THE INFLUENCE OF CORPORATE IMAGE, SERVICE QUALITY, PERCEIVED VALUE TOWARD STUDENT SATISFACTION AND 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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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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Measuring the Effect of Service Quality and Corporate Image on Student Satisfaction and Loyalty in Higher Learning Institutes of Technical and Vocational Education and Training

International Journal of Engineering and Advanced Technology - Regular Issue ◽

10.35940/ijeat.e1077.0585c19 ◽

2019 ◽

Vol 8 (5C) ◽

pp. 533-538

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Structural Model ◽

Measurement Model ◽

Corporate Image ◽

Higher Learning ◽

Vocational Education And Training ◽

Future Research ◽

Direct Effects ◽

Student Loyalty

The 11th Malaysia Plan has emphasized that TVET HLIs is expected to increase the number of enrolment, improve quantity and quality of graduate to meet industry demand. However, in a competitive higher learning industry, previous researches revealed that TVET HLIs are facing challenges such as service quality and corporate image that potentially effect student satisfaction and loyalty. The main objective of this research is to measure the effects of service quality and corporate image on student satisfaction and loyalty. Stimulus- OrganismResponse (SOR) model was adapted in conceptualizing the relationship between the constructs. The scope of study is focus on student from TVET HLIs which is Universiti Kuala Lumpur (UniKL). This study adapted quantitative method whereby questionnaires was used as instrument for data collection. 398 data were collected and analyzed using PLS-SEM. The measurement model indicated that the measurement items are reliable and valid. The structural model indicates that there is a significance and direct effects of service quality and corporate image on student satisfaction and student loyalty. In addition, student satisfaction also has significance and direct effects on student loyalty. In the future research, it is suggest to extend the scope to other TVET HLIs and public HLIs.

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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 - Special Issue ◽

10.35940/ijitee.c9223.019320 ◽

2020 ◽

Vol 9 (3) ◽

pp. 2417-2421

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Causal Relationship ◽

Structural Equation ◽

Corporate Image ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Student Loyalty ◽

Relationship Of

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.

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A Study on Factors Affecting on Customer Intention to Use the Express Bus

VNU Journal of Science Economics and Business ◽

10.25073/2588-1108/vnueab.4167 ◽

2018 ◽

Vol 34 (5E) ◽

Author(s):

Phuong Nguyen Van ◽

Hieu Trung Nguyen ◽

Toan Bao Le

Keyword(s):

Local Government ◽

Service Quality ◽

Behavioral Intention ◽

Structural Equation ◽

Perceived Value ◽

Equation Model ◽

Corporate Image ◽

Organizational Image ◽

Factors Affecting ◽

Managerial Implications

The improvement of transit service quality is an essential role in developing urban and interstate transportation. The local government, as well as bus service companies, should understand the behavioral intention of passengers to meet their expectation and requirements. This paper aims to highlight such behavioral decision and investigate dominant factors that influence the customers’ decision to use the express bus. The study explores the case of express bus companies in Tay Ninh province, Vietnam. By using the structural equation model approach to analyze the data collected from 295 passengers, who have experienced in using the express bus, the results reveal that service quality has a significantly positive relationship with both perceived value and corporate image. Specifically, customer satisfaction and organizational image also positively influence behavioral intention. Meanwhile, service quality indirectly affects on behavioral intention throughout perceived value and corporate image. Based on the findings, we provided some insightful managerial implications and recommendations to managers of bus carriers, and valuable practical suggestions to policymakers in the local government of Tay Ninh province to improve the service quality to encourage more citizens to use the express bus.

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Mobile communications: a comprehensive hierarchical modelling approach

Asia Pacific Journal of Marketing and Logistics ◽

10.1108/apjml-04-2013-0040 ◽

2014 ◽

Vol 26 (1) ◽

pp. 114-146 ◽

Cited By ~ 28

Author(s):

Michael Daniel Clemes ◽

Xin Shu ◽

Christopher Gan

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Mobile Communications ◽

Switching Costs ◽

Important Determinant ◽

Perceived Value ◽

Corporate Image ◽

Content Type ◽

Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

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The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments

Asia Pacific Journal of Marketing and Logistics ◽

10.1108/apjml-03-2014-0049 ◽

2014 ◽

Vol 26 (4) ◽

pp. 540-565 ◽

Cited By ~ 54

Author(s):

Hung-Che Wu

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Behavioral Intentions ◽

Perceived Value ◽

Corporate Image ◽

Gaming Industry ◽

Content Type ◽

Perceived Service Quality ◽

Multi Level ◽

Main Determinants

Purpose – The purpose of this paper is to identify the dimensions of service quality and examining the interrelationships among behavioral intentions, customer satisfaction, perceived value, corporate image and service quality in the gaming industry. A multi-level and hierarchical model is used as a framework to synthesize the effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions of customers in the gaming industry. Design/methodology/approach – The data used in this study were based on a sample of 470 at a newly built casino in Macau. Data were analyzed using exploratory factor analysis and regression analysis. Findings – The findings support using a multi-level model consisting of three primary dimensions and ten sub-dimensions to conceptualize and measure perceived service quality. Perceived service quality significantly influences perceived value and corporate image, respectively. In addition, perceived value and corporate image are main determinants of customer satisfaction. Also, customer satisfaction and corporate image significantly affect behavioral intentions. Originality/value – This is the first study synthesizing behavioral intentions, customer satisfaction, perceived value, corporate image and perceived service quality in a Macau casino setting.

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THE CONSUMER BEHAVIOR TOWARD ONLINE TRAVELLING AGENCY (OTA): EVIDENCE FROM INDONESIA

International Journal of Tourism & Hospitality Reviews ◽

10.18510/ijthr.2020.713 ◽

2020 ◽

Vol 7 (1) ◽

pp. 20-29

Author(s):

Hilarius Bambang Winarko ◽

Asmaul Husna

Keyword(s):

Consumer Behavior ◽

Customer Satisfaction ◽

Service Quality ◽

Brand Loyalty ◽

Statistical Tests ◽

Perceived Value ◽

Corporate Image ◽

Factors Affecting ◽

Customer Expectation ◽

Online Travel

Purpose of the study: This study aims to examine five proposed research models and understand the factors affecting customer expectation, service quality, perceived value, customer satisfaction, and brand loyalty in Online Travel Agent (OTA) companies. This study also evaluates the general feelings of the customers whether they feel satisfied or not with OTA products and/or services. Methodology: The research method of this study used a quantitative approach and analyzed the acquired data by using single and multiple linear regression techniques. The service quality, customer expectation, corporate image, perceived value, customer satisfaction, known as predictor variables that affect the dependent variable of brand loyalty. Main Findings: From the statistical tests conducted in this study, it reveals that only one out of all eleven hypotheses were not accepted. Surprisingly it reveals that the customers keep purchase hotel and/or flight tickets from online travel booking sites no matter its service quality. Customer satisfaction and corporate image were influenced more significantly rather than its service quality. Implication: This study evaluates all customers past purchasing behaviors of the hotel and/or flight tickets purchased through OTA, and the result was valid, thus it can be used to reflect on how Indonesian OTA’s products and services may improve the customer satisfaction through their marketing program in the future. Novelty/Originality of this study: There have been problems that might found in Indonesian OTAs that may lower its customer satisfaction level toward the traveling industry. However, there was only a limited number of OTA research studies conducted for the Indonesia market to understand its online consumer behavior. Therefore this study was conducted to explore the plausible factors that cause the problem.

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Encouraging consumer loyalty: the role of family business in hospitality

Journal of Family Business Management ◽

10.1108/jfbm-10-2021-0134 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Cláudia Miranda Veloso ◽

Daniela Magalhães ◽

Bruno Barbosa Sousa ◽

Cicero Eduardo Walter ◽

Marco Valeri

Keyword(s):

Service Quality ◽

Family Business ◽

Structural Equation ◽

Perceived Value ◽

Structural Equations ◽

Family Businesses ◽

Corporate Image ◽

Consumer Loyalty ◽

Content Type ◽

Guest Satisfaction

PurposeThe aim of this paper is to understand the importance of consumer loyalty in the specific context of Hotel Family Business. This study proposes a conceptual model to examine how perceived service quality and corporate social responsibility (SCR) influence guest satisfaction and loyalty, and also how they relate to corporate image, perceived value and price.Design/methodology/approachThrough the structural equation model (SEM), a research model was proposed to examine SQ and CSR affect satisfaction and loyalty to the Douro Family Hotel and also, how they interact with corporate image, perceived value and price. The main purpose is to analyse the drivers of guest loyalty and its importance for the development and sustainability of family hotels in Douro (Portugal).FindingsThe results of the study indicate that CSR and SQ perceived by the guest have a direct and positive effect on guest satisfaction and loyalty to Douro family hotels. These variables are also determinants of the perceived value, corporate image and price.Research limitations/implicationsThe sample is restricted and obtained by the convenience technique, but with sufficient size for the application of the structural equations model. However, the results obtained cannot be generalised to all hotels or contexts, as they only reflect information on family hotels in the Douro.Practical implicationsFamily businesses are a substantial share of the European economy, from the industrial sector to the services industry, including also hospitality. In Portugal, family businesses likewise play a key role, both in terms of wealth creation and job creation.Originality/valueThese findings provide knowledge to family hotels on how they should implement a CSR policy that promotes service quality, corporate image and guest satisfaction, and therefore their loyalty and the competitiveness of the family hotel business.

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Higher education service quality, student satisfaction and loyalty

Quality Assurance in Education ◽

10.1108/qae-01-2019-0003 ◽

2019 ◽

Vol 27 (4) ◽

pp. 427-445 ◽

Cited By ~ 5

Author(s):

Viraiyan Teeroovengadum ◽

Robin Nunkoo ◽

Christian Gronroos ◽

T.J. Kamalanabhan ◽

Ashley Keshwar Seebaluck

Keyword(s):

Higher Education ◽

Service Quality ◽

Student Satisfaction ◽

Structural Model ◽

Perceived Value ◽

Second Order ◽

Equation Modeling ◽

Content Type ◽

Education Service ◽

Order Factor

Purpose The purpose of this study is to validate the higher education service quality (HESQUAL) scale using a confirmatory approach and test an improved structural model that predicts student loyalty from image, perceived value, satisfaction and service quality. In addition to validating the HESQUAL scale using a confirmatory approach, two other main limitations in the extant literature are addressed. Design/methodology/approach The model is tested using data collected from 501 students enrolled in different higher education institutions in Mauritius. A two-stage approach to structural equation modeling is used whereby the measurement model is first tested using confirmatory factor analysis and followed by the assessment of the structural model. Findings Importantly, 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 however are significant predictors of image and perceived value. The study uses a comprehensive measure of service quality and demonstrates that it is worthwhile to consider functional service quality as higher-order model and clearly distinguish between functional and technical quality, as both the technical and functional aspects play an important role in shaping students’ perceptions and behaviors. Originality/value First, in the existing literature, service quality has not been considered as a second-order factor model in structural models of student satisfaction and loyalty, thus lacking either precision or parsimony. Second, the transformative quality aspect of higher education has been largely neglected in previous research testing such predictive models. The model delineates service quality into the functional and transformative (technical) aspects and treats functional service quality as a second-order factor comprising nine sub-dimensions.

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A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective

IIM Kozhikode Society & Management Review ◽

10.1177/2277975218812952 ◽

2019 ◽

Vol 8 (1) ◽

pp. 50-59

Author(s):

Ajimon George ◽

Jobin Sahadevan

Keyword(s):

Health Care ◽

Service Quality ◽

Perceived Value ◽

Hospital Management ◽

Corporate Image ◽

Health Care Market ◽

Price Fairness ◽

Patient Loyalty ◽

Perceived Price ◽

Perceived Price Fairness

As the health care sector in India is becoming more and more competitive, researchers and practitioners are getting increasingly interested in exploring how post-purchase behaviour of patients can be managed and high level of patient loyalty can be ensured. Patient loyalty has gained immense importance in health care service sector in India because of the drastic changes that have taken place in health care market in the last two decades. Today, the health care market is characterized by intense competition and specialization. Hospital management is increasingly recognizing the need to focus on patient loyalty as a means to achieve profitability and also to improve their competitive position. In this article, we theoretically explore the relationship of the antecedents of patient loyalty (service quality, perceived value, corporate image and perceived price fairness) and its outcomes (patients’ satisfaction and patient loyalty). The outcome of this research is a conceptualization of antecedents of patients’ loyalty in the context of health care supported by research propositions based on the existing literature. The article contributes to the existing literature a hypothesized model that permits the examination of consumer behavioural procedures with regard to service quality, perceived value, perceived price fairness, corporate image, patient satisfaction and patient loyalty. Exploring these processes through empirical studies in future will provide new insights, which will help hospital management retain existing customers and attract new customers.

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