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Article
Publication date: 28 June 2021

Abdullah Alkraiji and Nisreen Ameen

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and…

2306

Abstract

Purpose

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.

Design/methodology/approach

The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.

Findings

The key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.

Originality/value

This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

Details

Information Technology & People, vol. 35 no. 4
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 8 May 2018

Veysel Yilmaz, Erkan Ari and Hüseyin Gürbüz

Using the attitudes of students toward ideal banking services, the purpose of this paper is to examine the structure of banking-related SERVQUAL service dimensions with…

3493

Abstract

Purpose

Using the attitudes of students toward ideal banking services, the purpose of this paper is to examine the structure of banking-related SERVQUAL service dimensions with first-order and second-order confirmatory factors analysis. Following this, a study model was suggested to describe the relationship between the perceptions of students regarding the services provided by their banks and their overall level of satisfaction with the bank.

Design/methodology/approach

The sample group for the study comprised students from the Faculty of Economics and Administrative Sciences of Eskisehir Osmangazi University. The sample included 441 students, and was designed according to a stratified and proportional distribution. The first-order and second order confirmatory factor model used to confirm the structure of the SERVQUAL service dimensions presented in the study was found to be suitable and compatible. The relationship of the SERVQUAL service dimensions based on the actual perception of banking services by the students with the studentssatisfaction and loyalty to their banks was investigated using a structural equation modeling (SEM) analysis.

Findings

Based on the study results, it was concluded that the confidence inspired by the banks, the reliability of their services, and the physical appearance and accessibility of the bank all have an effect in increasing customer satisfaction.

Originality/value

Conducting this study using university students, who represent a specific group, will help in determining whether the quality of banking services provided to students is, in itself, sufficient to make them prefer these banks. Furthermore, the study will also shed light on various other aspects, such as the banks’ efforts at reviewing and developing the services they provide to students.

Details

International Journal of Bank Marketing, vol. 36 no. 3
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 4 November 2013

Riza Casidy

The purpose of this paper is to examine the relationship between perceived brand orientation (PBO), satisfaction, loyalty, and post-enrolment communication behaviour in the…

2215

Abstract

Purpose

The purpose of this paper is to examine the relationship between perceived brand orientation (PBO), satisfaction, loyalty, and post-enrolment communication behaviour in the Australian higher education sector.

Design/methodology/approach

Two hundred and fifty-eight questionnaires were completed by undergraduate students of a particular university in Australia. Structural equation modeling was employed in this study to examine the associations between the constructs.

Findings

This study provides empirical evidence that PBO has a positive and significant relationship with all dependent variables. The research reveals that students' perception of a university's brand orientation is significantly related to satisfaction, loyalty, and post-enrolment communication behaviour.

Research limitations/implications

The findings may guide the key decision makers in higher education institutions to understand the importance of brand orientation in their corporate strategy to enhance satisfaction, loyalty, and positive WOM, which can be used to differentiate themselves from other institutions in the highly competitive education market.

Originality/value

Past researchers have not looked into the dynamic relationships between PBO, satisfaction, loyalty, and post-enrolment communication behaviour, and hence research is to be called for in this area. The paper is the first to examine brand orientation from the perspective of the students and provide higher education institutions with recommendations to improve service quality through brand orientation.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 25 no. 5
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 1 February 2016

Faizan Ali, Yuan Zhou, Kashif Hussain, Pradeep Kumar Nair and Neethiahnanthan Ari Ragavan

– The purpose of this study is to investigate the effect of Malaysian public universities’ service quality on international student satisfaction, institutional image and loyalty.

14863

Abstract

Purpose

The purpose of this study is to investigate the effect of Malaysian public universities’ service quality on international student satisfaction, institutional image and loyalty.

Design/methodology/approach

A total number of 400 questionnaires were distributed to international students, selected using convenience sampling technique, at three public Malaysian university campuses in Kuala Lumpur. Of this, 241 were deemed fit for analysis (60 per cent response rate). Partial Least Squares Structural Equation Modeling was used to analyze the collected data, assess the model and test hypotheses.

Findings

The findings show that all the five dimensions of higher education service quality influence student satisfaction which in turn influences institutional image, and together, they influence student loyalty.

Research limitations/implications

There are a number of limitations associated with this study. First, the findings of the study are based on data from international students at only three Malaysian public university campuses. Second, this study focuses on a relatively small sample of international students. Besides, this study uses HEdPERF to assess higher education service quality which might exclude some factors that may influence international student satisfaction. On the other hand, it highlights a number of implications for the management of Malaysian universities.

Originality/value

This study validates the HEdPERF scale in the context of Malaysian public universities with regard to the perceptions of international students. Furthermore, this study extends the HEdPERF scale and examines its effects on student satisfaction, institutional image and loyalty.

Details

Quality Assurance in Education, vol. 24 no. 1
Type: Research Article
ISSN: 0968-4883

Keywords

Article
Publication date: 9 August 2013

I Gede Mahatma Yuda Bakti and Sik Sumaedi

The purpose of this research is to investigate the relationship between library customer loyalty and other latent constructs, namely service quality and customer satisfaction in a…

5496

Abstract

Purpose

The purpose of this research is to investigate the relationship between library customer loyalty and other latent constructs, namely service quality and customer satisfaction in a university library service in Indonesia. More specifically, the research aims to examine whether service quality affects customer loyalty directly and indirectly through customer satisfaction.

Design/methodology/approach

The authors surveyed the users of a university library in Indonesia by using a structured questionnaire. In total, 100 of the library users participated on the survey. Structural equation modeling technique was performed to analyze the empirical data.

Findings

The research reveals that service quality has a direct effect on customer satisfaction, which then directly influences library customer loyalty. However, service quality does not have significant direct effect on customer loyalty in a library service.

Research limitations/implications

The data collection using convenience sampling method causes the limitation of the research results in representing across all library users in the university library where the research was conducted. This study can be replicated with a larger sample size in order to examine the stability of the results in other contexts. In addition, future research can be carried out by involving other variables that may affect customer loyalty, i.e. perceived value, image, trust, and involvement.

Practical implications

The library customer loyalty is not guaranteed if library management only improves the quality of the library services. Furthermore, to achieve library customer loyalty, library management has to assure the library customer satisfaction. Thus, since many factors can influence library customer satisfaction, library management should improve not only library service quality, but also other aspects that influence library customer satisfaction, such as perceived price, situational factor, and personal factor.

Originality/value

Only a few empirical studies on customer loyalty were found in library service. More specifically, there is a lack of empirical studies that investigated the relationship between library customer loyalty, service quality, and customer satisfaction. This paper has addressed this gap in the literature.

Details

Library Management, vol. 34 no. 6/7
Type: Research Article
ISSN: 0143-5124

Keywords

Article
Publication date: 13 October 2022

Lovemore Chikazhe, Thomas Bhebhe, Brighton Nyagadza, Edmore Munyanyi and Tricia Singizi

This paper aims to investigate how graduates’ perceptions of self-service technology and perceived job performance can be used to assess university service quality. Also, this…

Abstract

Purpose

This paper aims to investigate how graduates’ perceptions of self-service technology and perceived job performance can be used to assess university service quality. Also, this study examines the mediating role of perceived job performance on the effect of university service quality on graduates’ satisfaction and loyalty.

Design/methodology/approach

A quantitative methodology was adopted where university graduates’ perceptions of self-service technology and job performance were used to assess the level of the university’s service quality. Through a cross-sectional survey, data were collected from 280 university graduates employed in Chinhoyi town, Zimbabwe, during the period between August and December 2021.

Findings

This study’s findings indicate that self-service technology influences university service quality which in turn impacts on graduates’ perceived job performance, satisfaction and loyalty. Graduates' perceived job performance was also found to partially mediate the effect of university service quality on satisfaction and loyalty among graduates.

Research limitations/implications

This study’s results are instrumental to enable university’s management in developing economies to adopt and improve self-service technologies as this enhances university service quality and graduates’ perceived job performance, satisfaction and loyalty.

Originality/value

This paper provides new insights, that is, the incorporation of graduates’ perceptions of self-service technology and job performance in assessing the university’s service quality. This research further clarifies the function of graduates’ perceived job performance in mediating the effect of university service quality on graduate satisfaction and loyalty. This study further adds to our understanding of tools, criteria and methods for assuring university service quality.

Details

Quality Assurance in Education, vol. 31 no. 2
Type: Research Article
ISSN: 0968-4883

Keywords

Article
Publication date: 19 January 2010

Helena Alves and Mário Raposo

The purpose of this paper is to analyse the influence of image on student satisfaction and loyalty.

6214

Abstract

Purpose

The purpose of this paper is to analyse the influence of image on student satisfaction and loyalty.

Design/methodology/approach

In order to accomplish the objectives proposed, a model reflecting the influence of image on student satisfaction and loyalty is applied. The model is tested through use of structural equations and the final sample is of 2,687 students.

Findings

The model shows that image is the construct that most influences student satisfaction. The influence of image is also relevant on student loyalty.

Research limitations/implications

In this paper, the constructs of image resulted in a reliability level of 0.846; future research is needed in order to find more reliable image measurement indicators.

Practical implications

If higher education institutions have to compete through image, the first step to take is to measure the university image held by its students. It is proven by this paper that the construct which most influences student satisfaction in higher education is the image construct, with a total effect of 0.86. Thus, if the institutional image rises or falls by a unit in terms of valorisation, satisfaction increases or diminishes by a proportion of 0.86 and loyalty by a proportion of 0.73.

Originality/value

Several studies have shown that, in general, corporate image is important to attract and retain customers. This paper depicts the specific influences of image specifically on student satisfaction and student loyalty and also the respective level of influence.

Details

International Journal of Educational Management, vol. 24 no. 1
Type: Research Article
ISSN: 0951-354X

Keywords

Article
Publication date: 5 March 2018

Miguel Pérez Ajami, Luis Navarro Elola and Jesús Pastor

A study of the Spanish wine sector, in this case specifically the Designation of Origin (DO) Somontano, requires validation of the European Customer Satisfaction Index (ECSI)…

Abstract

Purpose

A study of the Spanish wine sector, in this case specifically the Designation of Origin (DO) Somontano, requires validation of the European Customer Satisfaction Index (ECSI), which also needs to be improved and adapted to obtain more information on customer satisfaction. The paper aims to discuss this issue.

Design/methodology/approach

In this paper the ECSI model was applied, based on structural equation modeling (SEM) using the partial least squares.

Findings

An empirical analysis shows that the importance of customers’ expectations and perceived quality are the most influential factors in achieving satisfaction. Also highlighted in the new model is the linkage between service and product qualities in a unique variable, total quality.

Originality/value

In addition to validating the ECSI model for DO Somontano, a new innovative implementation was developed and tested to improve the calculation of satisfaction.

Details

The TQM Journal, vol. 30 no. 2
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 10 March 2021

Nargess Malakooti Asl, Mojtaba Kaffashan Kakhki and Mehri Parirokh

This study aims to investigate the relationship between customers’ knowledge management and their loyalty to academic libraries.

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Abstract

Purpose

This study aims to investigate the relationship between customers’ knowledge management and their loyalty to academic libraries.

Design/methodology/approach

This study was conducted by the descriptive-survey method. After determining the validity and the reliability of the questionnaire, 400 questionnaires were distributed among the undergraduate students of Ferdowsi University of Mashhad (FUM) by stratified sampling method. Finally, 373 questionnaires were considered as the basis for data analysis. Structural equation method was used for data analysis.

Findings

In this study, nine hypotheses were examined and tested. The results of the path analysis indicated that factors such as perceived value, knowledge about customer, satisfaction, perceived quality, knowledge for customer and knowledge about customer had the most to least impact on customer loyalty to academic libraries. In addition, this study highlighted the role of perceived value. Data analysis showed the important role of perceived value as an interface between customers’ knowledge management and its direct and indirect relationship with them.

Practical implications

Based on the findings of this study, it seems that the managers and the librarians of academic libraries need to consider the relationship between customers’ knowledge management and perceived quality, as well as the satisfaction of their customers to use the customer knowledge management capacities for developing their loyalty.

Originality/value

In this case, an effective step can be taken toward developing the knowledge management of users and ultimately encouraging them to show their loyalty to academic libraries and satisfying their information needs and providing the justification for the survival of these types of libraries.

Details

Global Knowledge, Memory and Communication, vol. 70 no. 3
Type: Research Article
ISSN: 2514-9342

Keywords

Content available
Book part
Publication date: 30 July 2018

Abstract

Details

Marketing Management in Turkey
Type: Book
ISBN: 978-1-78714-558-0

11 – 20 of over 8000