scholarly journals Student loyalty based on relationship quality: an analysis on higher education institutions

2012 ◽  
Vol 9 (2) ◽  
pp. 26-46 ◽  
Author(s):  
Fábio Bergamo ◽  
Antonio Giuliani ◽  
Silvia Camargo ◽  
Felipe Zambaldi ◽  
Mateus Ponchio
Keyword(s):  
Higher Education ◽  
Relationship Quality ◽  
Higher Education Institutions ◽  
Student Loyalty

scholarly journals Mediating Influence of Satisfaction on Reputation, Relationship Benefits and Student Loyalty in Private Higher Education Institutions in Malaysia

2018 ◽  
pp. 409-416
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Private Higher Education ◽  
Primary Data ◽  
Future Research ◽  
University Management ◽  
Student Loyalty ◽  
Media Reputation ◽  
Private Higher Education Institutions ◽  
Relationship Benefits

Malaysian private higher education institutions are currently operating in a competitive education market. Their profitability and viability are being compromised by uncertain levels of student loyalty. Therefore, it is imperative for managers of private higher education institutions to be aware of the drivers of their students’ loyalty. This study aims to investigate the significant effects of reputation (university management, academic and media reputation) and relationship benefits on student loyalty in private higher education institutions in Malaysia and to determine the mediating effects of satisfaction on the aforementioned relationships. The methodology utilises primary data obtained from questionnaire administered to a sample of 400 students from several private higher education institutions using stratified random probability sampling. Multiple regression technique and mediation analyses were employed to analyse the data via SPSS statistical package. The results revealed that reputation and relationship benefits had significant effects on student loyalty. Empirical evidence concludes that university management and relationship benefits have significant effects on students’ loyalty, whilst academic and media reputation did not. Satisfaction was found to mediate the relationship between the independent variables and student loyalty. The study concludes with the discussion and implications, as well as limitations and suggestions for future research.

scholarly journals Which Matters More in Higher Education: Social Environment or Teaching Excellence? A Comparison Between Private and Public Universities

2021 ◽  
Vol 11 (1) ◽  
pp. 51-62
Author(s):  
Önder Kethüda
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Social Environment ◽  
Undergraduate Students ◽  
Structural Equation ◽  
Higher Education Institutions ◽  
Equation Modeling ◽  
Teaching Excellence ◽  
Student Loyalty ◽  
University Image

The competition among higher education institutions to attract and retain prospective students is constantly getting fiercer. Therefore, it is important to investigate the factors that affect student satisfaction, student loyalty, and perceived image of a university. This study aims to identify and compare the influence of social environment and teaching excellence provided to students on institutions' university image, student satisfaction, and student loyalty. The data were collected from 829 undergraduate students who were studying at 15 universities, five public and ten private, in Istanbul. The data were analyzed by Structural Equation Modeling. The hypotheses were tested by using path analysis in AMOS and Independent Sample t-Test in SPSS. The results provide evidence that both social environment and teaching excellence have a direct significant influence on the image of a university and student satisfaction, together with an indirect influence on student loyalty through university image and student satisfaction. Some suggestions for higher education institutions are made based on the differences between coefficients among variables.

scholarly journals Which Matters More in Higher Education: Social Environment or Teaching Excellence? A Comparison Between Private and Public Universities

2021 ◽  
Vol 11 ◽  
Author(s):  
Önder Kethüda
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Social Environment ◽  
Undergraduate Students ◽  
Structural Equation ◽  
Higher Education Institutions ◽  
Equation Modeling ◽  
Teaching Excellence ◽  
Student Loyalty ◽  
University Image

The competition among higher education institutions to attract and retain prospective students is constantly getting fiercer. Therefore, it is important to investigate the factors that affect student satisfaction, student loyalty, and perceived image of a university. This study aims to identify and compare the influence of social environment and teaching excellence provided to students on institutions' university image, student satisfaction, and student loyalty. The data were collected from 829 undergraduate students who were studying at 15 universities, 5 public and 10 private, in Istanbul. The data were analyzed by Structural Equation Modeling. The hypotheses were tested by using path analysis in AMOS and Independent Sample t-Test in SPSS. The results provide evidence that both social environment and teaching excellence have a direct significant influence on the image of a university and student satisfaction, together with an indirect influence on student loyalty through university image and student satisfaction. Some suggestions for higher education institutions are made based on the differences between coefficients among variables.

scholarly journals IMPROVING RELATIONSHIP QUALITY: A RELATIONAL MODEL OF INTERNAL MARKETING AND COMMITMENT TO CUSTOMER SERVICE IN HIGHER EDUCATION

2020 ◽  
Vol 8 (4) ◽  
pp. 55-68
Author(s):  
Yessy Artanti ◽  
Sri Hartini ◽  
Widyastuti ◽  
Nindria Untarini
Keyword(s):  
Higher Education ◽  
Relationship Quality ◽  
Customer Service ◽  
Service Sector ◽  
Higher Education Institutions ◽  
Internal Marketing ◽  
Internal Communication ◽  
Relational Model ◽  
Marketing Practice ◽  
And Training

Purpose: This study aims to the mediating effects of commitment to customer service on the internal marketing and relationship quality of higher education institutions. Internal marketing is accessed by internal communication and training. Methodology: The population of this research is the staff of the public service sector, especially employees in universities at Surabaya, East of Java, Indonesia. Researchers surveyed 220 employees in both private and public universities who have worked with a minimum period of 5 (five) years. These samples were selected by judgment sampling method and Path Analysis was employed to analyze data. Main Findings: Results identified internal communication and training influenced commitment to customer service which further influenced their relationship quality. Application of this study: Internal marketing practice is essential to explaining the commitment to customer service and relationship quality, especially in the higher education institutions. Novelty/Originality of this study: To the best, our knowledge is seen from testing the effects of internal marketing on two types of internal marketing outcomes and the selection of university as the object of study.

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