Analysis of service quality, university image and student satisfaction on student loyalty in higher education in Nigeria

The purpose of this paper is to explore the relationship among service quality, university image and student satisfaction and student loyalty in higher education in Nigeria, A structured questionnaire was adopted and modified.The hypotheses were simultaneously tested on a sample of 446 students out...

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Main Authors: Usman, Umar, Mohd Mokhtar, Sany Sanuri
Format: Article
Language:English
Published: Medwell Journals 2016
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Online Access:http://repo.uum.edu.my/21287/1/IBM%2010%2012%202016%202490%202502.pdf
http://repo.uum.edu.my/21287/
https://www.medwelljournals.com/abstract/?doi=ibm.2016.2490.2502
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spelling my.uum.repo.212872017-03-08T07:45:21Z http://repo.uum.edu.my/21287/ Analysis of service quality, university image and student satisfaction on student loyalty in higher education in Nigeria Usman, Umar Mohd Mokhtar, Sany Sanuri LB2300 Higher Education The purpose of this paper is to explore the relationship among service quality, university image and student satisfaction and student loyalty in higher education in Nigeria, A structured questionnaire was adopted and modified.The hypotheses were simultaneously tested on a sample of 446 students out of 650 distributed, giving a response rate of 68.62%. Structural Equation Modeling analytical techniques were used to assess the relationships among the variables under investigation. The findings of this study have shown significant relationships among the variables under investigation.The research was limited to the first six generation universities in Nigeria and the study used cross-sectional design. Despite the significant ofservice quality, student satisfaction and student loyalty, this study contributes in adding to the body of knowledge in HEIs in Nigeria. Also, to the best of the authors’ knowledge there is no study published that explores the influence of service quality, student satisfaction and its relationship to how students perceive the offered service whether they are satisfied or not and most importantly whether they will retain dealing with the institution or not. Medwell Journals 2016 Article PeerReviewed application/pdf en http://repo.uum.edu.my/21287/1/IBM%2010%2012%202016%202490%202502.pdf Usman, Umar and Mohd Mokhtar, Sany Sanuri (2016) Analysis of service quality, university image and student satisfaction on student loyalty in higher education in Nigeria. International Business Management, 10 (12). pp. 2490-2502. ISSN 1993-5250 (In Press) https://www.medwelljournals.com/abstract/?doi=ibm.2016.2490.2502
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic LB2300 Higher Education
spellingShingle LB2300 Higher Education
Usman, Umar
Mohd Mokhtar, Sany Sanuri
Analysis of service quality, university image and student satisfaction on student loyalty in higher education in Nigeria
description The purpose of this paper is to explore the relationship among service quality, university image and student satisfaction and student loyalty in higher education in Nigeria, A structured questionnaire was adopted and modified.The hypotheses were simultaneously tested on a sample of 446 students out of 650 distributed, giving a response rate of 68.62%. Structural Equation Modeling analytical techniques were used to assess the relationships among the variables under investigation. The findings of this study have shown significant relationships among the variables under investigation.The research was limited to the first six generation universities in Nigeria and the study used cross-sectional design. Despite the significant ofservice quality, student satisfaction and student loyalty, this study contributes in adding to the body of knowledge in HEIs in Nigeria. Also, to the best of the authors’ knowledge there is no study published that explores the influence of service quality, student satisfaction and its relationship to how students perceive the offered service whether they are satisfied or not and most importantly whether they will retain dealing with the institution or not.
format Article
author Usman, Umar
Mohd Mokhtar, Sany Sanuri
author_facet Usman, Umar
Mohd Mokhtar, Sany Sanuri
author_sort Usman, Umar
title Analysis of service quality, university image and student satisfaction on student loyalty in higher education in Nigeria
title_short Analysis of service quality, university image and student satisfaction on student loyalty in higher education in Nigeria
title_full Analysis of service quality, university image and student satisfaction on student loyalty in higher education in Nigeria
title_fullStr Analysis of service quality, university image and student satisfaction on student loyalty in higher education in Nigeria
title_full_unstemmed Analysis of service quality, university image and student satisfaction on student loyalty in higher education in Nigeria
title_sort analysis of service quality, university image and student satisfaction on student loyalty in higher education in nigeria
publisher Medwell Journals
publishDate 2016
url http://repo.uum.edu.my/21287/1/IBM%2010%2012%202016%202490%202502.pdf
http://repo.uum.edu.my/21287/
https://www.medwelljournals.com/abstract/?doi=ibm.2016.2490.2502
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score 12.925488