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RETRACTED: The Role of Service Quality in Enhancing Technological Innovation, Satisfaction, and Loyalty Among University Students in Northern Cyprus

Author

Listed:
  • Birgül Gürbüzer

    (Faculty of Educational Sciences, Cyprus Aydın University, Mersin 10, 99320 Kyrenia, North Cyprus, Turkey)

  • Ahmet Münir Acuner

    (Faculty of Educational Sciences, Cyprus Aydın University, Mersin 10, 99320 Kyrenia, North Cyprus, Turkey)

Abstract

In the increasingly competitive landscape of higher education, student satisfaction and loyalty are recognized as essential components for institutional sustainability and long-term success. This study aims to examine the interrelationships between service quality, technological innovation, student satisfaction, and student loyalty within higher education institutions in the Turkish Republic of Northern Cyprus (TRNC). Grounded in relationship marketing theory and the expectancy–disconfirmation paradigm, the research develops and tests a structural model that investigates the impact of perceived service quality on technological innovation, student satisfaction, and loyalty. The data were collected from 448 undergraduate students studying in the faculties of education at five leading private universities in TRNC, selected based on their international academic rankings. The analysis, conducted using structural equation modelling (SEM), reveals that service quality significantly and directly influences technological innovation, student satisfaction, and student loyalty. Additionally, technological innovation has a positive but comparatively weaker effect on student loyalty. Among the variables, student satisfaction emerges as the strongest determinant of loyalty, serving as a key mediator in the relationship between service quality and loyalty. This research contributes to the higher education literature by extending the traditional service quality–loyalty framework with the inclusion of technological innovation. The findings offer practical insights for university administrators, emphasizing the importance of delivering high-quality educational services combined with continuous digital innovation to enhance the student experience and foster long-term student commitment.

Suggested Citation

  • Birgül Gürbüzer & Ahmet Münir Acuner, 2025. "RETRACTED: The Role of Service Quality in Enhancing Technological Innovation, Satisfaction, and Loyalty Among University Students in Northern Cyprus," Sustainability, MDPI, vol. 17(15), pages 1-18, July.
    • Handle: RePEc:gam:jsusta:v:17:y:2025:i:15:p:6832-:d:1711305
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    References listed on IDEAS

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    2. Zubaida Qazi & Wasim Qazi & Syed Ali Raza & Sara Qamar Yousufi, 2022. "The Antecedents Affecting University Reputation and Student Satisfaction: A Study in Higher Education Context," Corporate Reputation Review, Palgrave Macmillan, vol. 25(4), pages 253-271, November.
    3. Hamed Gholami & Muhamad Zameri Mat Saman & Safian Sharif & Norhayati Zakuan & Falah Abu & Siti Rahmah Awang, 2018. "Critical Success Factors of Student Relationship Management," Sustainability, MDPI, vol. 10(12), pages 1-18, November.
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