Service Quality, Institutional Image and Satisfaction : Can Drivers Student Loyalty?

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

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The Marketing of Higher Education: Managing Student Loyalty Based on Tuition Fee Policy and Service Quality

Jurnal Bisnis dan Manajemen ◽

10.24198/jbm.v19i2.195 ◽

2018 ◽

Vol 19 (2) ◽

pp. 101-108

Author(s):

Yunia Wardi ◽

Abror Abror ◽

Okki Trinanda

Keyword(s):

Higher Education ◽

Service Quality ◽

Student Loyalty ◽

Tuition Fee

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The Relationship of Brand Image and Service Quality on Student Loyalty of A University Shop

Jurnal Intelek ◽

10.24191/ji.v14i2.219 ◽

2019 ◽

Vol 14 (2) ◽

pp. 68-79

Author(s):

Saida Farhanah Sarkam ◽

Nurul Syafika Mohd Nasir ◽

Shatina Saad

Keyword(s):

Service Quality ◽

Brand Image ◽

University Management ◽

Small Companies ◽

Southern State ◽

Student Centered ◽

Student Loyalty ◽

The University ◽

Relationship Of ◽

The Relationship

The study aimed is to examine the relationship of brand image and service quality towards student loyaltyin purchasing at a university shop, namely UniShop, in the southern state of Malaysia. By understandingstudent loyalty, the university management might encourage students to shop at the UniShop and generaterevenues within the campus. The decreasing sales of UniShop are affected by a hypermarket located withinwalking distance to the university in August 2017. From the literature, the entrance of multinationalcompanies might affect the small companies surrounding them, including UniShop which is a smallenterprise. Thus, the research examined student loyalty in purchasing at UniShop by distributingquestionnaires to the students of the university. The researchers used proportionate stratified randomsampling to generalize the finding across all semester students in the university. The findings showed thatbrand image and service quality played an important role in student loyalty. Students were the maincustomers of a university shop, contributed most of the shop’s business sustainability, and generate indirectincome to the university. In order to maintain student loyalty, UniShop has to take some initiatives includingto increase the scale of products, focuses on student-centered services, improve the shop layout, and sellexclusive university merchandise to increase the student's self-belonging to the university products. Keywords: brand image, service quality, student loyalty, university shop

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A pragmatic model of student satisfaction: a viewpoint of private higher education

Quality Assurance in Education ◽

10.1108/qae-05-2017-0019 ◽

2019 ◽

Vol 27 (2) ◽

pp. 142-165 ◽

Cited By ~ 4

Author(s):

Abu Rashed Osman ◽

Ruswiati Surya Saputra

Keyword(s):

Higher Education ◽

Service Quality ◽

Student Satisfaction ◽

Private Universities ◽

Program Quality ◽

Private Higher Education ◽

Content Type ◽

Institutional Image ◽

Quality Program ◽

Grade One

Purpose The purpose of this paper is to investigate the relationship between service quality, program quality, institutional image and student satisfaction in the context of higher education. Additionally, the study attempts to describe the mediating impact of institutional image between service quality, program quality and student satisfaction. Design/methodology/approach The structural equation modeling was used to analyze the influence of mediating variable and hypotheses testing. The population of this study was fourth-year business students of nine “grade one” private universities in Bangladesh. Data (n = 310) were gathered from students pursuing studies at different private universities in Bangladesh. Findings The findings of this study revealed that image occupied full mediation role between service quality and student satisfaction. Furthermore, it also disclosed that the direct path of service quality and student satisfaction was not statistically significant. Practical implications These unique findings imply that academic authorities should nurture the institutional image and program quality rigorously to enhance student satisfaction. The findings of this study would benefit both practitioners and academics, especially in the perspective of Bangladesh private higher education. Originality/value Past researchers have examined the direct affiliation between service quality and student satisfaction. Hence, there is a deficiency of indirect link between service quality and student satisfaction. This study has incorporated image as a mediating variable to fulfill the deficiency in higher education.

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Pengaruh Kualitas Layanan dan Kepuasan Terhadap Loyalitas Mahasiswa (Studi Kasus Program Pascasarjana Fakultas Ekonomi dan Bisnis Universitas Airlangga)

Kelola Jurnal Manajemen Pendidikan ◽

10.24246/j.jk.2021.v8.i1.p103-109 ◽

2021 ◽

Vol 8 (1) ◽

pp. 103-109

Author(s):

Windasari Windasari ◽

Soedjarwo Soedjarwo ◽

Toho Cholik Mutohir

Keyword(s):

Higher Education ◽

Service Quality ◽

Student Satisfaction ◽

Structural Equation ◽

Analysis Data ◽

Organization Culture ◽

University Education ◽

Equation Modeling ◽

Academic Quality ◽

Student Loyalty

Higher education institutions need to reform the organization culture of a bureucratic university become a corporate university. Education will be oriented towards high academic quality, service quality, and as well as student satisfaction. The purposes of this study are to measure and determine the effect of service quality and satisfaction on student loyalty in higher education sector. Data collection technique is done by distributing questionnaires with 5-point likert scale. There are 151 students chosen using cluster random sampling. The validity test used factor analysis. Data analysis technique was done using Structural Equation Modeling (SEM) with the help of the AMOS version 21.0 program. The result of the research shows that service quality and satisfaction simultaneously affect student loyalty.

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THE INFLUENCE OF CORPORATE IMAGE, SERVICE QUALITY, PERCEIVED VALUE TOWARD STUDENT SATISFACTION AND STUDENT LOYALTY

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v9i2.1460 ◽

2018 ◽

Vol 9 (2) ◽

pp. 239

Author(s):

Gatri Lunarindiah

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Perceived Value ◽

Corporate Image ◽

Student Loyalty

Student satisfaction and student loyalty are important factors in business education. This research was conducted with the goal to test and analyze the influence of corporate image, service quality and perceived value on student satisfaction and student loyalty. The object of the sample is students of the Economics and Business Faculty of Trisakti University as many as 150 respondents and the analysis was done by using the method of Structural Equaton Model (SEM) producing conclusion that the corporate image, service quality and perceived value proved to be positive and significantly influential upon student satisfaction and service quality also proved to have a positively significant effect on student loyalty. There is a hypothesis that student satisfaction is not proven positively influencial upon student loyalty.

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Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

WIDYA MANAJEMEN ◽

10.32795/widyamanajemen.v2i1.546 ◽

2020 ◽

Vol 2 (1) ◽

pp. 10-27

Author(s):

Dewa Nyoman Benni Kusyana ◽

Putu Atim Purwaningrat ◽

Milla Permata Sunny

Keyword(s):

Higher Education ◽

Quality Of Service ◽

Service Quality ◽

Student Satisfaction ◽

Sampling Technique ◽

Simple Random Sampling ◽

Five Dimensions ◽

Student Loyalty ◽

Education Service

Quality of service plays an important role in the world of education, especially higher education, although there is still debate about the position of students as customers, but it is believed that the quality of service in higher education plays an important role in ensuring the survival of a university. The purpose of this study was to determine the effect of higher education service quality on the satisfaction and loyalty of FEBP UNHI students. The model of higher education service quality used in this study is HEdPERF which consists of five dimensions namely academic aspects, non-academic aspects, reputation, access, and program issues. The sample used was 119 students from management and accounting study programs with simple random sampling technique, and the analysis technique used was path analysis. The results obtained were (1) HEdPERF had a positive but not significant effect on student loyalty, (2) HEdPERF had a positive and significant effect on student satisfaction, (3) satisfaction had a positive and significant effect on student loyalty, and (4) satisfaction mediated the effect of HEdPERF on student loyalty.

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EMPIRICAL STUDY ON STUDENT SATISFACTION AS MEDIATOR BETWEEN SERVICE QUALITY AND STUDENT LOYALTY IN TVET HLIs

Journal of Critical Reviews ◽

10.31838/jcr.07.08.25 ◽

2020 ◽

Vol 7 (08) ◽

Keyword(s):

Empirical Study ◽

Service Quality ◽

Student Satisfaction ◽

Student Loyalty

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Improving the Services Quality of Educational Staff Based on Satisfaction and Loyalty Analysis of Nursing Students

Jurnal NERS ◽

10.20473/jn.v12i2.4628 ◽

2017 ◽

Vol 12 (2) ◽

pp. 164

Author(s):

Fresty Africia ◽

Stefanus Supriyanto ◽

Tiyas Kusumaningrum

Keyword(s):

Nursing Students ◽

Service Quality ◽

Student Satisfaction ◽

Perceived Quality ◽

Educational Institutions ◽

P Value ◽

Student Expectations ◽

Student Loyalty ◽

Educational Staff

Introduction: Educational staff services play a role in determining the quality of education. Service quality is able to provide satisfaction for students. Students who were satisfied with the perceived quality will develop student loyalty to the institution. The purpose of this study was to assess the effect of educational staff service quality with the satisfaction and loyalty of nursing students so that the educational institutions as service providers are able to provide the best service and survive in the midst of competition. Method: The study was an explanative survey with a cross-sectional design. Data collection was conducted using both quantitative (questionnaires) and qualitative (Focus Group discussion/FGD) methods. This study used proportional random sampling, with 110 students as samples. The variables in this research were customer expectations, perceived quality, student satisfaction and loyalty. The data was collected by a questionnaire and analyzed by linear regression, while FGD was conducted in two different groups (students and staff’s managers). Result: The result of the study explains the influence of student expectations on the perceived quality of the educational staff with a p-value = 0,002. There was no influence of student expectation on student satisfaction with a p-value = 0,156. The influence of the perceived quality of the educational staff towards student satisfaction had a p-value = 0,000. The influence of student satisfaction on student loyalty had a p-value = 0,000. Conclusion: The fulfilment of student expectations will have a positive impact on perceived quality. Furthermore, the positively perceived quality will create student satisfaction and student loyalty towards the educational institutions. For further research, it is suggested to examine the effect of satisfaction on student complaints.

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Issues and Challenges of Perceived Value and Service Quality on Student Loyalty among University Student in Malaysia

The Journal of Management Theory and Practice (JMTP) ◽

10.37231/jmtp.2021.2.1.81 ◽

2021 ◽

Vol 2 (1) ◽

pp. 26-29

Author(s):

Mohammed Shuaibu Badeggi ◽

Habsah Muda

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Perceived Value ◽

Research Area ◽

Higher Learning ◽

University Student ◽

Student Loyalty ◽

Conceptual Study ◽

Higher Institutions ◽

Institution Of Higher Learning

The conceptualization of issues patterning to student perceived value, service quality, loyalty and student satisfaction is a new mainstream approach for the institution of higher learning in Malaysia. These issues and challenges remain unobserved in past studies. Given the noteworthy of student dissatisfaction and disloyalty in universities, this conceptual study analyzes and discuss various issues as it influences higher institutions, student and highlight some facts with conclusions patterning to service quality. Implications and conclusions are presented and this paper will make some contributions in the respective research area on higher institutions.

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