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Do Quality of Services and Institutional Image Impact Students’ Satisfaction and Loyalty in Higher Education?

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  • Lucio Masserini

    (University of Pisa)

  • Matilde Bini

    (European University of Rome)

  • Monica Pratesi

    (University of Pisa)

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.

Suggested Citation

  • Lucio Masserini & Matilde Bini & Monica Pratesi, 2019. "Do Quality of Services and Institutional Image Impact Students’ Satisfaction and Loyalty in Higher Education?," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 146(1), pages 91-115, November.
    • Handle: RePEc:spr:soinre:v:146:y:2019:i:1:d:10.1007_s11205-018-1927-y
    DOI: 10.1007/s11205-018-1927-y
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    References listed on IDEAS

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    1. Voss, Roediger & Gruber, Thorsten & Szmigin, Isabelle, 2007. "Service quality in higher education: The role of student expectations," Journal of Business Research, Elsevier, vol. 60(9), pages 949-959, September.
    2. Sevda Arslan & Ozlem Akkas, 2014. "Quality of College Life (QCL) of Students in Turkey: Students’ Life Satisfaction and Identification," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 115(2), pages 869-884, January.
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    7. Matilde Bini & Lucio Masserini, 2016. "Students’ Satisfaction and Teaching Efficiency of University Offer," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 129(2), pages 847-862, November.
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    Cited by:

    1. Qi Chen & Nan Chen & Yunpeng Yang, 2023. "The Impact of College Students’ Perceived Service Quality in the Context of Regional Integration of Education," SAGE Open, , vol. 13(3), pages 21582440231, September.
    2. Roberta Pinna & Gianfranco Cicotto & Hosein Jafarkarimi, 2023. "Student’s Co-Creation Behavior in a Business and Economic Bachelor’s Degree in Italy: Influence of Perceived Service Quality, Institutional Image, and Loyalty," Sustainability, MDPI, vol. 15(11), pages 1-20, June.
    3. Daniel A. Collier & Dan Fitzpatrick & Madison Dell & Samuel S. Snideman & Christopher R. Marsicano & Robert Kelchen & Kevin E. Wells, 2022. "We Want You Back: Uncovering the Effects on In-Person Instructional Operations in Fall 2020," Research in Higher Education, Springer;Association for Institutional Research, vol. 63(5), pages 741-767, August.
    4. Yunbo Wang & Xiuping Duan & Ziyi Chen, 2022. "Pathways to the Sustainable Development of Quality Education for International Students in China: An fsQCA Approach," Sustainability, MDPI, vol. 14(22), pages 1-20, November.

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