Determinants of student loyalty in higher education: A tested relationship approach in latin America

José Rojas-Méndez, Arturo Z. Vasquez-Parraga, Ali Kara, Arcadio Cerda-Urrutia

Research output: Contribution to journalArticlepeer-review

82 Scopus citations

Abstract

Student loyalty is a critical measure in the success of higher education institutions that aim at retaining students until graduation and then attracting them back. This study examines the relative importance of relationship pathways among key factors affecting student loyalty in the following order: perceived service quality, satisfaction, trust, and commitment. The findings reveal that perceived service quality and student satisfaction do not translate directly into student loyalty, but, rather, indirectly through the mediation of trust and commitment. Implications of the findings are discussed.

Original languageEnglish (US)
Pages (from-to)21-39
Number of pages19
JournalLatin American Business Review
Volume10
Issue number1
DOIs
StatePublished - Nov 12 2009

All Science Journal Classification (ASJC) codes

  • Business and International Management
  • Business, Management and Accounting (miscellaneous)

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