Abstract
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.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
