The role of university switching costs, perceived service quality, perceived university image and student satisfaction in shaping student loyalty

Author Affiliation

Huma Amir is Assistant Professor of Marketing at Institute of Business Administration (IBA), Karachi

Faculty / School

School of Business Studies (SBS)

Department

Department of Marketing

Was this content written or created while at IBA?

Yes

Document Type

Article

Source Publication

Journal of Marketing for Higher Education

ISSN

0884-1241

Disciplines

Accounting | Business | Business Administration, Management, and Operations | Education | Social and Behavioral Sciences

Abstract

While majority of earlier studies have examined service quality, student satisfaction, and university image as determinants of student loyalty, university switching costs have largely been ignored. This study includes university switching costs with perceived service quality (perceived academic quality, perceived administrative quality, and perceived physical facilities), student satisfaction, and perceived university image as determinants of student loyalty. Data was gathered through purposively sampling undergraduate business students from five universities in Karachi. Using exploratory factor analysis and structural equation modeling, a significant impact of student satisfaction, university image, and university switching costs on student loyalty was established. Universities may provide monetary and non-monetary incentives to increase university switching costs and, consequently, help retain students. This study contributes to student loyalty literature by adapting the customer loyalty definition to educational context, examining the role of university switching costs in retaining students, and presenting an empirical model depicting interrelations among determinants of student loyalty.

Indexing Information

HJRS - W Category, Scopus, Web of Science - Social Sciences Citation Index (SSCI)

Journal Quality Ranking

Impact Factor: 3.156

Publication Status

Published

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