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The Effect of Education Service and Emotional Intelligence on Students’ Loyalty and Satisfaction: A WarpPLS Analysis

Author

Listed:
  • Hisham Noori Hussain Al-Hashimy
  • Alaa Khalaf Hamoud
  • Sadri Alija
  • Elmi Shabani

Abstract

Academic institutions always seek to find and determine factors influencing the students’ loyalty and satisfaction which leads to improving the quality service of e-learning and overall institutional performance. The relationship of education service and emotional intelligence with students’ satisfaction and loyalty is investigated in this study. Several components in the second-order construct of emotional intelligence are investigated such as self-management, and self-awareness, as well as social awareness and relationship management. Additionally, second-order constructs of service quality, such as reliability, responsiveness, assurance, tangibility, and empathy are also investigated. The data was analyzed by utilizing the WarpPLS software, and the results reveal that the relationships between the variables have varied degrees of significance and effect size. The second-order construct namely the quality of e-learning service is the most important compared with other factors as the study finds. The findings shed important light on the elements that influence student happiness and loyalty within the context of e-learning services and provide helpful insights as a result.

Suggested Citation

  • Hisham Noori Hussain Al-Hashimy & Alaa Khalaf Hamoud & Sadri Alija & Elmi Shabani, 2025. "The Effect of Education Service and Emotional Intelligence on Students’ Loyalty and Satisfaction: A WarpPLS Analysis," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 1, pages 189-207.
    • Handle: RePEc:bas:econst:y:2025:i:1:p:189-207
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    File URL: http://archive.econ-studies.iki.bas.bg/2025/2025_01/2025_01_010.pdf
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    References listed on IDEAS

    as
    1. Kasım Yılmaz & Volkan Temizkan, 2022. "The Effects of Educational Service Quality and Socio-Cultural Adaptation Difficulties on International Students’ Higher Education Satisfaction," SAGE Open, , vol. 12(1), pages 21582440221, February.
    2. Evelyn Hendriana & Khairil Wahidin Awang & Raja Nerina Raja Yusof, 2023. "The interplay between country image and regional ethnocentrism to motivate students considering neighbouring countries," Place Branding and Public Diplomacy, Palgrave Macmillan, vol. 19(4), pages 426-441, December.
    3. 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.
    4. Adil Zahoor, 2018. "Teacher Proactivity Influencing Student Satisfaction and Loyalty Role of Job Crafting and Work Engagement," Vikalpa: The Journal for Decision Makers, , vol. 43(3), pages 125-138, September.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    JEL classification:

    • A20 - General Economics and Teaching - - Economic Education and Teaching of Economics - - - General
    • I21 - Health, Education, and Welfare - - Education - - - Analysis of Education
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
    • C55 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Large Data Sets: Modeling and Analysis

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