Exploring determinants of students' experience, perceptions and loyalty intentions in higher education institutions

Abstract

This study aimed at developing a model to explore and analyse the relationships among determinants of students’ experience, quality perceptions and loyalty intentions to higher education institutions (HEIs). A two-stage research was carried out to develop and test a structural equation model using partial least squares path modelling. The result of this exploratory study suggested that competent and caring academic staff, HEIs’ processes and campus facilities have substantial effect on students’ experience and their loyalty intentions. The result suggests that effect of non-academic staff and physical environment may have been overemphasised in the literature. The resulting model may also act as a predictive and diagnostic tool to aid improved service delivery in HEIs.