International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss

Effects of Servperf Dimensions on Students' Loyalty -Do You Know what is Behind the Scene?
Emir Ganić, Vesna Babić-Hodović, Maja Arslanagić-Kalajdžić

The purpose of this paper is to examine the impact of higher education services quality dimensions on student satisfaction and loyalty using an example of a private university in a developing country. On a sample of 265 students, using a covariance-based structural equation modeling, we test a proposition that satisfaction fully mediates the effect of service quality dimensions, using a SERVPERF instrument, on loyalty. The results show a positive relationship between each quality dimension and satisfaction, as well as a complete lack of direct effect of quality dimensions on loyalty. This shows that satisfaction in higher education serves as a vehicle that drives the effects of quality on loyalty. Research implications and limitations are discussed and explained in the study.

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