The importance of institutional image to student satisfaction and loyalty within higher education |
| |
Authors: | Robert M Brown Timothy William Mazzarol |
| |
Institution: | (1) University of Western Australia, Crawley, WA, Australia |
| |
Abstract: | This paper outlines the findings of a study employing a partial least squares (PLS) structural equation methodology to test
a customer satisfaction model of the drivers of student satisfaction and loyalty in higher education settings. Drawing upon
a moderately large sample of students enrolled in four ‘types’ of Australian universities, the findings suggest that student
loyalty is predicted by student satisfaction, which is in turn predicted by the perceived image of the host university. While
the perceived quality of “humanware” (e.g., people and process) and “hardware” (e.g., infrastructure and tangible service
elements) has an impact on perceived value, this was found to be weak and indeterminate. Of most importance was the impact
of the institution’s institutional image, which strongly predicted perceived value, and to a lesser extent student satisfaction.
The findings have implications for newer, less prestigious universities seeking to compete in a more deregulated, market driven
environment. |
| |
Keywords: | Higher education Services marketing Image Partial least squares |
本文献已被 SpringerLink 等数据库收录! |
|