Competitiveness of Higher Education Institutions in Hong Kong: The Mediating Effect of Student Satisfaction, School Image and Student Loyalty

Tong, Canon; Wong, Anthony; Woo, Arison

doi:10.9734/bjemt/2016/23422

Cited by 6 publications

(2 citation statements)

References 92 publications

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“…Student loyalty does not seem to depend on student satisfaction with the received educational service and the university that provides it, but on the student relationship with the university providing educational services. It is true that student satisfaction may be an outcome of that relationship, but only one outcome (Annamdevula, 2017; Bitner, 1990; Caruana, 2002; Cronin et al , 2000; Mosahab et al , 2010; Ng, 2018; Parasuraman et al , 1985, 1988; Pedro et al , 2018; Snijders et al , 2018; Tong et al , 2018). This study examines the role of two relational variables, trust and commitment, which may constitute the main drivers of student loyalty.…”

Section: Introductionmentioning

confidence: 99%

Explaining university student loyalty: theory, method, and empirical research in Chile

Gallegos

Vásquez

2019

ARLA

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Purpose The purpose of this paper is to explain student loyalty beyond its customary relationship with student satisfaction by including two relational variables, trust and commitment, two cognitive traits (service familiarity and communication) and one affective trait (opportunism) as moderators of the impact of trust and commitment on loyalty. Design/methodology/approach Two relational constructs (trust and commitment) are employed to improve the loyalty model and key comparisons are performed to know if career, cohort and sourcing school generate differences in the explanation of student loyalty. Findings Results show that the explanation chain that starts with student satisfaction but continues with the development of student trust and the reaching of student commitment culminates with student loyalty. The moderators (student opportunism, service familiarity, communication, age and available income for education) significantly contribute to the explanatory power of the model. Career is a meaningful differentiator in reaching student loyalty as are student cohort and the type of high school from which the student came. Research limitations/implications This is one of first empirical studies on university student loyalty. Future research could test the same or new hypotheses using different samples and contexts. Practical implications University policies may benefit from the inclusion of norms regarding relational processes and outcomes such as the value of trust in the interactions and systematic recognition and awards assigned to student commitment achievements. Originality/value The explanation chain of customer loyalty was successfully applied to student loyalty, and strengthened with the addition of meaningful moderating variables.

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Section: Introductionmentioning

confidence: 99%

Explaining university student loyalty: theory, method, and empirical research in Chile

Gallegos

Vásquez

2019

ARLA

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“…The sharper the competition is, the greater the strategic importance will be of corporate image and student loyalty, because these will have a strong effect on the market share (Tong, Wong and Woo, 2016).…”

Section: Introductionmentioning

confidence: 99%

Quality of Teaching, Corporate Image and Satisfaction of Students Enrolled in the Night Session of a Brazilian Private University: A Study With Structural Equation Modeling

Vieira¹,

Raguenet²,

Oriol³

et al. 2019

Proceedings of the 50th International Academic Conference, Paris

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Since 2014, the Brazilian economy has undergone a process of recession followed by stagnation, with end still unknown. This poor economic performance has provoked an increase in the unemployment rate, causing lower demand in several markets, including education. In this recessive environment, competition in the learning industry has intensified, especially in the university segment. The corporate image and loyalty of students has become a priority to expand market share. This study investigates the effect of the quality of service of a Brazilian private university on student satisfaction, corporate image and loyalty. A total of 112 questionnaires were distributed to students from a renowned private university in the city of Rio de Janeiro and 98 were fully answered. Students were selected by convenience sampling. The data were analyzed through structural equation modeling, based on partial least squares. In line with the work that underpins this study, the quality of the learning service was considered an antecedent of student satisfaction, affecting the corporate image and loyalty. The results showed that general student satisfaction affects the corporate image and loyalty, but not all dimensions of service quality have this effect. Although the main findings show convergence with those obtained in the work that underlies this study, some relevant divergences deserve attention. The Brazilian students in our sample did not attribute high relevance to academic aspects, including excellence of the faculty, since the professor is considered the main barrier to reach the most critical goal for the night students of the Brazilian private university studied, namely a university diploma.

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Turizm Eğitimi Veren Yükseköğretim Kurumlarının İtibar Bileşenlerinin Öğrencilerin Memnuniyeti ve Tavsiye Etme Davranışı Üzerindeki Etkisi

Koçoğlu

2018

Eskişehir Osmangazi Üniversitesi İktisadi Ve İdari Bilimler Dergisi

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Kurumların birbirine çok benzediği pazar ortamında zorlu bir rekabetin olması kaçınılmazdır. Kurumlar bu zorlu rekabette varlıklarını sürdürebilmek ve gelişmek adına önem stratejiler uygulamaktadırlar. Bu stratejilerin başında kurumsal itibar gelmektedir. Kurumsal itibar, kurumu rakiplerinden farklı bir konuma getiren ve kurumların tüm paydaşlar açısından saygın ve güvenilir olarak algılanmasını sağlayan soyut değerler bütünüdür. Son yıllarda tüm sektörlerde olduğu gibi eğitim sektöründe de kurumsal itibar önemli bir kavram olmaya başlamıştır. Bu sektörün ana oyuncularından biri de üniversitelerdir. Özellikle 2006 yılından itibaren neredeyse her bir ilde üniversitelerin kurulması, bu kurumların sayısını artırmış ve üniversiteler arasında da çetin bir rekabet baş göstermiştir. Bu açıdan bakıldığında "Multiversite" kavramı gündeme gelmiştir. Multiversite, işletmelerde olduğu gibi pazar anlayışını temel alan yükseköğretim kurumlarını tanımlayan ve klasik üniversite yapısını değiştiren bir

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Competitiveness of Higher Education Institutions in Hong Kong: The Mediating Effect of Student Satisfaction, School Image and Student Loyalty

Cited by 6 publications

References 92 publications

Explaining university student loyalty: theory, method, and empirical research in Chile

Explaining university student loyalty: theory, method, and empirical research in Chile

Quality of Teaching, Corporate Image and Satisfaction of Students Enrolled in the Night Session of a Brazilian Private University: A Study With Structural Equation Modeling

Turizm Eğitimi Veren Yükseköğretim Kurumlarının İtibar Bileşenlerinin Öğrencilerin Memnuniyeti ve Tavsiye Etme Davranışı Üzerindeki Etkisi

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