Institutional service quality and student repurchase intention among B-school students: mediating role of student perceived value

This study investigates the relationship between institutional service quality, student perceived value, and repurchase intent in the context of business school education. Recognising the significance of service quality in educational institutions and its impact on student happiness, loyalty, and future participation utilising a standardised questionnaire, data was obtained from a sample of B-school students. The study's findings show a substantial positive relationship between institutional service quality and student perceived value. Furthermore, the study demonstrates that student perceived value plays an important mediating role in the relationship between institutional service quality and students' intentions to repurchase educational services from the same institution. These findings benefit industry by emphasising the need of not just offering quality services but also understanding and improving the perceived value. The findings highlight the importance of prioritising service quality enhancements, aligned with student preferences to improve perceived value and, as a result, stimulate repurchase intentions, assuring student loyalty.