANOVA) along with SPSS21 and AMOS 21. The result indicated a significant positive influence of service quality towards student satisfaction and significant positive influence on student satisfaction towards student loyalty. Nevertheless, there is no significant and positive influence on the relationship between service quality and student loyalty.
Student loyalty through perceived service quality and satisfaction
Advances in Social Sciences Research Journal
Student loyalty has become an important determinant of the success of Universities aiming to retain students and attract them back for postgraduate studies. To explain how student loyalty could be generated by examining the sequence of constructs: student perceived service quality, student satisfaction, and student loyalty and to identify the crucial determinants of student perceived service quality, we hypothesize that satisfaction plays an important role in linking service quality to loyalty. Using a sample of 177 students enrolled in a Lebanese University, our empirical study examines the relationship among student perceived service quality, student satisfaction, and student loyalty and identifies the important determinants of student perceived service quality. Our findings suggest that students must be satisfied with the service quality to demonstrate loyalty to their educational institution. The findings also conclude that the quality of curriculum is the most important determinant of student perceived service quality.
International Journal for Educational and Vocational Studies, 2019
Research highlights the influence of service quality, institutional reputation, student satisfaction in building student loyalty. Quantitative approach was used with a survey method. The research respondents were 185 students from PGRI University Palembang. Analysis techniques using variance-based structural equation models (SEM) SmartPLS. The results of the study shows that service quality has a significant effect on reputation and student satisfaction, but service quality and student satisfaction have no significant effect on student loyalty. On the contrary, the reputation of an institution has a very significant direct effect on loyalty. Student service quality has a significant indirect effect on student loyalty through the reputation of the institution, this implies that the reputation of the institution carries a relative influence relationship between service quality on student loyalty. These findings can help higher education institutions to make better strategic plans to i...
Frontiers in Psychology, 2021
The aim of this research is to validate the explanatory model of how the quality of service perceived by students of a higher education center influences their loyalty (retaining and attracting new students) through mediating variables: perceived value, expectations, and satisfaction. The methodology used to validate the measurement scales is exploratory, and confirmatory factor analysis and the structural equation modeling (SEM) technique are applied to analyze the causal relationships proposed in the model. The results show that the key variables to improve student's loyalty to the center are the quality of the service provided and the satisfaction perceived by the students. Both variables are postulated as a major source of competitive advantages. It is also observed that service quality is one of the three key variables to achieve student's satisfaction together with expectations and perceived value. This research and its results allow us to understand the relationship b...
Quality Assurance in Education, 2019
The study validates the higher education service quality (HESQUAL) scale using a confirmatory approach and tests an improved structural model that predicts student loyalty from image, perceived value, satisfaction, and service quality. The model delineates service quality into the functional and transformative (technical) aspects and treats functional service quality as a second-order factor comprising of nine sub-dimensions. The model is tested using data collected from 501 students enrolled in different higher education institutions in Mauritius. Results indicate that student satisfaction is influenced by technical service quality, image, and perceived value, but not by functional service quality. Both dimensions of service quality are significant predictors of image and perceived value. Theoretically, the study uses a comprehensive measure of service quality and demonstrates that it is worthwhile to consider functional service quality as higher-order model. Furthermore, the study distinguishes between functional and technical quality given their importance in shaping students' perceptions and behaviors.
The Effect Of Academic Service Quality On Satisfaction And Loyalty Of Students University
Jurnal Ecodemica: Jurnal Ekonomi, Manajemen, dan Bisnis
Penelitian ini bertujuan untuk mengetahui faktor-faktor Service Quality akademik dan menganalisis hubungan Service Quality akademik dengan kepuasan dan loyalitas mahasiswa di Universitas Bina Bangsa. Ini adalah penelitian penjelasan dengan populasi mahasiswa semester Ganjil Universitas Bina Bangsa, tahun akademik 2018/2019. Sampel penelitian menggunakan purposive sampling dengan total 200 responden. Data dianalisis dengan Equation Model Structure (SEM) yang terdiri dari model pengukuran dan model struktural. Dari hasil penelitian dapat disimpulkan bahwa peningkatan System Quality akan dapat mempengaruhi kepuasan siswa tetapi belum tentu dapat meningkatkan loyalitas siswa secara langsung. Secara tidak langsung melalui kepuasan siswa, loyalitas siswa dapat ditingkatkan melalui System Quality. Meningkatkan Information Quality baik secara langsung maupun tidak langsung dapat mempengaruhi kepuasan dan loyalitas siswa. Service Quality di perguruan tinggi menjadi sangat penting dalam meningkatkan kepuasan dan loyalitas siswa.
Journal of critical reviews, 2020
Recent studies discovered that there is a direct relationship between service quality and loyalty. However, very limited studies in the context of higher TVET and furthermore the investigation of mediation effect between the two constructs. The purpose of this research is to investigate the mediating effect of student satisfaction on the relationship between service quality and student loyalty in the context of higher TVET. This is quantitative method of research applying survey questionnaire for data collection. Based on purposive sampling, 431 questionnaires have been distributed to ten TVET HLIs. 398 of completed questionnaires have been analyzed using Smart PLS 3.0. The PLS-SEM analysis shows that there is a direct and significant relationship between the service quality and student loyalty. Mediating test has been conducted and it is discovered that, there is a partial mediation of student satisfaction between service quality and loyalty. Further research work is suggested to e...
Petra International Journal of Business Studies, 2020
This research aims to analyze the significant influence of quality academic services to student loyalty with student satisfaction and organizational performance as intervening. The sample in this study as many as 40 people, data collection using questionnaires, and then analyzed with SEM PLS using smart software PLS 3.0. Based on the results of the analysis show that the quality of academic services has an effect on student loyalty with a statistical t-value of 2.532, the quality of academic services has no effect on organizational performance with a statistical value of 0.026, the quality of academic services has an effect on student satisfaction with a value of 1.988 statistics, student satisfaction has an effect on organizational performance with a t-value of 1.891, student satisfaction has no effect on student loyalty with a statistical t-value of 0.370, organizational performance influences student loyalty with a statistical T value of 8.380, student satisfaction does not media...