Analysis of Importance and Performance Student Satisfaction, Student Loyalty, and Competitive Advantage Private Universities (original) (raw)

The Effect Of Total Service Quality And Private University Image Towards Satisfaction And University Student Loyalty By Feliks Anggia, Hotman Panjaitan

At a very high competitive conditions, companies are oriented on customer satisfaction alone is no longer reliable as a competitive advantage because the company has another party to do the same. Therefore, management must emphasize commitment to achieve the goal that gave a positive value on the image / corporate image and grow customer loyalty. Company needs to to measure the level of consumer satisfaction, in order to quickly find out what things of the products or services that make the consumer is not satisfied, and then find a solution so that consumers still have a sense of loyalty to the company. A research on "why customers run" found that most customers are running due to "nonchalance of manufacturers'

The Influence of Service Quality, Institutional Reputation, Students’ Satisfaction on Students’ Loyalty in Higher Education Institution

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...

Service quality and institutional reputation on student’s loyalty

Jurnal Konseling dan Pendidikan

This study highlights the effect of service quality and the reputation of private higher institutions in building student loyalty. This research uses a quantitative approach with a survey method. The research respondents were 185 students from PGRI Palembang University. Analysis techniques using variance-based structural equation models (SEM) SmartPLS. The results of the study indicate that the quality of service has a significant direct effect on reputation, not a significant direct effect on student loyalty. Institutional reputation 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 an influence relationship (antecedents) between service quality variables on student loyalty. These findings can help higher education institutions to make better strategic plans to increase student loyalty through improving th...

Impact of Service Quality, Satisfaction and Corporate Image on Loyalty: A Study of a Publicly Traded for-Profit University

SERVICES MARKETING QUARTERLY, 2019

This study aims at investigating whether the dimensions “service quality,” “satisfaction” and “corporate image” have a positive effect on the loyalty of students of a publicly traded for-profit university (PTFPU). The research was conducted at a university in the state of Rio de Janeiro, by application of a survey using a structured questionnaire with five Likert-type response options. The data were treated with structural equation modeling, based on partial least squares. The results indicate that service quality, student satisfaction and corporate image have a positive impact on the loyalty of the target PTFPU’s students.

Investigation on Mediating Role of Corporate Image of University on the Link Between Service Quality and Student Loyalty

Journal of critical reviews, 2020

To develop the county, technical and high skilled workers are in high demand by various industries. Align with this, the government has put high attention on main stream the technical education in Malaysia. In addition, the enrollment to in Technical and Vocational Education and Training (TVET) is expected to be increased as to support higher industry demand. The main purpose of this study is to empirically investigate the mediating role of Corporate Image of University (CIO) on the link between Service Quality (SQ) and Student Loyalty (SL) of Technical Higher Learning Institution (HLIs) in TVET sectors in Malaysia. The previous research discovered that student loyalty level is influenced by Service Quality and Corporate Image of Universities. The relationships between the constructs is positive. However, there is inadequate evidence on mediating effect of Corporate Image of University on the relationship between Servic e Quality and Student Loyalty in TVET Higher Education Institution (HLI). Convenience sampling was used to distribute the questionnaires to final year student from Universiti Kuala Lumpur. 398 of good questionnaires were analyzed by using Partial Least Square (PLS)-Structural Equation Modelling (SEM). The results shows that there is direct effect of Service Quality to Corporate Image of University and Student Loyalty. There is also direct effect of Corporate Image of University and Student Loyalty. Interestingly, there is also mediation effect of Corporate Image of University on the link between Service Quality and Student Loyalty.

Assessing the Causal Relationship of Service Quality and Corporate Image on Student Satisfaction and Loyalty among the Technical Universities Students

International Journal of Innovative Technology and Exploring Engineering

Past studies in various areas indicated that customer loyalty is very critical. For technical universities, student loyalty is crucial in this intense competitiveness market. The main purpose of this research is to investigate the causal relationship of service quality, corporate image and student’s satisfaction towards student loyalty. Scope of this research is technical universities in Malaysia. This research involved quantitative approach whereby survey questionnaires were used as instrument for data collection. 398 of returned questionnaires has been analyzed by using Partial Least Square (PLS)-Structural Equation Modeling (SEM). All exogenous constructs empirically found to have causal relationships with student loyalty. This study proved that student loyalty is influenced by service quality, corporate image of universities and student satisfaction.

Exploring private universities service quality in Kenya: A structural equation modeling technique

Journal of Social Sciences (COES&RJ-JSS) ISSN (E): 2305-9249 ISSN (P): 2305-9494, 2015

The Kenyan private higher education sub-sector is considered one of the fastest rising and as such, pivotal within the economy. Whereas achieving higher service quality is challenging among private universities, it is not easy to come up with extraordinary service delivery deliverables which will fully entice customers. Therefore, a university has to discern their customers well, and in turn, provide superior services in order to achieve significant customer satisfaction. The aim of the present research was to empirically investigate specific dimensions of service quality (SQ) that influence customer satisfaction with, service delivery in private universities and the consequent contribution towards internal customers’ satisfaction in a Kenyan context. One aspect emphasized is taking cognizant dimensions tested in intricate situations as well as the reality in a developing country which in itself is self-contradictory. The study employed an adapted HEdPERF survey type with higher education service quality attributes namely; non-academic, academic, reputation, access, programme issues and understanding aspects, and structural equation modelling (SEM). The fit of the HEdPERF model to the data gained through stratified random sampling from ‘internal customers’ – students and employees was checked using SEM. Results claimed that in respect to private higher education, not all HEdPERF SQ variables are significant to internal customers. Two dimensions of SQ were identified and have the greatest predictive power on internal customers’ satisfaction ratings with regard to the quality of service, and these were presented in model(s) to indicate their inter-relatedness in terms of service quality and customer satisfaction. This research presents significant insights towards better understanding of internal customers’ attitudes. Private universities will be able to design and improve their internal services and/or internal marketing strategies as per their consumers’ preferences in a different cultural context. Finally, the use of SEM in exploring the HEdPERF model is also a valuable contribution.

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.

Effect Of Marketing Mix, Service Quality, And University Image On Student Loyalty

Proceedings of the Proceedings of the 1st International Conference on Economics, Management, Accounting and Business, ICEMAB 2018, 8-9 October 2018, Medan, North Sumatra, Indonesia

This research aims to investigate the impact of the marketing mix, service quality, and university image on student's loyalty. The main purpose of the study is divided into three sub-goal of investigating the effect of the marketing mix on student's loyalty, investigates the effect of service quality on student's loyalty and investigates the influence of university image on student loyalty. Questionnaires were distributed to the students as much as 200 questionnaires using Likert scale, yet only 167 questionnaires are returned. To process the data is used SPSS version 21. The results showedmarketing mix variable, service quality, and university image and a significant positive effect on student loyalty.

Influence of the Quality Perceived of Service of a Higher Education Center on the Loyalty of Students

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...