TY - JOUR
T1 - Do Quality of Services and Institutional Image Impact Students’ Satisfaction and Loyalty in Higher Education?
AU - Masserini, Lucio
AU - Bini, Matilde
AU - Pratesi, Monica
N1 - Publisher Copyright:
© 2018, Springer Science+Business Media B.V., part of Springer Nature.
PY - 2019/11/1
Y1 - 2019/11/1
N2 - The objective of this study is to investigate whether the quality of educational services and the university’s institutional image influence students’ overall satisfaction with their university experience as well as the possible consequences of these relationships on students’ loyalty. In particular, in today’s increasingly competitive higher education environment, such concepts have become of strategic concern in both public and private universities. To explain the complex system of relationships among these constructs, several hypotheses were formulated and tested through a structural equation model. Data were collected through a web questionnaire handed out to 14,870 students enrolled at the University of Pisa. The results provide valuable insight and show that teaching and lectures and teaching and course organization are the main determinants of students’ satisfaction and students’ loyalty among the more academic components of the educational service. Furthermore, the crucial role played by university image is worth noting, both for its direct and indirect effects on students’ satisfaction as well as on students’ loyalty and on teaching and lectures.
AB - The objective of this study is to investigate whether the quality of educational services and the university’s institutional image influence students’ overall satisfaction with their university experience as well as the possible consequences of these relationships on students’ loyalty. In particular, in today’s increasingly competitive higher education environment, such concepts have become of strategic concern in both public and private universities. To explain the complex system of relationships among these constructs, several hypotheses were formulated and tested through a structural equation model. Data were collected through a web questionnaire handed out to 14,870 students enrolled at the University of Pisa. The results provide valuable insight and show that teaching and lectures and teaching and course organization are the main determinants of students’ satisfaction and students’ loyalty among the more academic components of the educational service. Furthermore, the crucial role played by university image is worth noting, both for its direct and indirect effects on students’ satisfaction as well as on students’ loyalty and on teaching and lectures.
KW - Latent variables
KW - Quality of educational services
KW - Structural equation model
KW - Students’ satisfaction
KW - University image
UR - http://www.scopus.com/inward/record.url?scp=85047151051&partnerID=8YFLogxK
U2 - 10.1007/s11205-018-1927-y
DO - 10.1007/s11205-018-1927-y
M3 - Artículo
AN - SCOPUS:85047151051
SN - 0303-8300
VL - 146
SP - 91
EP - 115
JO - Social Indicators Research
JF - Social Indicators Research
IS - 1-2
ER -