Article: Critical factors of service quality in higher education services and their impact on overall service quality, student satisfaction and student loyalty Journal: International Journal of Knowledge and Learning (IJKL) 2023 Vol.16 No.3 pp.290 - 315 Abstract: Globalisation of knowledge compels Indian higher education institutes to improve their quality. Quality at an affordable price will be the critical determinant for students' selection of the university. Understanding students' expectations in higher education services becomes vital as an operations strategy to retain existing students and entice potential students. An extensive literature survey proposes a scientific model using structural equation modelling (in IBM AMOS) to develop a path model for the antecedents of service quality, overall service quality, student satisfaction and student loyalty. Using the sample data from the higher education services for the postgraduate program, the analysis was done to evaluate the influence of antecedents on the overall service quality and further on the student's satisfaction and student loyalty. The result indicated that four antecedents (tangibles, academic competence, reputation and delivery) positively influence the overall service quality. Further, the study also found that overall service quality directly influences student satisfaction and indirectly influences student loyalty through student satisfaction in higher education services. Inderscience Publishers - linking academia, business and industry through research

Title: Critical factors of service quality in higher education services and their impact on overall service quality, student satisfaction and student loyalty

Authors: Tohid Kachwala; Dinesh Panchal; Pradeep Pai

Addresses: School of Business Management, NMIMS University, India ' Institute of Management, Nirma University, India ' School of Business Management, NMIMS University, India

Abstract: Globalisation of knowledge compels Indian higher education institutes to improve their quality. Quality at an affordable price will be the critical determinant for students' selection of the university. Understanding students' expectations in higher education services becomes vital as an operations strategy to retain existing students and entice potential students. An extensive literature survey proposes a scientific model using structural equation modelling (in IBM AMOS) to develop a path model for the antecedents of service quality, overall service quality, student satisfaction and student loyalty. Using the sample data from the higher education services for the postgraduate program, the analysis was done to evaluate the influence of antecedents on the overall service quality and further on the student's satisfaction and student loyalty. The result indicated that four antecedents (tangibles, academic competence, reputation and delivery) positively influence the overall service quality. Further, the study also found that overall service quality directly influences student satisfaction and indirectly influences student loyalty through student satisfaction in higher education services.

Keywords: tangibles; academic competence; reputation; delivery; services quality; student satisfaction; student loyalty; higher education services and structural equation modelling.

DOI: 10.1504/IJKL.2023.132160

International Journal of Knowledge and Learning, 2023 Vol.16 No.3, pp.290 - 315

Received: 01 Apr 2021
Accepted: 20 Jul 2022
Published online: 12 Jul 2023 *

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Title: Critical factors of service quality in higher education services and their impact on overall service quality, student satisfaction and student loyalty

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