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How service quality affects university brand performance, university brand image and behavioural intention: the mediating effects of satisfaction and trust and moderating roles of gender and study mode

Author

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  • Parves Sultan

    (Central Queensland University)

  • Ho Yin Wong

    (Deakin University)

Abstract

University brand (UniBrand) is a recent concept, and its theoretical modelling is still somewhat inadequate. This paper examines how perceived service quality affects UniBrand performance, UniBrand image and behavioural intention. Using an online student survey, the present study obtained 528 usable responses. The conceptual model was validated using structural equation modelling. The study makes an innovative theoretical contribution by establishing a relationship between experience-centric brand performance and brand image, and the antecedents and consequences of this link. In addition, student satisfaction and trust were demonstrated to mediate the relationship between perceived service quality, brand performance, brand image and behavioural intention in a higher education context. However, there were no moderating effects of gender or mode-of-study on the model, confirming that the model is invariant across these variables. Overall, this model suggests the importance of experience-centric service quality attributes and how they affect university branding strategies for sustained positive intentions.

Suggested Citation

  • Parves Sultan & Ho Yin Wong, 2019. "How service quality affects university brand performance, university brand image and behavioural intention: the mediating effects of satisfaction and trust and moderating roles of gender and study mod," Journal of Brand Management, Palgrave Macmillan, vol. 26(3), pages 332-347, May.
    • Handle: RePEc:pal:jobman:v:26:y:2019:i:3:d:10.1057_s41262-018-0131-3
    DOI: 10.1057/s41262-018-0131-3
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    3. Kojo Kakra Twum & Andrews Agya Yalley & Gloria Kakrabah-Quarshie Agyapong & Daniel Ofori, 2021. "The influence of Public University library service quality and library Brand image on user loyalty," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 18(2), pages 207-227, June.
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    5. Ali Tehci, 2022. "Academic service quality, student role and WOM communication in higher education," Upravlenets, Ural State University of Economics, vol. 13(5), pages 102-113, November.
    6. Lien Thi Kim Nguyen & Tom M. Y. Lin & Hoang Phuong Lam, 2021. "The Role of Co-Creating Value and Its Outcomes in Higher Education Marketing," Sustainability, MDPI, vol. 13(12), pages 1-14, June.
    7. Vukasović Tina, 2022. "Applying Model of Brand Equity in Higher Education Marketing Context," Business Systems Research, Sciendo, vol. 13(1), pages 156-168, June.
    8. Qingyu Zhang & Sohail Ahmad, 2022. "Linking Corporate Social Responsibility, Consumer Identification and Purchasing Intention," Sustainability, MDPI, vol. 14(19), pages 1-17, October.
    9. Linda Seduram & Abdullah Al Mamun & Anas A. Salameh & Selvan Perumal & Hasnizam Shaari, 2022. "Predicting Smartphone Brand Loyalty Using Four-Stage Loyalty Model," SAGE Open, , vol. 12(2), pages 21582440221, May.
    10. Larisa M. KAPUSTINA & Evgeniya A. ZHADKO, 2019. "Brand management based on consumer perceptions of a university," Upravlenets, Ural State University of Economics, vol. 10(4), pages 98-109, September.

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