Determinants of Student Loyalty in Higher Education: A Tested Relationship Approach in Latin America

Rojas‐Méndez, José I.; Vásquez‐Parraga, Arturo Z.; Kara, Ali; Cerda, Arcadio A.

doi:10.1080/10978520903022089

Cited by 160 publications

(199 citation statements)

References 32 publications

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“…The issue of student loyalty is a complex one and remains far from completely understood. It is not surprising that previous research on students' loyalty listed factors such as satisfaction, trust, service quality, and commitment as predicting students loyalty (for more details, see Rojas-Méndez et al, 2009;Lee & Anantharaman, 2015). However, in the customer loyalty literature, it has been identified by de Waal et al (2016) that behavioural factors such service quality, need understanding by employees will lead to intimacy and subsequently leads to customer loyalty.…”

Section: Student Loyalty: An Overviewmentioning

confidence: 99%

“…From a practitioner's point of view, loyalty can be captured broadly as "the willingness of someone-a customer, an employee, a friend-to make an investment or personal sacrifice in other to strengthen a relationship" (see Reichheld, 2003). The literature on students' loyalty has also received fairly some research from the academic community (for example, see Rojas-Méndez et al, 2009;Lee and Anantharaman, 2015). However, the extensiveness of research in the area of student loyalty is not the same as compared with loyalty in general.…”

Section: Student Loyalty: An Overviewmentioning

confidence: 99%

“…In the student loyalty literature researchers (see, Annamdevula & Bellamkonda, 2016;Sembiring, 2013;Rojas-Méndez et al, 2009;Mohamad & Awang, 2009) have examined quality service on student loyalty. For example, a study conducted by Annamdevula and Bellamkonda, (2016) which examined 918 students from three oldest universities in the state of Andhra Pradesh in India, shows that SQLTY is a predictor of STLOY.…”

Section: Extant Model 2: Direct Relations Between Service Quality (Sqmentioning

confidence: 99%

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A study on improving employees’ behaviour towards increasing students’ loyalty: the mediating role of need understanding, service quality, and intimacy among students in Kenya

Amegbe¹,

Hanu²,

Nkukpornu³

2018

10.5267/j.msl

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During the past few years, there have been various studies on the relationship between academic behavior, teaching and student retention but not much has been on administration staff and students. This study examined improving employees' behavioural factors towards increasing students' loyalty. The paper explores the direct mediation and indirect mediation of employee behavioural factors leading to build student loyalty. More specifically the focus is on the constructs of service quality (SQLTY), need understanding (NEEDUND), intimacy (INTIMACY), and student loyalty (STLOY). This study depended on a positivist research paradigm. In this study, over 800 structured questionnaires were administered for research subjects. However, 743 were captured for the final analysis. The analytical tool used in this study is the ADANCO 2.0.1 software and in terms of statistical processing, the PLS-SEM technique was utilized. The two main takeaways from the direct relationships are that INTIMACY is a strong predictor of STLOY, and NEEDUND is also a strong predictor of SQLTY. The indirect mediations of INTIMACY on SQLTY and STLOY, IN-TIMACY on NEEDUND and STLOY, and SQLTY on NEEDUND and INTIMACY were all not supported. The study, like any academic work, has limitations. Despite these limitations, this study offers theoretical as well as practical values for the research community and administrators of universities and higher education administrators as a whole. For administrators of the universities and the higher education, the study points out the critical needs for administrators to better understand students' loyalty and behaviours of employees during the service encounter, which could lead to intimacy and eventually student loyalty. The present study is innovated by quantitatively examining how the above-mentioned behavioural factors of employees could lead to INTIMACY and STLOY.

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Section: Student Loyalty: An Overviewmentioning

confidence: 99%

Section: Student Loyalty: An Overviewmentioning

confidence: 99%

Section: Extant Model 2: Direct Relations Between Service Quality (Sqmentioning

confidence: 99%

See 1 more Smart Citation

A study on improving employees’ behaviour towards increasing students’ loyalty: the mediating role of need understanding, service quality, and intimacy among students in Kenya

Amegbe¹,

Hanu²,

Nkukpornu³

2018

10.5267/j.msl

View full text Add to dashboard Cite

show abstract

“…Institutional commitment is positively associated with student retention and persistence (Schertzer and Schertzer, 2004). Students' commitment to their academic institution is determined by the degree of academic and social integration such as the participation in university societies and committees and the friendships and acquaintances with fellow students (Tinto, 1975(Tinto, , 1993Rojas-Mé ndez et al, 2009). …”

Section: Relationship Commitment In Education Contextmentioning

confidence: 99%

“…Commitment refers to how much the students' abilities, skills, and value system fits the university's expectations, demands, and values (Rojas-Mé ndez et al, 2009). …”

Section: Relationship Commitment In Education Contextmentioning

confidence: 99%

Relationship Marketing in Tertiary Education: Empirical Study of Relationship Commitment and Student Loyalty in Hong Kong

Wong¹,

Wong²,

S³

2018

IBR

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This study attempts to investigate the applicability of relationship marketing concepts in the private tertiary education industry. With the rapid growth of tertiary education and new academic structure in Hong Kong, it is interesting to investigate the relationship between relationship commitment and student loyalty, and the key determinants of relationship commitment, in a leading private tertiary education institution in Hong Kong. Questionnaires were designed to collect data, and structural equation modeling approach was adopted to evaluate the explanatory power and casual links of the model. The results indicate that relationship commitment is a driver of student loyalty. Relationship benefits and trust are found to have positive influence on relationship commitment. Relationship termination costs and shared values are found to have non-significant roles in determining relationship commitment in private tertiary education environment, while shared value has a significant positive impact on trust. The research provides new insights to the management of private tertiary education providers in building relationship with students and resources allocation. The study discusses the implications of the findings and suggests areas for future research.

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An Empirical Study of Critical Factors Relating to Higher Education Students’ Loyalty in Thailand

Kaewrattanapat

Wannapiroon

Piriyasurawong

et al. 2020

Advances in Intelligent Systems and Computing

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Determinants of Student Loyalty in Higher Education: A Tested Relationship Approach in Latin America

Cited by 160 publications

References 32 publications

A study on improving employees’ behaviour towards increasing students’ loyalty: the mediating role of need understanding, service quality, and intimacy among students in Kenya

A study on improving employees’ behaviour towards increasing students’ loyalty: the mediating role of need understanding, service quality, and intimacy among students in Kenya

Relationship Marketing in Tertiary Education: Empirical Study of Relationship Commitment and Student Loyalty in Hong Kong

An Empirical Study of Critical Factors Relating to Higher Education Students’ Loyalty in Thailand

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