Determinants of student loyalty in higher education: A tested relationship approach in latin America
Author(s)
Rojas-Mendez, J. (Jose Isaac)Vasquez-Parraga, A.Z. (Arturo Z.)
Kara, A. (Ali)
Cerda-Urrutia, A. (Arcadio)
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https://ir.library.carleton.ca/pub/12641Abstract
Student loyalty is a critical measure in the success of higher education institutions that aim at retaining students until graduation and then attracting them back. This study examines the relative importance of relationship pathways among key factors affecting student loyalty in the following order: perceived service quality, satisfaction, trust, and commitment. The findings reveal that perceived service quality and student satisfaction do not translate directly into student loyalty, but, rather, indirectly through the mediation of trust and commitment. Implications of the findings are discussed.Date
2009-11-12Type
info:eu-repo/semantics/articleIdentifier
oai:carleton.ca:12641https://ir.library.carleton.ca/pub/12641
doi:10.1080/10978520903022089
DOI
10.1080/10978520903022089ae974a485f413a2113503eed53cd6c53
10.1080/10978520903022089