Article2019

Achieving Student Satisfaction and Student Loyalty in Higher Education: A Focus on Service Value Dimensions

68 citations0/0 files storedServices Marketing Quarterly

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Abstract

Service value has received a great deal of attention in recent marketing literature because of its multidimensional nature and its ultimate impact on customer’s satisfaction, behavioral loyalty, and ultimately, firm performance. The present study attempts to explore the value dimensions in higher educational services parlance and subsequently analyses the impact of these dimensions on student satisfaction and student loyalty. The results indicate functional value, customer intimacy, service quality, appurtenant value, image, and social value as the dimensions of service value. This study supports the notion that institutes providing higher education can achieve competitive advantage by focusing on service value.

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References

1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1992Measuring Service Quality: A Reexamination and Extension 1999Whence Consumer Loyalty?2001Consumer perceived value: The development of a multiple item scale 1994What Matters in College? Four Critical Years Revisited.1993The Antecedents and Consequences of Customer Satisfaction for Firms 1991A Multistage Model of Customers' Assessments of Service Quality and Value 1982An Investigation into the Determinants of Customer Satisfaction

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2023The Technology Interface and Student Engagement Are Significant Stimuli in Sustainable Student Satisfaction 2021The role of university switching costs, perceived service quality, perceived university image and student satisfaction in shaping student loyalty 2021The effect of service quality on behavioural intention: the mediating role of student satisfaction and switching barriers in private universities 2021Promotion of Perceived Service Quality Through Employee Training and Empowerment: The Mediating Role of Employee Motivation and Internal Communication

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