The Influence of Educational Staff Services and Teacher Competence on Student Satisfaction Through Student Loyalty With Competitor Intensity as a Moderating Variable

Objectives This study aims to determine the structural relationships between the educational service quality, student satisfaction, school trust, and student loyalty among Chinese university students. Methods Therefore, from January 12 to February 1, 2024, a mobile phone questionnaire survey was conducted among 608 sophomores, juniors and seniors in 37 four-year universities in Jilin Province, China. To test the hypotheses about the relationships between latent variables, a structural equation model analysis was conducted, and the Bootstrap method was used to verify the mediating effects. Results First, educational service quality has a positively affects student satisfaction and school trust, but it does not directly affect student loyalty. Second, student satisfaction positively affects both school trust and student loyalty. Third, school trust positively affects student loyalty. Fourth, student satisfaction has a positive mediating role between educational services quality and student trust. Fifth, student satisfaction has a positive mediating role between educational services quality and student loyalty. Sixth, student trust in the university serves as a positive mediator between educational services quality and student loyalty. Seventh, the impact of the educational services quality on student satisfaction is the greatest, followed by school trust. Student satisfaction has the greatest impact on student loyalty, followed by school trust. Eighth, the educational services quality does not directly affect student loyalty but has an indirect impact through the mediating variables of student satisfaction and school trust, with the student satisfaction -> school trust path being the most critical mediating path. The educational services quality, including indirect effects through student satisfaction and school trust, determines approximately 69% of student loyalty. Conclusions Student satisfaction and school trust are the variables that have a positive impact on student loyalty directly, while educational service quality is the indirect variable. Educational service quality can directly improve school satisfaction and school trust, so in order to improve school loyalty, educational service quality must be improved. From this point of view, the quality of educational services is the most important variable among the three variables. As a means of development, universities should first improve the quality of educational services if they want to increase the loyalty of students. Therefore, universities need to find out what problems exist in major aspects of education such as teachers, environment, curriculum, administration, and welfare, which determine the quality of educational services, and improve them. At the same time, it is necessary to identify the factors that can directly improve student satisfaction, school trust, and student loyalty, and strive to directly improve them.

Student satisfaction is important for some students besides student loyalty which can be influenced by several factors, one of which is the quality of service and infrastructure which students are also expected to create a good campus atmosphere. This study aims to determine whether the quality of service and infrastructure has an effect on student satisfaction through student loyalty at the Faculty of Administrative Sciences, Universitas Brawijaya Malang. This research method is a quantitative method using SPSS 22 for Windows. The type of data collection used is primary data in the form of data collected through filling out questionnaires distributed to 100 students using a research scale, namely the Likert scale. The data analysis used is path analysis. , validity test, reliability test, classical assumption test, Sobel test, F test, and t test. The results of this study indicate that the value of t count (2.115 and 2.403 ) > t table (1.984), F arithmetic value (60.685 and 25.923) > F table (3.09). This means that either simultaneously or partially there is a significant influence on service quality and infrastructure has a direct influence on student satisfaction, service quality and infrastructure have a direct influence on student loyalty. Student loyalty as an intervening variable can mediate the indirect effect of service quality and infrastructure on student satisfaction.

Student loyalty is the most impotant part of measuring the reputation of a school. This study aims to determine: (1) the effect of service quality on student satisfaction, (2) the effect of student satisfaction on student loyalty, and (3) the effect of service quality on student loyalty. This study uses a survey quantitative approach. It is conducted at Private High School in Kutoarjo District. The sample of this research is 146 students. Data collection techniques using is questionnaires. While data analysis using SmartPLS. The results of this study show that: (1) Service quality has positive and significant effect on student satisfaction, (2) Student satisfaction has positive and significant effect on student loyalty, and (3) Service quality has positive and significant effect on student loyalty.

Purpose This paper attempts to develop and validate a service quality instrument called HiEduQual to measure the perceived service quality of students in higher education institutions. This paper aims to propose a structural model by examining the theoretical and empirical evidences on the relationships between students’ perceived service quality (SPSQ), students’ satisfaction (SSt), students’ loyalty (SL) and students’ motivation (SM). Design/methodology/approach The paper uses survey research design to gather data regarding attitudes of students about quality of service, satisfaction, motivation and loyalty from seven public universities in India and tests the relationships between these variables using structural equation modeling. Findings The paper identifies a model with six-structured dimensions containing 23 items for HiEduQual. It proved the direct positive effect of the perceived service quality of students on satisfaction, loyalty and motivation. The paper also supports the partial and complete mediation role of students’ satisfaction between perceived service quality of students, their loyalty and motivation toward services being provided by the universities. The competing Model 1 (M1) with partial mediation role of students’ satisfaction between students’ perceived service quality, loyalty and motivation was proved as the best among the alternative models. Research limitations/implications The paper developed and tested a new measurement instrument that covers all the service aspects experienced by the student as primary customer in higher education. Further studies can also measure service quality of the universities in the perspective of other key stakeholders. The authors would recommend studying other possible antecedents which would have influence on satisfaction motivation and loyalty. Practical implications The findings suggested that it would be worthwhile for university leaders to make proper allocation of resources, to provide better educational services including support services and facilities. It is believed that this paper has a significant competence for engendering more precise applications related to quality of services, especially concerning students’ satisfaction, loyalty and motivation. Social implications The changing nature and need of higher education services and increase in competitive intensity necessitates higher performance levels in the Indian higher education (universities). These can only be achieved through a better understanding of the expectations of students and the importance placed by them on aspects such as teaching, administrative services, academic facilities, campus infrastructure, support services and internationalization. The paper identified that student perceived service quality is a key antecedent to student satisfaction, motivation and loyalty, which conveys that service quality is an important construct. Originality/value Previous studies have primarily focused on the relationship between service quality, satisfaction and loyalty. Along with the above, this paper includes students’ motivation and assesses the effect of service quality and satisfaction on motivation which was not previously used in services marketing research, especially in higher education sector. Higher education service holds some unique features like customers’ (student) cognitive participation in the service process, requirements of the students to be fulfilled by different parties and long-term continuous services. All these features require student participation. The results indicate that quality of academic and non-academic services play a vital role in motivating students to perform better in their academics.

Today, increasing need, boosting quality of services in each two sectors (state-run and private) at higher education centers has caused researchers to study the influence of quality of services on satisfaction of students. Here, the problem is that positive and negative emotions are formed in mind of customers and satisfaction of customer is a subjective affair. If experience of two customers on the same and equal services is studied, one may be satisfied and the other may be dissatisfied and consequently, his/her selection will be based on his/her contemplation in this respect. The image of university means one positive attitude with regard to the place where there exists a very good and intimate relation among students, where the graduated take pride to the university where they have graduated from that university, where there is a national image towards it, where it is known as a research center, where there exists cultural cooperation, the place that student parties are active there and finally, the place that deserving facilities and amenities are offered. Hence, existence of a positive image on a university can bring about loyalty and satisfaction of students. The present study includes 3 hypotheses and methodology of the study which is based on descriptive-survey nature. Questionnaire is the main tool of the present study which was distributed randomly among 989 students. Partial least squares (PLS) were used for analysis of data and hypotheses test. The results show that image of university has meaningful effect on satisfaction and loyalty of students but brand image of the university has no meaningful and positive influence on expectations of students. Moreover, at this study, it was specified that quality of services, comprehended by the students, has direct and meaningful effect on satisfaction and value as comprehended by them. But it was clarified that expectations of students have no any meaningful influence on comprehended satisfaction and quality and also value comprehended by them. For preserving and safeguarding loyalty of students, marketing managers of the universities should take their utmost efforts to bring about special value for their brand. Loyalty is not created easily, but when it is created, it will last for a long time. Hence, result of the present study will have a very significant effect in concentrating on relations between students and brand for bringing about subjective value and image. Key words: University intellectual image, expectations, perceived value, students’ satisfaction, students’ loyalty.

This study aims to examine the effect of academic guidance service quality, student satisfaction and the interaction between service quality and student satisfaction in strengthening student loyalty. The sample was determined by convenience sampling and purposive sampling methods. The data was collected by quisioner providing a list of questions to the respondents which contained the quality of service, student satisfaction and student loyalty. The analytical tool used is Moderator Regression Analysis. Meanwhile, to test the hypothesis put forward, the t test and F test are used.. Meanwhile, to find out how much the variables of academic guidance service quality, student satisfaction and the interaction between service quality and student satisfaction were able to explain the student loyalty variables used the coefficient of determination analysis. The results of the partial regression coefficient test with the t test explain that the quality of academic guidance services, student satisfaction and the interaction between service quality and academic guidance with student satisfaction affect student loyalty. Meanwhile, the regression coefficient test simultaneously results that the quality of academic guidance services, student satisfaction and the interaction between the quality of academic guidance services and student satisfaction have an effect on student loyalty.

ABSTRACTThis study examined the relationship between school service quality and student learning satisfaction in public and private high schools in China, considering the influence of students' socioeconomic background and household registration location. A comparative study was conducted using a questionnaire administered to 22,588 students in 20 districts in X City in China. Following the structural equation modelling (SEM), the study found that four factors of school service quality (e.g. reliability, responsiveness, assurance and empathy) positively influenced student learning satisfaction in both public and private high schools. Additionally, measurement invariance was maintained across different school types, socioeconomic background and household registration location, which validates the comparability of data across these diverse groups. Latent mean comparison revealed that students from private high schools and those from higher socioeconomic backgrounds experienced greater satisfaction with school services quality and learning experience than their peers in public schools and those from lower socioeconomic backgrounds. The study emphasised the need for educational policies that address these disparities to improve the quality of education in public schools and support students from less advantaged backgrounds. Such policies are crucial for promoting equitable educational opportunities and enhancing overall student satisfaction.

Purpose Student loyalty in higher education sector helps college administrators to establish appropriate programs that promote, establish, develop and maintain successful long-term relationships with both current and former students. The purpose of this study is to propose the use of mediation model that links service quality and student loyalty via student satisfaction and test the direct and indirect effects of service quality on student loyalty with the mediation role of student satisfaction. Design/methodology/approach The study used survey research design and collected data from three oldest state universities in the state of Andhra Pradesh in India to find the relationships between service quality, student satisfaction and student loyalty in higher education sector using structural equation modeling. Findings This study tested the proposed research model and proved the mediator role of student satisfaction between service quality and student loyalty. Service quality has been found to be an important input to student satisfaction. The result also shows that while university provides no basis for differentiation among the constructs, age and gender play a major role in determining the different perceptions of students about the constructs investigated. Research limitations/implications The study focuses on student satisfaction, of which service quality is an important antecedent. Identification of other variables, besides service quality, is crucial to contribute to the overall student satisfaction. Similarly, it is just as critical to identify the other elements like value, image or institution reputation which may have direct impact on service loyalty. It would be more precise when the studies also consider the opinion of the students before joining the institute based on word of mouth of passed-out students and after finishing the course. Longitudinal studies to collect predictor and criterion variables before and after the course would be much stronger. Practical implications A clearer understanding of the relationship between service quality, satisfaction and loyalty that helps ensure the management to take better strategies to concentrate and improve the performance is aided by this study. It is interesting to note that the student loyalty is primarily affected by age and gender. This type of analysis helps to identify the target students who have high potential of defection. Social implications Higher education and their respective institutions seek to enhance socio-cultural and economic development to promote active citizenship by inculcating ethical values among students. The Indian higher education institutions are facing enormous issues related to quality in education. The changing nature and need of higher education services and an increase in competitive intensity necessitates higher performance levels in the realm of Indian higher education (universities). These can be achieved through a thorough understanding of the expectations of students and the importance placed by them on aspects found by the study such as teaching, administrative services, support services, hostel facilities, library and lab facilities and internationalization. Originality/value Previous studies have proved the mediation role of satisfaction between service quality and loyalty in marketing literature, but no significant studies have empirically tested the same in higher education sector. The service quality measurement in higher education is complex because of some unique features like customers’ (student) cognitive participation in the service process, the needs of the students being fulfilled by different parties, long-term and continuous services. The study contributes to the existing field of knowledge by providing support for the contention that student satisfaction performs a mediating role in the link between service quality and student loyalty in higher education sector.

This study aims to analyze whether infrastructure, administrative services and teacher competence have an effect on student satisfaction at the Surakarta Special Program Batik Junior High School simultaneously and partially. This study uses independent variables, namely infrastructure, administrative services and teacher competence. The dependent variable is student satisfaction. The sample of this study were students of the Surakarta Special Program Batik Middle School with the Non Probability Sampling technique with the type of Purposive Sampling. Data was collected using a closed questionnaire which was distributed directly to students with 16 questions. This study uses data analysis methods, namely Descriptive Analysis Method, Validity and Reliability Test, Statistical Analysis Method using Multiple Linear Regression Analysis, with hypothesis testing F Test, t test and Determination Test (R2). The results showed that infrastructure, administrative services and teacher competence had an effect on student satisfaction simultaneously. Partially, administrative services and teacher competence have an effect on student satisfaction, while infrastructure has no effect. This shows that the infrastructure facilities at the Surakarta Special Program Batik Junior High School are still not good so it needs to be improved.

The purpose of this study is to determine the influence of the quality of educational services on the satisfaction of students and parents of students at private high school X, Bandung City. This research was conducted in West Java Province, especially at Senior High School (SMA) "X" Bandung city which is a private school with a national level plus and accredited A. The population of this research is all students in grades 10, 11, and 12 totaling 68 people and their parents, namely 34 people. From the results of the research data processing, it was found that the dimension that had the lowest average value compared to other dimensions both from the responses of parents and students was tangibles. The average score of the students' responses was 3.06 with the good category, while the parents' responses had a value of 3.07 with the bad category. The quality of education services has a positive and significant influence on students' satisfaction with the total influence of 97.9%.

Higher education in Indonesia is expanding, but challenges in administrative services and infrastructure affect student satisfaction and loyalty. Politeknik Bumi Akpelni faces significant gaps, with 65% of students dissatisfied with services and 58% with facilities. This study uses primary data from questionnaires and secondary data, with a sample of 499 final-year students selected purposively. Data analysis includes validity and reliability tests, multiple linear regression, F-test, R², t-tests, and Sobel test for mediation analysis on student loyalty. Addressing these issues is crucial to improving student loyalty and the institution’s reputation. Administrative Service Quality has a positive and significant effect on Student Loyalty. Campus Infrastructure has a positive and significant effect on Student Loyalty. Administrative Service Quality has a positive and significant effect on Student Satisfaction. Campus Infrastructure does not have an effect on Student Satisfaction. Student Loyalty has a positive and significant effect on Student Satisfaction. There is a mediating effect of Student Loyalty in mediating the relationship between Administrative Service Quality and Student Satisfaction. There is a mediating effect of Student Loyalty in mediating the relationship between Campus Infrastructure and Student Satisfaction.

This research has the objectives to explore the influence of service quality, school reputation, and student achievement on student loyalty at an Islamic Junior High School in Karawang, by student satisfaction serving as a moderating factor. The research utilized a sample of 111 participants, specifically students from Islamic Junior High School in Karawang. The purposive sampling method was utilized for participant selection. The research adopts a field research approach by a quantitative emphasis. The primary data was gathered using questionnaires completed by the participants. The research has the objectives to assess how service quality, school reputation, and academic achievement influence student loyalty at an Islamic Junior High School in Karawang, considering student satisfaction as a moderating factor. A cohort of 111 students from an Islamic Junior High School in Karawang were chosen as participants using purposive sampling methods. The analysis methods utilized in this research are multiple linear regression, Moderating Regression Analysis (MRA), determination coefficient (Adjusted R2) and F test. The outcomes revealed that the adjusted coefficient of determination (R2) in the regression model was 0.573, signifying that the variability in service quality factors, school reputation, and academic performance can account for 57.3% of the variance in student loyalty factors. Furthermore, the adjusted R2 score in the regression model increased to 0.646, or 64.6%, following the introduction of the moderating variable. According to the outcomes of the F-test, the F-table score stands at 2.47 by a significance level of 5% (0.05). The calculated F-score of 50.113 surpasses the threshold of 2.47 at a significance level of 0.05, showing that the combined effects of service quality, school image, and academic performance have a considerable influence on student loyalty by the moderation model, the F-test outcome of 29.669 exceeds the critical score of 2.11 at a significance level of 0.05, suggesting that service quality, school image, and student achievement, when moderated by student satisfaction, significantly effect student loyalty. Keywords: Service Quality, School Image, Student Achievement, Student Loyalty, Student Satisfaction.

Higher education is a sector that has contribution in producing competent and dedicated graduates for the nation and state. Universities that are less qualified will gradually be threatened with their existence. Universities need to be heedful to situations and conditions and are expected to be able to see the needs and desires of students as service users. The purpose of this research is to test and explain; the effect of quality service on student satisfaction, the effect of brand image on student satisfaction, the effect of tuition fees on student satisfaction, the effect of quality service on student loyalty, the effect of tuition fees on student loyalty, the effect of brand image on student loyalty, the effect of student satisfaction on student loyalty, the effect of quality service on student loyalty is mediated by student satisfaction, the effect of brand image on student loyalty is mediated by student satisfaction, the effect of tuition fees on student loyalty is mediated by student satisfaction. This research is a relationship/correlational research. The population in this study composed of 359 students. The sampling procedure used non-probability sampling with a purposive sampling method with a total sample of 125 students. Data collection techniques were carried out through questionnaires, interviews and documentation. The data obtained was then analyzed using descriptive statistics and inferential statistics with Smart-PLS analysis. The results showed that; quality service has a positive and significant effect on student satisfaction, brand image has a positive and significant effect on student satisfaction, tuition fees have no effect on student satisfaction, quality service has no effect on student loyalty, brand image has no effect on student loyalty, tuition fees have no effect on loyalty students, student satisfaction has a positive and significant effect on student loyalty, service quality has an effect on loyalty through student satisfaction, brand image has a positive and significant effect on loyalty through student satisfaction, and tuition fees have no effect on loyalty through student satisfaction. It is expected that further researchers will conduct research by adding other variables not discussed in this study.

The aim of this study was 1) to determine and analyze the effect of quality of academic services to the satisfaction of students in the graduate program Mercu Buana University, 2) To know and analyze the influence of Quality of Academic Services for loyalty Students in graduate programs Mercu Buana University, 3) To know and analyze the influence of the Student Satisfaction Loyalty program graduate student at the University of Mercu Buana, and 4) To determine and analyze the effect of quality of academic services to students through Student Satisfaction Loyalty program Mercu Buana University graduate. Data analysis method used in analyzing the influence or relationship between the dependent variable and independent variables through an intervening variable. The method used is the analysis Path (Path Analysis). The results showed a significant difference between the quality of academic services for student satisfaction, it can be interpreted that if the quality of academic services performed Mercu Buana University graduate programs to students further improved, it will increase student satisfaction. The quality of academic services affect the loyalty of students, giving the sense that the higher the quality of academic services provided to the students, the more it will increase the loyalty of the students in the use of educational services in the graduate program Mercu Buana University. There is a significant relationship between student satisfaction to loyalty of students, it can be interpreted that if the level of student satisfaction increases, the loyalty of the student will also increase. Student satisfaction is able to become an intervening variable between academic service quality and loyalty of students, it can be interpreted that the higher the quality of academic services provided, it will increase the level of satisfaction of the students, so it will have an impact on increasing the loyalty of the students. Keywords: Academic Services satisfaction, student satisfaction and loyalty.

The present study explores the effect on student satisfaction and student loyalty of higher education service quality dimensions. Ensuring quality improvement and implementation of strategies for the tertiary education sector has become critical. Moreover, the study also tests the mediating impact of university reputation and external prestige between university service quality and satisfaction and loyalty. Data has collected through a structured questionnaire from a sample of 390 graduate and undergraduate students of two public universities in Bangladesh. The study reflects that the performance on service quality dimensions of selected public universities is not satisfactory. The study results have shown that Teaching, Support services, Library and lab facilities, and internationalization significantly influence student satisfaction except for Administrative service and Hostel facilities. Teaching, Administrative Services, Library and lab facilities, and internationalization significantly influence student Loyalty. The mediating analysis has shown that student satisfaction partially mediates between service quality and student loyalty. The study results have also indicated that university reputation and external prestige partially mediate between service quality and student satisfaction and loyalty. The previous studies which measure service quality of Bangladeshi higher educational institutions have applied the SERVQUAL model, which is not suitable for an educational institution. However, this study has applied a higher education service quality model uniquely developed to measure higher educational institutions' service quality.