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The Impact of Service Quality, Student Satisfaction, and University Reputation on Student Loyalty: A Case Study of International Students in IIUM, Malaysia

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  • Djafri Fares
  • Omar Kachkar

Abstract

The purpose of this paper is to examine the relationship between service quality, student satisfaction, university reputation, and student loyalty in the International Islamic University Malaysia (IIUM). This study aims to improve our understanding of student loyalty and to highlight the effect of student satisfaction, service quality, and brand image in building student loyalty towards IIUM. Data were randomly collected from 160 students studying in IIUM during the 2012/2013 academic session. Data analysis encompasses descriptive analysis, reliability analysis, exploratory factor analysis (EFA), correlation, and regression analysis. The data resulted in acceptably high reliability. The result indicates that all independent variables have significant impact on student loyalty. All three hypotheses were supported. This study is set to assist institutions of higher education to identify improvements in the service delivery process by identifying different aspects of service quality, brand image, and student satisfaction in IIUM.

Suggested Citation

  • Djafri Fares & Omar Kachkar, 2013. "The Impact of Service Quality, Student Satisfaction, and University Reputation on Student Loyalty: A Case Study of International Students in IIUM, Malaysia," Information Management and Business Review, AMH International, vol. 5(12), pages 584-590.
    • Handle: RePEc:rnd:arimbr:v:5:y:2013:i:12:p:584-590
    DOI: 10.22610/imbr.v5i12.1091
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    References listed on IDEAS

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    1. Jin-Woo Park & Rodger Robertson & Cheng-Lung Wu, 2006. "Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers’ Future Behavioural Intentions," Transportation Planning and Technology, Taylor & Francis Journals, vol. 29(5), pages 359-381, July.
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    Cited by:

    1. Luis Doña-Toledo & Teodoro Luque-Martínez & Salvador Barrio-García, 2017. "Antecedents and consequences of university perceived value, according to graduates: The moderating role of Higher Education involvement," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 14(4), pages 535-565, December.
    2. RADIMAN & Ade GUNAWAN & Sri Fitri WAHYUNI & JUFRIZEN, 2018. "The Effect of Marketing Mix, Service Quality, Islamic Values and Institutional Image on Students’ Satisfaction and Loyalty," Expert Journal of Marketing, Sprint Investify, vol. 6(2), pages 95-105.
    3. Lee Lai Meng, 2018. "Mediating Influence of Satisfaction on Reputation, Relationship Benefits and Student Loyalty in Private Higher Education Institutions in Malaysia," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 409-416:6.
    4. Shih-Hao Wu & Stephen Chi-Tsun Huang & Ching-Yi Daphne Tsai, 2022. "Lifelong good soldiers of higher education institutions: driving factors and obstructions of alumni loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 331-357, June.

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