政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/152876
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文笔数/总笔数 : 113656/144643 (79%)
造访人次 : 51730360      在线人数 : 633
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜寻范围 查询小技巧：
  • 您可在西文检索词汇前后加上"双引号"，以获取较精准的检索结果
  • 若欲以作者姓名搜寻，建议至进阶搜寻限定作者字段，可获得较完整数据
    •  进阶搜寻


    请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/152876


    题名: 學校服務品質、學生滿意度與忠誠度相關之影響
    Relationships among Service Quality, Student Satisfaction and Loyalty
    作者: 沈君儀
    Shen, Chun-Yi
    贡献者: 陳榮政
    Chen, Jung-Cheng
    沈君儀
    Shen, Chun-Yi
    关键词: 學校服務品質
    學生滿意度
    忠誠度
    service quality
    student satisfaction
    loyalty
    日期: 2024
    上传时间: 2024-08-05 14:31:50 (UTC+8)
    摘要: 本研究旨在瞭解在臺灣大專院校競爭日益激烈，面臨少子女化趨勢下，學生人數銳減及學生休退學率逐年升高問題的情況下，某護理專科學校之服務品質、學生滿意度與忠誠度的現況，對於不同背景變項下學校服務品質、學生滿意度與忠誠度之差異情形作分析，探究學校服務品質、學生滿意度與忠誠度之間的關係。
    本研究採問卷法，以某護理專科學校之學生為研究對象，共回收有效樣本527份。透過描述性統計、重要-表現程度分析法、獨立樣本t檢定、單因子變異數分析、皮爾森積差相關分析及結構方程模式等統計方法檢驗研究假設。研究結論分述如下：
    一、某護理專科學校學生自評之學校服務品質、學生滿意度與忠誠度整體狀況屬於中上程度，分別以「體貼性」、「整體滿意度」及「我如果我有重新選擇的機會，我依然會選擇我目前所就讀的學校」層面表現最佳。
    二、不同背景變項的學生，對學校服務品質、學生滿意度與忠誠度有顯著差異。
    三、學校服務品質對學生滿意度具有顯著影響。
    四、學生滿意度對忠誠度具有顯著影響。
    五、學校服務品質對於忠誠度無顯著影響。
    六、學生滿意度對學校服務品質與忠誠度之關係存在中介效果。
    依據以上研究結果，本研究進行相關整理與討論，並提出實務建議及未來研究方向供參考。
    The aim of this study is to understand the current situation of service quality, student satisfaction, and loyalty in a certain nursing vocational school in Taiwan, amidst the increasingly competitive landscape of higher education institutions, as well as the declining student enrollment and rising dropout rates due to demographic changes. The study analyzes the differences in service quality, student satisfaction, and loyalty among students with different backgrounds and explores the relationships between these variables.
    A questionnaire survey was conducted among students of the nursing vocational school, with a total of 527 valid responses collected. Statistical methods including descriptive statistics, Importance-Performance Analysis (IPA) , independent samples t-test, one-way analysis of variance (ANOVA) , Pearson correlation analysis, and structural equation modeling (SEM) were employed to test the research hypotheses. The conclusions of the study are as follows:
    1.The self-rated service quality, student satisfaction, and loyalty of students in the nursing vocational school are generally above average, with the aspects of "empathy", "overall satisfaction", and "likelihood of choosing the current school again if given the chance" performing the best.
    2.Students with different background variables exhibit significant differences in service quality, student satisfaction, and loyalty.
    3.Service quality significantly influences student satisfaction.
    4.Student satisfaction significantly influences loyalty.
    5.Service quality insignificantly influences loyalty.
    6.Student satisfaction mediates the relationship between service quality and loyalty.
    Based on the research findings, this study provides relevant summaries and discussions, as well as practical recommendations and suggestions for future research directions.
    參考文獻: 教育部 (無日期) 。大專校院校務訊公開平臺學-13-1.於學年底處於休學狀態之人數-以「系 (所) 」統計 (110學年度以前) 。2023年8月16日，取自https://udb.moe.edu.tw/udata/DetailReportList/%E5%AD%B8%E7%94%9F%E9%A1%9E/StatSuspendStudent/Index
    教育部 (無日期) 。各教育階段學生數預測報告。2023年9月20日，取自https://udb.moe.edu.tw/udata/DetailReportList/%E5%AD%B8%E7%94%9F%E9%A1%9E
    國家發展委員會 (無日期) 。高等教育與職業訓練-大專校院學校數。2023年9月20日，取自https://www.ndc.gov.tw/Content_List.aspx?n = CD0C0A5FC08858C9
    教育部 (無日期) 。大專校院校務訊公開平臺-112 學年度全校新生 (含境外生) 註冊率。2023年9月20日，取自https://udb.moe.edu.tw/udata/
    衛生福利部與健康照護司 (無日期) 。從數字了解世界與台灣護理人力。2023年12月28日，取自https://nurse.mohw.gov.tw/cp-218-1901-7ed65-2.html
    何瑞枝 (2012) 。多面向關係行銷在學校之應用。學校行政，81，154-172。https://doi.org/10.6423/hhhc.201209.0154
    宋宥賢 (2017) 。臺灣國中中輟輔導復學資源運用之困境與相關挑戰：以生態系統論整合國中輔導教師觀點為例。臺北市立大學學報，48，53-84。
    吳明隆 (2007) 。結構方程模式：AMOS的操作與應用。五南。
    吳明隆、張毓仁 (2018) 。SPSS問卷統計分析快速上手秘笈。五南。
    李佩珊 (2022) 。從生態系統理論探討校園霸凌的危機處理。學校行政，137，294-312。
    林冠宏 (2012) 。大學學校形象對學生忠誠度之影響-以自我肯定、他人尊重、信任為中介 (未出版碩士論文) 。國立臺南大學。
    林淑容 (2016) 。學校品牌形象、學校服務品質及行銷策略與學生滿意度關聯性研究—以大學餐旅系為例 (未出版博士論文) 。國立彰化師範大學。
    陳順宇 (2007) 。結構方程模式─Amos操作。心理出版社。
    張佩玲 (2016) 。大學形象、服務品質、學生滿意度與忠誠度之相關性研究：以大學推廣中心為例 (未出版碩士論文) 。東吳大學。
    張媚 (2017) 。護理教育在護理專業發展中的角色。護理雜誌，64 (1) , 5-10.
    黃芳銘 (2009) 。結構方程模式-理論與應用 (五版) 。五南。
    楊玲惠、何光明、周鉦凱 (2012) 。技術校院餐飲管理系教育品質屬性之個案研究-Kano 二維品質模式與 IPA 方法的應用分析。技術及職業教育學報，5 (1) ，1-39。
    鄭靜芬 (2013) 。近年各級教育概觀與趨勢分析。數據分析，8 (4) ，33-51。
    蕭文龍、陳世智 (2018) 。AMOS結構方程模式最佳入門實用書。碁峰。
    蕭至惠、蔡進發、盧信豪 (2011) 。探討服務品質與顧客滿意度對顧客忠誠度的影響-以信任及關係承諾為中介變數。商管科技季刊，12 (3) ，231-262。
    A. Dion, P., Javalgi, R., & Dilorenzo-Aiss, J. (1998). An empirical assessment of the Zeithaml, Berry and Parasuraman service expectations model. Service Industries Journal, 18(4), 66-86. https://doi.org/10.1080/02642069800000042
    Abbas, S. A. (2019). Brand loyalty of Higher Education Institutions. Marketing and Management of Innovations, 1, 46-56. https://doi.org/doi: 10.21272/mmi.2019.1-04.
    Abdullah, F. (2005). HEdPERF versus SERVPERF: The quest for ideal measuring instrument of service quality in higher education sector. Quality Assurance in Education, 13(4), 305-328. https://doi.org/10.1108/09684880510626584
    Abdullah, F. (2006). Measuring service quality in higher education: HEdPERF versus SERVPERF. Marketing Intelligence & Planning, 24(1), 31-47. https://doi.org/ 10.1108/02634500610641543
    Abouelfettoh, A., & Mumtin, S. (2015). Nursing students’ satisfaction with their clinical placement. Journal of Scientific Research and Reports, 4(6), 490-500. https://doi.org/10.9734/JSRR/2015/12046
    Abu Zayyad, H. M., Obeidat, Z. M., Alshurideh, M. T., Abuhashesh, M., Maqableh, M., & Masa’deh, R. e. (2021). Corporate social responsibility and patronage intentions: The mediating effect of brand credibility. Journal of Marketing Communications, 27(5), 510-533. https://doi.org/10.1080/13527266.2020.1728565
    Abushaikha, L., Mahadeen, A., AbdelKader, R., & Nabolsi, M. (2014). Academic challenges and positive aspects: Perceptions of male nursing students. International Nursing Review, 61(2), 263-269. https://doi.org/10.1111/inr.12098
    Admi, H., Moshe-Eilon, Y., Sharon, D., & Mann, M. (2018). Nursing students' stress and satisfaction in clinical practice along different stages: A cross-sectional study. Nurse Education Today, 68, 86-92. https://doi.org/10.1016/j.nedt.2018.05.027
    Akter, S., D'Ambra, J., & Ray, P. (2011). Trustworthiness in mHealth information services: an assessment of a hierarchical model with mediating and moderating effects using partial least squares (PLS). Journal of The American Society for Information Science and Technology, 62(1), 100-116. https://doi.org/10.1002/asi.21442
    Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. International Journal of Marketing Studies, 9(2), 92-103. https://doi.org/10.5539/ijms.v9n2p92
    Al Rasyid, H. (2017). Pengaruh kualitas layanan dan pemanfaatan teknologi terhadap kepuasan dan loyalitas pelanggan Go-Jek. Jurnal Ecodemica: Jurnal Ekonomi Manajemen dan Bisnis, 1 (2), 210-223.
    Ali, F., Zhou, Y., Hussain, K., Nair, P. K., & Ragavan, N. A. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality Assurance in Education, 24(1), 70-94. https://doi.org/10.1108/QAE-02-2014-0008
    Ali, M., & Ahmed, M. (2018). Determinants of students’ loyalty to university: A service-based approach. Munich Personal RePEc Archive, 84352, 1-46.
    Ali, M., Amir, H., & Ahmed, M. (2021). The role of university switching costs, perceived service quality, perceived university image and student satisfaction in shaping student loyalty. Journal of Marketing for Higher Education, 31(2), 1-22. https://doi.org/10.1080/08841241.2021.1975184
    Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business Excellence, 28(5-6), 559-577.https://doi.org/10.1080/14783363.2015.1100517
    Alkufahy, A., Al-Alshare, F., Qawasmeh, F., Aljawarneh, N., & Almaslmani, R. (2023). The mediating role of the perceived value on the relationships between customer satisfaction, customer loyalty and e-marketing. International Journal of Data and Network Science, 7(2), 891-900. https://doi.org/10.5267/j.ijdns.2022.12.022
    Alrubaiee, L. (2012). Exploring the relationship between ethical sales behavior, relationship quality, and customer loyalty. International Journal of Marketing Studies, 4(1), 7-25. http://dx.doi.org/10.5539/ijms.v4n1p7
    Alshamsi, A., Alshurideh, M., Kurdi, B. A., & Salloum, S. A. (2020, October 19-21). The influence of service quality on customer retention: A systematic review in the higher education. In Proceedings of the International Conference on Advanced Intelligent Systems and Informatics, Cairo, Egypt.
    Alshurideh, M., Al Kurdi, B., Abumari, A. A., & Salloum, S. A. (2018). Pharmaceutical promotion tools effect on physician's adoption of medicine prescribing: Evidence from Jordan. Modern Applied Science, 12(11), 210-222.
    Alshurideh, M. T. (2017). A theoretical perspective of contract and contractual customer-supplier relationship in the mobile phone service sector. International Journal of Business and Management, 12(7), 201-210.
    Alshurideh, M. T., Al-Hawary, S., Mohammad, A., Al-Hawary, A., & Al Kurdi, A. (2017). The impact of Islamic bank’s service quality perception on Jordanian customer’s loyalty. Jounal of management reseach, 9, 139-159.
    Alves, H., & Raposo, M. (2007). Conceptual model of student satisfaction in higher education. Total Quality Management, 18(5), 571-588. https://doi.org/10.1080/14783360601074315
    Alves, H., & Raposo, M. (2009). The measurement of the construct satisfaction in higher education. The Service Industries Journal, 29(2), 203-218. https://doi.org/10.1080/02642060802294995
    Amelia, N. (2018). Pengaruh Kualitas Pelayanan, Harga Dan Citra Kampus Terhadap Loyalitas Mahasiswa Mengikuti Program MGM (Member Get Member) Melalui Kepuasan Mahasiswa Sebagai Variabel Intervening. Abdi Ilmu, 1(1), 121-133.
    Annamdevula, S., & Bellamkonda, R. S. (2016a). Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities: Development of HiEduQual. Journal of Modelling in Management, 11(2), 488-517. https://doi.org/10.1108/JM2-01-2014-0010
    Annamdevula, S., & Bellamkonda, R. S. (2016b). The effects of service quality on student loyalty: the mediating role of student satisfaction. Journal of Modelling in Management, 11(2), 446-462. https://doi.org/10.1108/JM2-04-2014-0031
    Appuhamilage, K. S. M., & Torii, H. (2019). The impact of loyalty on the student satisfaction in higher education: A structural equation modeling analysis. Higher Education Evaluation and Development, 13(2), 82-96. https://doi.org/10.1108/HEED-01-2019-0003
    Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European Journal of Marketing, 31(7), 528-540.
    Austin, A. J., & Pervaiz, S. (2017). The relation between ‘student loyalty’and ‘student satisfaction’ (a case of college/intermediate students at Forman Christian College). European Scientific Journal, 13(1), 100-117.
    Ayodeji, Y., Rjoub, H., & Özgit, H. (2023). Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies. Technology in Society, 72, 102-106. https://doi.org/10.1016/j.techsoc.2022.102106
    Azam, A. (2018). Service quality dimensions and students’ satisfaction: A study of Saudi Arabian private higher education institutions. European Online Journal of Natural and Social Sciences, 7(2), 275-284.
    Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785-804. https://doi.org/10.1016/S0160-7383 (99)00108-5
    Bakrie, M., Sujanto, B., & Rugaiyah, R. (2019). The influence of service quality, institutional reputation, students’ satisfaction on students’ loyalty in higher education institution. International Journal for Educational and Vocational Studies, 1(5), 379-391. https://doi.org/10.29103/ijevs.v1i5.1615
    Banahene, S., Kraa, J. J., & Kasu, P. A. (2018). Impact of HEdPERF on students’ satisfaction and academic performance in Ghanaian universities; mediating role of attitude towards learning. Open Journal of Social Sciences, 6(5), 96–119. https://doi.org/10.4236/jss.2018.65009
    Basha, M. B., Mason, C., Shamsudin, M. F., Hussain, H. I., & Salem, M. A. (2015). Consumers attitude towards organic food. Procedia Economics and Finance, 31, 444-452. https://doi.org/10.1016/S2212-5671 (15)01219-8
    Bell, A. R., & Brooks, C. (2018). What makes students satisfied? A discussion and analysis of the UK’s national student survey. Journal of Further and Higher Education, 42(8), 1118-1142. https://doi.org/10.1080/0309877X.2017.1349886
    Bentler, P. M., & Wu, E. J. C. (1993). EQS/Windows user's guide (BMDP Statistical Software). Los Angeles: BMDP Statistical Software.
    Berry, L. L. (1983). Relationship marketing. Emerging Perspectives on Services Marketing, 66(3), 33-47.
    Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1994). Improving service quality in America: lessons learned. Academy of Management Perspectives, 8(2), 32-45. https://doi.org/10.5465/ame.1994.9503101072
    Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69-82. https://doi.org/10.1177/002224299005400206
    Bollen, K. A. (1989). Structure equations with latent variables. New York: John Wiley.
    Borishade, T. T., Ogunnaike, O. O., Salau, O., Motilewa, B. D., & Dirisu, J. I. (2021). Assessing the relationship among service quality, student satisfaction and loyalty: the NIGERIAN higher education experience. Heliyon, 7(7), e07590. https://doi.org/10.1016/j.heliyon.2021.e07590
    Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7-27. https://doi.org/10.1177/002224379303000102
    Brady, M. K., Cronin Jr, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: a replication and extension. Journal of Business Research, 55(1), 17-31. https://doi.org/10.1016/S0148-2963 (00)00171-5
    Brogowicz, A. A., Delene, L. M., & Lyth, D. M. (1990). A synthesised service quality model with managerial implications. International Journal of Service Industry Management, 1(1), 27-45. https://doi.org/10.1108/09564239010001640
    Bronfenbrenner, U. (1977). Toward an experimental ecology of human development. American Psychologist, 32(7), 513-531. https://doi.org/10.1037/0003-066X.32.7.513
    Bronfenbrenner, U., & Evans, G. W. (2000). Developmental science in the 21st century: Emerging questions, theoretical models, research designs and empirical findings. Social Development, 9(1), 115-125.
    Bronfenbrenner, U., & Morris, P. A. (1998). The ecology of developmental processes. In W. Damon & R. M. Lerner (Eds.), Handbook of child psychology: Theoretical models of human development (pp. 993-1028). John Wiley & Sons Inc.
    Brown, R. M., & Mazzarol, T. W. (2009). The importance of institutional image to student satisfaction and loyalty within higher education. Higher Education, 58, 81-95. https://doi.org/10.1007/s10734-008-9183-8
    Burgess, A., Senior, C., & Moores, E. (2018). A 10-year case study on the changing determinants of university student satisfaction in the UK. PloS One, 13 (2), e0192976. https://doi.org/10.1371/journal.pone.0192976
    Cant, R., Gazula, S., & Ryan, C. (2023). Predictors of nursing student satisfaction as a key quality indicator of tertiary students' education experience: An integrative review. Nurse Education Today, 126, 105806, https://doi.org/10.1016/j.nedt.2023.105806.
    Cant, R., Ryan, C., & Cooper, S. (2021). Nursing students' evaluation of clinical practice placements using the Clinical Learning Environment, Supervision and Nurse Teacher scale–A systematic review. Nurse Education Today, 104, 104983. https://doi.org/10.1016/j.nedt.2021.104983
    Çelik, A. K., Oktay, E., Özen, Ü., Karaaslan, A., & Yarbaşı, İ. Y. (2018). Assessing postgraduate students’ satisfaction with quality of services at a Turkish University using alternate ordered response models. Periodica Polytechnica Social and Management Sciences, 26(1), 87-101. https://doi.org/10.3311/PPso.9611
    Chan, Z. C., Cheng, W. Y., Fong, M. K., Fung, Y. S., Ki, Y. M., Li, Y. L., Wong, H. T., Wong, T. L., & Tsoi, W. F. (2019). Curriculum design and attrition among undergraduate nursing students: A systematic review. Nurse Education Today, 74, 41-53. https://doi.org/10.1016/j.nedt.2018.11.024
    Chandra, T., Hafni, L., Chandra, S., Purwati, A. A., & Chandra, J. (2019). The influence of service quality, university image on student satisfaction and student loyalty. Benchmarking: An International Journal, 26(5), 1533-1549. https://doi.org/10.1108/BIJ-07-2018-0212
    Chandra, T., Ng, M., Chandra, S., & Priyono. (2018). The effect of service quality on student satisfaction and student loyalty: An empirical study. Journal of Social Studies Education Research, 9(3), 109-131.
    Chang, I.-Y., & Chang, W.-Y. (2012). The effect of student learning motivation on learning satisfaction. International Journal of Organizational Innovation, 4(3), 281-305.
    Chen, Y.-C. (2015). An empirical study on the student experience of higher education service quality in Taiwan. International Journal of Management Sciences, 6(12), 582-594.
    Cheng, M., Taylor, J., Williams, J., & Tong, K. (2016). Student satisfaction and perceptions of quality: testing the linkages for PhD students. Higher Education Research & Development, 35(6), 1153-1166. https://doi.org/10.1080/07294360.2016.1160873
    Chinomona, R., & Dubihlela, D. (2014). Does customer satisfaction lead to customer trust, loyalty and repurchase intention of local store brands? The case of Gauteng Province of South Africa. Mediterranean Journal of Social Sciences, 5(9), 23-32. https://doi.org/10.5901/mjss.2014.v5n9p23
    Copeland, M. T. (1923). Relation of consumers' buying habits to marketing methods. Harvard Business Review, 1(2), 282-289.
    Crombie, A., Brindley, J., Harris, D., Marks-Maran, D., & Thompson, T. M. (2013). Factors that enhance rates of completion: What makes students stay?. Nurse Education Today, 33(11), 1282-1287. https://doi.org/10.1016/j.nedt.2013.03.02
    Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56 (3), 55-68. https://doi.org/10.1177/002224299205600304
    Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58 (1), 125-131. https://doi.org/10.1177/002224299405800110
    D. Clemes, M., A. Cohen, D., & Wang, Y. (2013). Understanding Chinese university students' experiences: An empirical analysis. Asia Pacific Journal of Marketing and Logistics, 25(3), 391-427. https://doi.org/10.1108/APJML-07-2012-0068
    Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139-173. https://doi.org/10.1016/S0022-4359 (00)00029-4
    Dado, J., Petrovicova, J. T., Cuzovic, S., & Rajic, T. (2012). An empirical examination of the relationships between service quality, satisfaction and behavioral intentions in higher education setting. Serbian Journal of Management, 7(2), 203-218. https://doi.org/10.5937/sjm7-1245
    Darawong, C., & Sandmaung, M. (2019). Service quality enhancing student satisfaction in international programs of higher education institutions: A local student perspective. Journal of Marketing for Higher Education, 29(2), 268-283. https://doi.org/10.1080/08841241.2019.1647483
    Day, R. L. (1984). Modeling choices among alternative responses to dissatisfaction. Advances in Consumer Research, 11, 496-499.
    DeShields, O. W., Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: applying Herzberg's two‐factor theory. International Journal of Educational Management, 19(2), 128-139. https://doi.org/10.1108/09513540510582426
    Dimitriadou, M., Papastavrou, E., Efstathiou, G., Theodorou, M. (2015) Baccalaureate nursing students' perceptions of learning and supervision in the clinical environment. Nursing & Health Sciences, 17(2), 236–242. http://dx.doi.org/10.1111/nhs.12174.
    Dinh, H.-V. T., Nguyen, Q. A. T., Phan, M.-H. T., Nguyen, T., & Nguyen, H. T. (2021). Vietnamese Students' Satisfaction toward Higher Education Service: The Relationship between Education Service Quality and Educational Outcomes. European Journal of Educational Research, 10(3), 1397-1410. https://doi.org/10.12973/eu-jer.10.3.1397
    Dollinger, M., Lodge, J., & Coates, H. (2018). Co-creation in higher education: Towards a conceptual model. Journal of Marketing for Higher Education, 28(2), 210-231. https://doi.org/10.1080/08841241.2018.1466756
    Douglas, J., Douglas, A., & Barnes, B. (2006). Measuring student satisfaction at a UK university. Quality Assurance in Education, 14(3), 251-267. https://doi.org/10.1108/09684880610678568
    Douglas, J., McClelland, R., & Davies, J. (2008). The development of a conceptual model of student satisfaction with their experience in higher education. Quality Assurance in Education, 16(1), 19-35. https://doi.org/10.1108/09684880810848396
    Douglas, J. A., Douglas, A., McClelland, R. J., & Davies, J. (2015). Understanding student satisfaction and dissatisfaction: an interpretive study in the UK higher education context. Studies in Higher Education, 40(2), 329-349. https://doi.org/10.1080/03075079.2013.842217
    D'Souza, M.S., Karkada, S.N., Parahoo, K., Venkatesaperumal, R. (2015). Perception of and satisfaction with the clinical learning environment among nursing students. Nurse Education Today, 35(6), 833–840. http://dx.doi.org/10.1016/j.nedt.2015.02.005.
    Duque, L. C. (2014). A framework for analysing higher education performance: students' satisfaction, perceived learning outcomes, and dropout intentions. Total Quality Management & Business Excellence, 25(1-2), 1-21. https://doi.org/10.1080/14783363.2013.807677
    El-Kassar, A.-N., Makki, D., & Gonzalez-Perez, M. A. (2019). Student–university identification and loyalty through social responsibility: A cross-cultural analysis. International Journal of Educational Management, 33(1), 45-65. https://doi.org/10.1108/IJEM-02-2018-0072
    El-Kassar, A.-N., Makki, D., Gonzalez-Perez, M. A., & Cathro, V. (2023). Doing well by doing good: why is investing in university social responsibility a good business for higher education institutions cross culturally? Cross Cultural & Strategic Management, 30(1), 142-165. https://doi.org/10.1108/CCSM-12-2021-0233
    El Alfy, S., & Abukari, A. (2020). Revisiting perceived service quality in higher education: Uncovering service quality dimensions for postgraduate students. Journal of Marketing for Higher Education, 30(1), 1-25. https://doi.org/10.1080/08841241.2019.1648360
    Elliott, K. M., & Healy, M. A. (2001). Key factors influencing student satisfaction related to recruitment and retention. Journal of Marketing for Higher Education, 10(4), 1-11. https://doi.org/10.1300/J050v10n04_01
    Elliott, K. M., & Shin, D. (2002). Student satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, 24(2), 197-209. https://doi.org/10.1080/1360080022000013518
    Elsharnouby, T. H. (2015). Student co-creation behavior in higher education: The role of satisfaction with the university experience. Journal of Marketing for Higher Education, 25(2), 238-262. https://doi.org/10.1080/08841241.2015.1059919
    Encinas Orozco, F. C., & Cavazos Arroyo, J. (2017). Students’ loyalty in higher education: the roles of affective commitment, service co-creation and engagement. Cuadernos de Administración (Universidad del Valle), 33(57), 96-110.
    Espinoza, O., González, L. E., Sandoval, L., Loyola, J., McGinn, N., & Castillo, D. (2022). Investigating the major factors that contribute to satisfaction with university formation in Psychology and Teaching in Chile. Journal of Marketing for Higher Education, 32(1), 37-53. https://doi.org/10.1080/08841241.2020.1807447
    Fauzi, A. A., & Suryani, T. (2019). Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Journal of Islamic Marketing, 10(1), 269-289. https://doi.org/10.1108/JIMA-04-2017-0048
    Feng, T., Wang, D., Lawton, A., & Luo, B. N. (2019). Customer orientation and firm performance: The joint moderating effects of ethical leadership and competitive intensity. Journal of Business Research, 100, 111-121. https://doi.org/10.1016/j.jbusres.2019.03.021
    Fitzpatrick, S. J., Monda, S. J., & Wooding, C. B. (2016). Great expectations: Career planning and training experiences of graduate students in sport and exercise psychology. Journal of Applied Sport Psychology, 28(1), 14-27. https://doi.org/10.1080/10413200.2015.1052891
    Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-21. https://doi.org/10.1177/0022242992056001
    Galeeva, R. B. (2016). SERVQUAL application and adaptation for educational service quality assessments in Russian higher education. Quality Assurance in Education, 24(3), 329-348. https://doi.org/10.1108/QAE-06-2015-0024
    Ganesan, S., Brown, S. P., Mariadoss, B. J., & Ho, H. (2010). Buffering and amplifying effects of relationship commitment in business-to-business relationships. Journal of Marketing Research, 47(2), 361-373. https://doi.org/10.1509/jmkr.47.2.361
    García-Aracil, A. (2009). European graduates’ level of satisfaction with higher education. Higher Education, 57(1), 1-21. https://doi.org/10.1007/s10734-008-9121-9
    García-Rodríguez, F. J., & Gutierrez-Tano, D. (2024). Loyalty to higher education institutions and the relationship with reputation: an integrated model with multi-stakeholder approach. Journal of Marketing for Higher Education, 34(1),223-245. https://doi.org/10.1080/08841241.2021.1975185
    Giese, J. L., & Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 1(1), 1-22.
    Giner, G. R., & Rillo, A. P. (2016). Structural equation modeling of co-creation and its influence on the student’s satisfaction and loyalty towards university. Journal of Computational and Applied Mathematics, 291, 257-263. https://doi.org/10.1016/j.cam.2015.02.044
    Gnusowski, M., & Schoefer, K. (2022). Student-to-Student Interactions in Marketing Education: A Critical Incident Technique-Based Inquiry Into Drivers of Students’ (Dis) Satisfaction. Journal of Marketing Education, 44(1), 25-40. https://doi.org/10.1177/02734753211027617
    Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
    Grönroos, C. (1998). Marketing services: the case of a missing product. Journal of Business & Industrial Marketing. 13(4/5), 322-338.
    Griffin, J., & Lowenstein, M. W. (2002). Customer winback: How to recapture lost customers--And keep them loyal. John Wiley & Sons.
    Gronroos, C. (1990). Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of Business Research, 20(1), 3-11. https://doi.org/10.1016/0148-2963 (90)90037-E
    Gruber, T., Fuß, S., Voss, R., & Gläser‐Zikuda, M. (2010). Examining student satisfaction with higher education services: Using a new measurement tool. International Journal of Public Sector Management, 23(2), 105-123. https://doi.org/10.1108/09513551011022474
    Gummesson, E. (1998). Productivity, quality and relationship marketing in service operations. International Journal of Contemporary Hospitality Management, 10(1), 4-15.
    Gunarto, M., Purwanto, P., Amanah, D., & Harahap, D. A. (2022). Creating Student Loyalty Through the Value of Context-Based Customer Education. Management Scientific Journa, 12(1), 14-30.
    Gupta, P., & Kaushik, N. (2018). Dimensions of service quality in higher education–critical review (students’ perspective). International Journal of Educational Management, 32(4), 580-605. https://doi.org/10.1108/IJEM-03-2017-0056
    Gurău, C. (2003). Tailoring e‐service quality through CRM. Managing Service Quality: An International Journal, 13(6), 520-531. https://doi.org/10.1108/09604520310506577
    Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis (5th ed). Prentice Hall.
    Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management, 7(4), 27-42.
    Hamshire, C., Willgoss, T. G., & Wibberley, C. (2012). ‘The placement was probably the tipping point’–The narratives of recently discontinued students. Nurse Education in Practice, 12(4), 182-186. https://doi.org/10.1016/j.nepr.2011.11.004
    Hammad, H., Nursalam, N., & Kurniawati, N. D. (2013). Model Development of Nursing Student Loyalty in Politeknik of Health. Jurnal Ners, 8(1), 81-87.
    Hamshire, C., Jack, K., Forsyth, R., Langan, A. M., & Harris, W. E. (2019). The wicked problem of healthcare student attrition. Nursing Inquiry, 26(3), e12294. https://doi.org/10.1111/nin.12294
    Hasan, H. F. A., Ilias, A., Rahman, R. A., & Razak, M. Z. A. (2008). Service quality and student satisfaction: A case study at private higher education institutions. International Business Research, 1(3), 163-175.
    Hassan, S., & Shamsudin, M. F. (2019). Measuring the effect of service quality and corporate image on student satisfaction and loyalty in higher learning institutes of technical and vocational education and training. International Journal of Engineering and Advanced Technology, 8(5), 533-538. https://doi.org/10.35940/ijeat.E1077.0585C19
    Hassan, S., Shamsudin, M. F., & Mustapha, I. (2019). The effect of service quality and corporate image on student satisfaction and loyalty in TVET higher learning institutes (HLIs). Journal of Technical Education and Training, 11(4), 77-85. https://doi.org/10.30880/jtet.2019.11.04.009
    Haywood‐Farmer, J. (1988). A conceptual model of service quality. International Journal of Operations & Production Management, 8(6), 19-29.
    Helgesen, Ø., & Nesset, E. (2007a). Images, satisfaction and antecedents: Drivers of student loyalty? A case study of a Norwegian university college. Corporate Reputation Review, 10(1), 38-59. https://doi.org/10.1057/palgrave.crr.1550037
    Helgesen, Ø., & Nesset, E. (2007b). What accounts for students' loyalty? Some field study evidence. International Journal of Educational Management, 21(2), 126-143.
    Helgesen, Ø., & Nesset, E. (2011). Does LibQUAL+ TM account for student loyalty to a university college library? Quality Assurance in Education, 19(4), 413-440.
    Hennig-Thurau, T., Langer, M. F., & Hansen, U. (2001). Modeling and managing student loyalty: An approach based on the concept of relationship quality. Journal of Service Research, 3(4), 331-344. https://doi.org/10.1177/109467050134006
    Hidayat, R., Nusyirwan, N., & Safrizal, S. (2023). The Effect of Service Quality on Student Satisfaction and Student Loyalty at Madrasah Aliah Negeri Pekanbaru. Dinasti International Journal of Economics, Finance & Accounting, 4(2), 343-351. https://doi.org/10.38035/dijefa.v4i2.1853
    Hill, F. M. (1995). Managing service quality in higher education: the role of the student as primary consumer. Quality Assurance in Education, 3(3), 10-21.
    Hoisington, S., & Naumann, E. (2003). The loyalty elephant. Quality Progress, 36(2), 33-41.
    Hoyt, J. E., & Howell, S. L. (2011). Beyond customer satisfaction: Reexamining customer loyalty to evaluate continuing education programs. The Journal of Continuing Higher Education, 59(1), 21-33. https://doi.org/10.1080/07377363.2011.544979
    Hsieh, S. H., Lee, C. T., & Tseng, T. H. (2022). Psychological empowerment and user satisfaction: Investigating the influences of online brand community participation. Information & Management, 59(1), 103570. https://doi.org/10.1016/j.im.2021.103570
    Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55. https://doi.org/10.1080/10705519909540118
    Hwang, Y.-S., & Choi, Y. K. (2019). Higher education service quality and student satisfaction, institutional image, and behavioral intention. Social Behavior and Personality: an International Journal, 47(2), 1-12. https://doi.org/10.2224/sbp.7622
    Ilias, S., & Shamsudin, M. F. (2020). Customer satisfaction and business growth. Journal of Undergraduate Social Science and Technology, 2(2).
    Insch, A., & Sun, B. (2013). University students' needs and satisfaction with their host city. Journal of Place Management and Development, 6(3), 178-191. https://doi.org/10.1108/JPMD-03-2013-0004
    Ismanova, D. (2019). Students’ loyalty in higher education: The mediating effect of satisfaction, trust, commitment on student loyalty to Alma Mater. Management Science Letters, 9(8), 1161-1168. https://doi.org/10.5267/j.msl.2019.4.024
    Jacoby, J., & Chestnut, R. W. (1978). Brand loyalty measurement and management. Journal of Marketing Research, 15(4), 659–660. https://doi.org/https://doi.org/10.2307/3150644
    Jain, S. (2012). Power of word of mouth advertising. International Journal of Management & Business Studies, 2(3), 65.
    Jereb, E., Jerebic, J., & Urh, M. (2018). Revising the importance of factors pertaining to student satisfaction in higher education. Organizacija, 51(4), 271-285. https://doi.org/10.2478/orga-2018-0020
    Jiang, L., Jun, M., & Yang, Z. (2016). Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce? Service Business, 10, 301-317.
    Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88-99. https://doi.org/10.1061/ (ASCE)0742-597X (1996)12:6 (11.2)
    Joreskog, K. G. & Sorbom, D. (2000). LISREL VI, Analysis of Linear Structural Relationships by Maximum Likelihood, Instrumental Variables, and Least Squares Methods (7th ed.). Mooresville, IN, Scientific Software.
    Kadir, B., & Shamsudin, M. F. (2019). A case study analysis of typhidot: an example of market-oriented R&D commercialization in Malaysia. International Journal of Financial Research, 10(5), 75-81. https://doi.org/10.5430/ijfr.v10n5p75
    Kara, A., & DeShields, O. (2004). Business student satisfaction, intentions and retention in higher education: An empirical investigation. Marketing Educator Quarterly, 3(1), 1-25.
    Kartika, T., Firdaus, A., & Najib, M. (2020). Contrasting the drivers of customer loyalty; financing and depositor customer, single and dual customer, in Indonesian Islamic bank. Journal of Islamic Marketing, 11(4), 933-959. https://doi.org/10.1108/JIMA-04-2017-0040
    Kaushal, V., & Ali, N. (2020). University reputation, brand attachment and brand personality as antecedents of student loyalty: A study in higher education context. Corporate Reputation Review, 23, 254-266.
    Kettinger, W. J., & Lee, C. C. (1994). Perceived Service Quality and User Satisfaction with the Information Service Function. Decision Sciences, 25, 737-766. https://doi.org/10.1111/j.1540-5915.1994.tb01868.x
    Kezar, A. J., & Kinzie, J. (2006). Examining the ways institutions create student engagement: The role of mission. Journal of College Student Development, 47(2), 149-172. https://doi.org/10.1353/csd.2006.0018
    Khan, J., & Hemsley-Brown, J. (2024). Student satisfaction: the role of expectations in mitigating the pain of paying fees. Journal of Marketing for Higher Education, 34(1),178-200. https://doi2024.org/10.1080/08841241.2021.1973646
    Khan, R. U., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction. Journal of Relationship Marketing, 21(1), 1-26. https://doi.org/10.1080/15332667.2020.1840904
    Khan, S. M., Ali, M., Puah, C.-H., Amin, H., & Mubarak, M. S. (2022). Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model. Journal of Islamic Accounting and Business Research, 14(5),740-766. https://doi.org/10.1108/JIABR-01-2022-0017
    Kheiry, B., Rad, B. M., & Asgari, O. (2012). University intellectual image impact on satisfaction and loyalty of students (Tehran selected universities). African Journal of Business Management, 6(37), 10205. https://doi.org/10.5897/AJBM11.434
    Khoo, S., Ha, H., & McGregor, S. L. (2017). Service quality and student/customer satisfaction in the private tertiary education sector in Singapore. International Journal of Educational Management, 31(4), 430-444. https://doi.org/10.1108/IJEM-09-2015-0121
    Kim, H. J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model. Journal of Hospitality Marketing & Management, 20(6), 619-637. https://doi.org/10.1080/19368623.2011.577698
    Kim, W.-H., Cho, J.-L., & Kim, K.-S. (2019). The relationships of wine promotion, customer satisfaction, and behavioral intention: The moderating roles of customers' gender and age. Journal of Hospitality and Tourism Management, 39, 212-218. https://doi.org/10.1016/j.jhtm.2019.03.001
    Kipkirong Tarus, D., & Rabach, N. (2013). Determinants of customer loyalty in Kenya: does corporate image play a moderating role? The TQM Journal, 25(5), 473-491. https://doi.org/10.1108/TQM-11-2012-0102
    Koay, K. Y., Cheah, C. W., & Chang, Y. X. (2022). A model of online food delivery service quality, customer satisfaction and customer loyalty: a combination of PLS-SEM and NCA approaches. British Food Journal, 124(12), 4516-4532. https://doi.org/10.1108/BFJ-10-2021-1169
    Kotler, P. (1994). Reconceptualizing marketing: an interview with Philip Kotler. European Management Journal, 12(4), 353-361. https://doi.org/10.1016/0263-2373 (94)90021-3
    Kotler, P. (2017). Philip Kotler: some of my adventures in marketing. Journal of Historical Research in Marketing, 9(2), 203-208.
    Kotler, P., & Keller, K. (2011). Marketing management 14th edition. prentice Hall.
    Kumar, V., & Shah, D. (2004). Building and sustaining profitable customer loyalty for the 21st century. Journal of Retailing, 80(4), 317-329. https://doi.org/10.1016/j.jretai.2004.10.007
    Kunanusorn, A., & Puttawong, D. (2015). The mediating effect of satisfaction on student loyalty to higher education institution. European Scientific Journal. 1(10), 1857–7881.
    Lam, T. T. H., & Trang, N. Q. (2021). Service quality in higher education: Applying HEdPERF scale in Vietnamese universities. Ho Chi Minh City Open University Journal of Science-Social Sciences, 11(1), 101-115. https://doi.org/10.46223/HCMCOUJS.soci.en.11.1.1905.2021
    Lassar, W. M., Manolis, C., & Winsor, R. D. (2000). Service quality perspectives and satisfaction in private banking. Journal of Services Marketing, 14(3), 244-271.
    Latif, K. F., Bunce, L., & Ahmad, M. S. (2021). How can universities improve student loyalty? The roles of university social responsibility, service quality, and “customer” satisfaction and trust. International Journal of Educational Management, 35(4), 815-829. https://doi.org/10.1108/IJEM-11-2020-0524
    LaTour, S. A., & Peat, N. C. (1979). Conceptual and methodological issues in consumer satisfaction research. Advances in Consumer Research, 6(1),431-437.
    LeBlanc, G., & Nguyen, N. (1999). Listening to the customer’s voice: examining perceived service value among business college students. International Journal of Educational Management, 13(4), 187-198.
    Ledikwe, A., Roberts-Lombard, M., & Klopper, H. B. (2019). The perceived influence of relationship quality on brand loyalty: An emerging market perspective. African Journal of Economic and Management Studies, 10(1), 85-101. https://doi.org/10.1108/AJEMS-04-2018-0113
    Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217-231.
    Leonard, F. S., & Sasser, W. E. (1982). The incline of quality. Harvard Business Review, 60(5), 163-171.
    Leonnard, L., Daryanto, H. K., Sukandar, D., & Yusuf, E. Z. (2015). The loyalty model of private university student. International Research Journal of Business Studies, 7(1),55-68.
    Letcher, D. W., & Neves, J. S. (2010). Determinants of undergraduate business student satisfaction. Research in Higher Education Journal, 6, 1-26. https://doi.org/10.21632/irjbs.7.1.55-68
    Liljander, V., & Strandvik, T. (1997). Emotions in service satisfaction. International Journal of service industry management, 8 (2), 148-169.
    Lo, C. C. (2010). How student satisfaction factors affect perceived learning. Journal of the Scholarship of Teaching and Learning,10 (1), 47-54.
    Lo, T., Pickle, C., Lin, S., Ralston, E., Gurling, M., Schartner, C., Bian, Q., Doudna, J., & Meyer, B. (2013). Heritable genome editing using TALENs and CRISPR/Cas9 to engineer precise insertions and deletions in evolutionarily diverse nematode species. Genetics, 195(2), 331-348.
    Manatos, M. J., Sarrico, C. S., & Rosa, M. J. (2017). The integration of quality management in higher education institutions: a systematic literature review. Total Quality Management & Business Excellence, 28(1-2), 159-175. https://doi.org/10.1080/14783363.2015.1050180
    Mano, H., & Oliver, R. L. (1993). Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction. Journal of Consumer Research, 20(3), 451-466. https://doi.org/10.1086/209361
    Mansori, S., Vaz, A. F., & Ismail, Z. (2014). Service quality, satisfaction and student loyalty in Malaysian private education. Asian Social Science, 10(7), 57-66.
    Marpaung, D., Pebri, P., Nirmalasari, N., Hartati, S., & Nasib, N. (2021). Optimization of Student Loyalty through Rewards and Students’ Satisfaction as Intervening Variables. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 4(2), 1730-1737.
    Martilla, J. A., & James, J. C. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77-79. https://doi.org/10.1177/0022242977041001
    Martínez-Argüelles, M.-J., & Batalla-Busquets, J.-M. (2016). Perceived service quality and student loyalty in an online university. International Review of Research in Open and Distributed Learning, 17(4), 264-279. https://doi.org/10.19173/irrodl.v17i4.2518
    Marzo‐Navarro, M., Pedraja‐Iglesias, M., & Pilar Rivera‐Torres, M. (2005). Measuring customer satisfaction in summer courses. Quality Assurance in Education, 13(1), 53-65. https://doi.org/10.1108/09684880510578650
    Masserini, L., Bini, M., & Pratesi, M. (2019). Do quality of services and institutional image impact students’ satisfaction and loyalty in higher education? Social Indicators Research, 146, 91-115. https://doi.org/10.1007/s11205-018-1927-y
    Mattsson, J. (1992). A service quality model based on an ideal value standard. International Journal of Service Industry Management, 3(3), 18-33.
    McLeay, F., Robson, A., & Yusoff, M. (2017). New applications for importance-performance analysis (IPA) in higher education: Understanding student satisfaction. Journal of Management Development, 36(6), 780-800.
    Menidjel, C., Benhabib, A., & Bilgihan, A. (2017). Examining the moderating role of personality traits in the relationship between brand trust and brand loyalty. Journal of Product & Brand Management, 26(6), 631-649. https://doi.org/10.1108/JPBM-05-2016-1163
    Mihanović, Z., Batinić, A. B., & Pavičić, J. (2016). The link between Students' satisfaction with faculty, overall Students’ satisfaction with student life and student performances. Review of Innovation and Competitiveness: A Journal of Economic and Social Research, 2(1), 37–60. https://doi.org/10.32728/ric.2016.21/3.
    Milton-Wildey, K., Kenny, P., Parmenter, G., & Hall, J. (2014). Educational preparation for clinical nursing: The satisfaction of students and new graduates from two Australian universities. Nurse Education Today, 34(4), 648-654. http://dx.doi.org/10.1016/j.nedt.2013.07.004.
    Mohammed, N. H., Salleh, S. M., Hamzah, S. F. M., & Yusof, H. S. M. (2023). Mediating Effect of Institutional Image on the Relationship between Student Satisfaction and Student Loyalty in Higher Learning Institutions Using the HEdPERF Model. Asian Journal of University Education, 19(1), 72-82. https://doi.org/10.24191/ajue.v19i1.21221
    Moslehpour, M., Chau, K. Y., Zheng, J., Hanjani, A. N., & Hoang, M. (2020). The mediating role of international student satisfaction in the influence of higher education service quality on institutional reputation in Taiwan. International Journal of Engineering Business Management, 12(100),1-16. https://doi.org/10.1177/1847979020971955
    Motahhari Nejad, H., & Ahmadi Deh Ghotbaddini, M. (2023). Effective factors on student loyalty: a relationship marketing approach. Research and Planning in Higher Education, 20(3), 121-140.
    Mulyawan, A., & Rinawati, R. (2016). Pengaruh Kualitas Layanan Akademik Terhadap Kepuasan Mahasiswa Serta Implikasinya Pada Loyalitas Mahasiswa (Studi Pada Sekolah Tinggi Manajemen Informatika Dan Komputer Di Kota Bandung). Jurnal Ekonomi, Bisnis & Entrepreneurship, 10(2), 119-131.
    Mulyono, H., Hadian, A., Purba, N., & Pramono, R. (2020). Effect of service quality toward student satisfaction and loyalty in higher education. The Journal of Asian Finance, Economics and Business, 7(10), 929-938. https://doi.org/10.13106/jafeb.2020.vol7.no10.929
    Murcia, J. A. M., Coll, D. G. C., & Garzón, M. C. (2009). Preliminary validation in Spanish of a scale designed to measure motivation in physical education classes: the Perceived Locus of Causality (PLOC) Scale. The Spanish Journal of Psychology, 12(1), 327-337.
    Mustapha, N. N. S. N., & Shamsudin, M. F. (2020). The power of reciprocity theory in marketing. Journal of Postgraduate Current Business Research, 5 (1).
    Nagy, J. T. (2018). Evaluation of online video usage and learning satisfaction: An extension of the technology acceptance model. International Review of Research in Open and Distributed Learning, 19(1), 160-185. https://doi.org/10.19173/irrodl.v19i1.2886
    Navimipour, N. J., & Zareie, B. (2015). A model for assessing the impact of e-learning systems on employees’ satisfaction. Computers in Human Behavior, 53, 475-485. https://doi.org/10.1016/j.chb.2015.07.026
    Nayebzadeh, S., Jalaly, M., & Shamsi, H. M. (2013). The relationship between customer satisfaction and loyalty with the bank performance in Iran. International Journal of Academic Research in Business and Social Sciences, 3(6), 114-124.
    Nazari-Shirkouhi, S., Mousakhani, S., Tavakoli, M., Dalvand, M. R., Šaparauskas, J., & Antuchevičienė, J. (2020). Importance-performance analysis based balanced scorecard for performance evaluation in higher education institutions: an integrated fuzzy approach. Journal of Business Economics and Management, 21(3), 647-678. https://doi.org/10.3846/jbem.2020.11940
    Nesset, E., & Helgesen, Ø. (2009). Modelling and managing student loyalty: A study of a Norwegian university college. Scandinavian Journal of Educational Research, 53(4), 327-345. https://doi.org/10.1080/00313830903043117
    Newman, K. (2001). Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank. International Journal of Bank Marketing, 19(3), 126-139.
    Ng, I. C. L., & Forbes, J. (2009). Education as service: The understanding of university experience through the service logic. Journal of Marketing for Higher Education, 19(1), 38-64. https://doi.org/10.1080/08841240902904703
    Ngo, V. M., & Nguyen, H. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector. Journal of Competitiveness, 8(2), 103-116. https://doi.org/10.7441/joc.2016.02.08
    O'Keeffe, P. (2013). A sense of belonging: Improving student retention. College Student Journal, 47(4), 605-613.
    O’Neill, M. A., & Palmer, A. (2004). Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education. Quality Assurance in Education, 12(1), 39-52. https://doi.org/10.1108/09684880410517423
    Oh, H. (2001). Revisiting importance–performance analysis. Tourism Management, 22(6), 617-627. https://doi.org/10.1016/S0261-5177 (01)00036-X
    Oliver, R. (1997). Satisfaction: A Behavioral Perspective on the Consumer. The McGraw-Hill Inc.
    Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi.org/10.1177/002224378001700405
    Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25–48.
    Oliver, R. L. (1993). A conceptual model of service quality and service satisfaction: Comparative goals, different concepts. Advances in Service Marketing and Management, 2, 65-85.
    Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33-44. https://doi.org/10.1177/00222429990634s10
    Oliver, R. L. (2014). Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer. Routledge.
    Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research, 14(4), 495-507. https://doi.org/10.1086/209131
    Ozkan, S., & Koseler, R. (2009). Multi-dimensional students’ evaluation of e-learning systems in the higher education context: An empirical investigation. Computers and Education, 53(4), 1285-1296. https://doi.org/10.1016/j.compedu.2009.06.011
    Palacio, A. B., Meneses, G. D., & Pérez, P. J. P. (2002). The configuration of the university image and its relationship with the satisfaction of students. Journal of Educational Administration, 40(5), 486-505. https://doi.org/10.1108/09578230210440311
    Paparoidamis, N. G., Katsikeas, C. S., & Chumpitaz, R. (2019). The role of supplier performance in building customer trust and loyalty: A cross-country examination. Industrial Marketing Management, 78, 183-197. https://doi.org/10.1016/j.indmarman.2017.02.005
    Papastavrou, E., Lambrinou, E., Tsangari, H., Saarikoski, M., Leino-Kilpi, H. (2010).Student nurses experience of learning in the clinical environment. Nurse Education in Practice. 10(3), 176–182. http://dx.doi.org/10.1016/j.nepr.2009.07.003.
    Parahoo, S. K., Santally, M. I., Rajabalee, Y., & Harvey, H. L. (2016). Designing a predictive model of student satisfaction in online learning. Journal of Marketing for Higher Education, 26(1), 1-19. https://doi.org/10.1080/08841241.2015.1083511
    Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3),39-48.
    Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64(1), 12-40.
    Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.2307/1251430
    Patro, C. S., & Kamakula, M. K. R. (2018). Emotional branding as a strategy in promoting customer loyalty. Driving customer appeal through the use of emotional branding, 225-246, IGI Global.
    Paul, R., & Pradhan, S. (2019). Achieving student satisfaction and student loyalty in higher education: A focus on service value dimensions. Services Marketing Quarterly, 40(3), 245-268. https://doi.org/10.1080/15332969.2019.1630177
    Pedro, I. M., Pereira, L. N., & Carrasqueira, H. B. (2018). Determinants for the commitment relationship maintenance between the alumni and the alma mater. Journal of Marketing for Higher Education, 28(1), 128-152. https://doi.org/10.1080/08841241.2017.1314402
    Peterson, R. A., & Crittenden, V. L. (2020). Exploring customer orientation as a marketing strategy of Mexican-American entrepreneurs. Journal of Business Research, 113, 139-148. https://doi.org/10.1016/j.jbusres.2018.12.059
    Pham, L., Limbu, Y. B., Bui, T. K., Nguyen, H. T., & Pham, H. T. (2019). Does e-learning service quality influence e-learning student satisfaction and loyalty? Evidence from Vietnam. International Journal of Educational Technology in Higher Education, 16(1), 1-26.
    Pham, L., Williamson, S., & Berry, R. (2018). Student perceptions of e-learning service quality, e-satisfaction, and e-loyalty. International Journal of Enterprise Information Systems (IJEIS), 14(3), 19-40. https://doi.org/10.4018/IJEIS.2018070102
    Philip, G., & Hazlett, S. A. (1997). The measurement of service quality: a new P‐C‐P attributes model. International Journal of Quality & Reliability Management, 14(3), 260-286.
    Pierszalowski, S., Vue, R., & Bouwma-Gearhart, J. (2018). Overcoming barriers in access to high quality education after matriculation: Promoting strategies and tactics for engagement of underrepresented groups in undergraduate research via institutional diversity action plans. Journal of STEM Education, 19(1), 48-55.
    Popli, S. (2005). Ensuring customer delight: A quality approach to excellence in management education. Quality in Higher Education, 11(1), 17-24. https://doi.org/10.1080/13538320500078874
    Nursaid, Purnomo, S. H., & Qomariah, N. (2020). The Impact of Service Quality and Institutional Image on the Satisfaction and Loyalty of Master of Management Students. 1st Borobudur International Symposium on Humanities, Economics andSocial Sciences (BIS-HESS 2019), 436, 156–161. ttps://doi.org/10.2991/assehr.k.200529.033
    Putra, I. D. G. R. D. (2019). Peran kepuasan belajar dalam mengukur mutu pembelajaran dan hasil belajar. Jurnal Penjaminan Mutu, 5(1), 22-31.
    Qazi, Z., Qazi, W., Raza, S. A., & Yousufi, S. Q. (2022). The antecedents affecting university reputation and student satisfaction: a study in higher education context. Corporate Reputation Review, 25, 253-271.
    Quinn, A., Lemay, G., Larsen, P., & Johnson, D. M. (2009). Service quality in higher education. Total Quality Management, 20(2), 139-152. https://doi.org/10.1080/14783360802622805
    Raaper, R. (2019). Students as consumers? A counter perspective from student assessment as a disciplinary technology. Teaching in Higher Education, 24(1), 1-16. https://doi.org/10.1080/13562517.2018.1456421
    Rasheed, R., & Rashid, A. (2023). Role of service quality factors in word of mouth through student satisfaction. Kybernetes. https://doi.org/10.1108/k-01-2023-0119.
    Raza, A., Rather, R. A., Iqbal, M. K., & Bhutta, U. S. (2020). An assessment of corporate social responsibility on customer company identification and loyalty in banking industry: a PLS-SEM analysis. Management Research Review, 43(11), 1337-1370. https://doi.org/ 10.1108/MRR-08-2019-0341
    Rehman, M. A., Woyo, E., Akahome, J. E., & Sohail, M. D. (2022). The influence of course experience, satisfaction, and loyalty on students’ word-of-mouth and re-enrolment intentions. Journal of Marketing for Higher Education, 32(2), 259-277. https://doi.org/10.1080/08841241.2020.1852469
    Rengel, V. K. D., Ramírez, M. E. A., & Benavides, A. V. V. (2017). Analysis of communication factors influencing customer loyalty among university students. Revista Latina de Comunicación Social (72), 751-764. https://doi.org/10.4185/RLCS-2017-1189-40en
    Richardson, J. T. (2005). Instruments for obtaining student feedback: A review of the literature. Assessment & Evaluation in Higher Education, 30(4), 387-415. https://doi.org/10.1080/02602930500099193
    Rodić Lukić, V., & Lukić, N. (2020). Assessment of student satisfaction model: evidence of Western Balkans. Total Quality Management & Business Excellence, 31(13-14), 1506-1518. https://doi.org/10.1080/14783363.2018.1489227
    Rojas-Méndez, J. I., Vasquez-Parraga, A. Z., Kara, A., & Cerda-Urrutia, A. (2009). Determinants of student loyalty in higher education: A tested relationship approach in Latin America. Latin American Business Review, 10(1), 21-39. https://doi.org/10.1080/10978520903022089
    Rombe, E., Allo, P. L. D., Tolla, M. A., & KusumaDewi, S. (2016 December 26-28). What are the Current quality issues in higher education? [Paper presentation]. 2016 international Conference on education, management Science and Economics, Singapore.
    SAAD, A. Y. Q., & ALSHEHRI, A. M. A. (2021). Measurements of service quality of Islamic banking in Malaysia: A non-Malaysian customers’ perspective. The Journal of Asian Finance, Economics and Business, 8(5), 413-420. https://doi.org/10.13106/jafeb.2021.vol8.no5.0413
    Saini, S., & Agrawal, S. (2021). The impact of loyalty and customer satisfaction on e-marketing: a survey. International Journal of Advance Scientific Research and Engineering Trends, 6(3), 172-175.
    Sampson, S. E., & Showalter, M. J. (1999). The performance-importance response function: Observations and implications. Service Industries Journal, 19(3), 1-25. https://doi.org/10.1080/02642069900000027
    Santini, F. d. O., Ladeira, W. J., Sampaio, C. H., & da Silva Costa, G. (2017). Student satisfaction in higher education: A meta-analytic study. Journal of Marketing for Higher Education, 27(1), 1-18. https://doi.org/10.1080/08841241.2017.1311980
    Schertzer, C. B., & Schertzer, S. M. (2004). Student satisfaction and retention: A conceptual model. Journal of Marketing for Higher Education, 14(1), 79-91. https://doi.org/10.1300/J050v14n01_05
    Schlesinger, W., Cervera, A., & Pérez-Cabañero, C. (2017). Sticking with your university: The importance of satisfaction, trust, image, and shared values. Studies in Higher Education, 42(12), 2178-2194. https://doi.org/10.1080/03075079.2015.1136613
    Seth, N., Deshmukh, S., & Vrat, P. (2005). Service quality models: a review. International Journal of Quality & Reliability Management, 22(9), 913-949. https://doi.org/10.1108/02656710510625211
    Sethna, B. N. (1982). Extensions and Testing of Importance-Performance Analysis. Business Economics, 17(4), 28-31.
    Shahsavar, T., & Sudzina, F. (2017). Student satisfaction and loyalty in Denmark: Application of EPSI methodology. PloS One, 12(12), e0189576. https://doi.org/10.1371/journal.pone.0189576
    Shieh, J.-I., & Wu, H.-H. (2009). Applying importance-performance analysis to compare the changes of a convenient store. Quality and Quantity, 43, 391-400. https://doi.org/10.1007/s11135-007-9111-5
    Silva, D. S., Moraes, G. H. S. M. d., Makiya, I. K., & Cesar, F. I. G. (2017). Measurement of perceived service quality in higher education institutions: A review of HEdPERF scale use. Quality Assurance in Education, 25(4), 415-439. https://doi.org/10.1108/QAE-10-2016-0058
    Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of The Academy of Marketing Science, 28(1), 150-167.
    Singh, S., & Jasial, S. S. (2021). Moderating effect of perceived trust on service quality–student satisfaction relationship: evidence from Indian higher management education institutions. Journal of Marketing for Higher Education, 31(2), 280-304. https://doi.org/10.1080/08841241.2020.1825029
    Smirnova, M. M., Rebiazina, V. A., & Frösén, J. (2018). Customer orientation as a multidimensional construct: Evidence from the Russian markets. Journal of Business Research, 86, 457-467. https://doi.org/10.1016/j.jbusres.2017.10.040
    Snijders, I., Rikers, R. M., Wijnia, L., & Loyens, S. M. (2018). Relationship quality time: the validation of a relationship quality scale in higher education. Higher Education Research & Development, 37(2), 404-417. https://doi.org/10.1080/07294360.2017.1355892
    Snijders, I., Wijnia, L., Rikers, R. M., & Loyens, S. M. (2019). Alumni loyalty drivers in higher education. Social Psychology of Education, 22(3), 607-627.
    Snijders, I., Wijnia, L., Rikers, R. M., & Loyens, S. M. (2020). Building bridges in higher education: Student-faculty relationship quality, student engagement, and student loyalty. International Journal of Educational Research, 100, 101538. https://doi.org/10.1016/j.ijer.2020.101538
    Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A reexamination of the determinants of consumer satisfaction. Journal of Marketing, 60(3), 15-32. https://doi.org/10.1177/0022242996060003
    Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201-214. https://doi.org/10.1016/S0022-4359 (96)90014-7
    Stafford, M. R., Prybutok, V., Wells, B. P., & Kappelman, L. (1999). Assessing the fit and stability of alternative measures of service quality. Journal of Applied Business Research, 15(2), 13-30.
    Stodnick, M., & Rogers, P. (2008). Using SERVQUAL to measure the quality of the classroom experience. Decision Sciences Journal of Innovative Education, 6(1), 115-133. https://doi.org/10.1111/j.1540-4609.2007.00162.x
    Stukalina, Y. (2010). Using quality management procedures in education: Managing the learner‐centered educational environment. Technological and Economic Development of Economy, 16(1), 75-93. https://doi.org/10.3846/tede.2010.05
    Subrahmanyam, A. (2017). Relationship between service quality, satisfaction, motivation and loyalty: A multi-dimensional perspective. Quality Assurance in Education, 25(2),171-188. https://doi.org/10.1108/QAE-04-2013-0016
    Sultan, P., & Yin Wong, H. (2010). Service quality in higher education–a review and research agenda. International Journal of Quality and Service Sciences, 2(2), 259-272. https://doi.org/10.1108/17566691011057393
    Sultan, P., & Yin Wong, H. (2013). Antecedents and consequences of service quality in a higher education context: A qualitative research approach. Quality Assurance in Education, 21(1), 70-95. https://doi.org/10.1108/09684881311293070
    Sundler, A.J., Bjork, M., Bisholt, B., Ohlsson, U., Engstrom, A.K., Gustafsson, M. (2014).Student nurses' experiences of the clinical learning environment in relation to the organization of supervision: a questionnaire survey. Nurse Education Today, 34(4),661–666. http://dx.doi.org/10.1016/j.nedt.2013.06.023.
    Sung, M., & Yang, S.-U. (2009). Student–university relationships and reputation: a study of the links between key factors fostering students’ supportive behavioral intentions towards their university. Higher Education, 57, 787-811.
    Sureshchandar, G., Rajendran, C., & Anantharaman, R. (2002). The relationship between service quality and customer satisfaction–a factor specific approach. Journal of Services Marketing , 16(4), 363-379. https://doi.org/10.1108/08876040210433248
    Suroto, S., Nindiani, A., & Purba, H. H. (2017). Students’ satisfaction on academic services in higher education using importance-performance analysis. ComTech: Computer, Mathematics and Engineering Applications, 8(1), 37-43. https://doi.org/10.21512/comtech.v8i1.3776
    Susan, M., Winarto, J., Aribowo, A., Raihin, Y. O., Kambono, H., & Prayogo, E. (2023). The Impact of Student Satisfaction on Student Loyalty: The Role of Student Trust. Journal of Higher Education Theory and Practice, 23(6), 29-35.
    Susilawati, E., Khaira, I., & Pratama, I. (2021). Antecedents to student loyalty in Indonesian higher education institutions: the mediating role of technology innovation. Educational Sciences: Theory & Practice, 21(3), 40-56.
    Sutherland, D., Warwick, P., & Anderson, J. (2019). What factors influence student satisfaction with module quality? A comparative analysis in a UK business school context. The International Journal of Management Education, 17(3), 100312. https://doi.org/10.1016/j.ijme.2019.100312
    Tandilashvili, N. (2019 June 10-11). Factors influencing student satisfaction in higher education. The case of a Georgian state university[Paper presentation]. Proceedings of the 13th International RAIS Conference on Social Sciences and Humanities, Maryland, USA.
    Tandilashvili, N., Balech, S., & Tabatadze, M. (2023). The role of affective ties in the asymmetrical relationship between student satisfaction and loyalty. Comparative study of European business schools. Journal of Marketing for Higher Education, 71, 1-25. https://doi.org/10.1080/08841241.2023.2204468
    Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing, 70(2), 163-178. https://doi.org/10.1016/0022-4359 (94)90013-2
    Teeroovengadum, V., Nunkoo, R., Gronroos, C., Kamalanabhan, T., & Seebaluck, A. K. (2019). Higher education service quality, student satisfaction and loyalty: Validating the HESQUAL scale and testing an improved structural model. Quality Assurance in Education, 27(4), 427-445.
    Terziev, V., & Nichev, N. (2017). Analysis of the environment for military educational system functioning and its impact on the preparation of cadets for military professional activities in the republic of Bulgaria. International E-Journal of Advances in Educational, 3(8), 371-374.
    Thomas, S. (2011). What drives student loyalty in universities: An empirical model from India. International Business Research, 4(2), 183-192. https://doi.org/10.5539/ibr.v4n2p183
    Tinto, V. (1975). Dropout from higher education: A theoretical synthesis of recent research. Review of Educational Research, 45(1), 89-125. https://doi.org/10.3102/00346543045001089
    Todea, S., Davidescu, A. A., Pop, N. A., & Stamule, T. (2022). Determinants of student loyalty in higher education: A structural equation approach for the Bucharest University of economic studies, Romania. International Journal of Environmental Research and Public Health, 19(9), 5527. https://doi.org/10.3390/ijerph19095527
    Toyin Sawyerr, P., & Yusof, N. A. (2013). Student satisfaction with hostel facilities in Nigerian polytechnics. Journal of Facilities Management, 11(4), 306-322.
    Tsinidou, M., Gerogiannis, V., & Fitsilis, P. (2010). Evaluation of the factors that determine quality in higher education: an empirical study. Quality Assurance in Education, 18(3), 227-244. https://doi.org/10.1108/09684881011058669
    Ugboma, C., Ogwude, I. C., Ugboma, O., & Nnadi, K. (2007). Service quality and satisfaction measurements in Nigerian ports: an exploration. Maritime Policy & Management, 34(4), 331-346. https://doi.org/10.1080/03088830701539073
    Võ, V. V. (2021). The effect of service quality dimensions on student’s satisfaction and loyalty. ABAC Journal, 41 (1), 81-99.
    Voss, R., Gruber, T., & Szmigin, I. (2007). Service quality in higher education: The role of student expectations. Journal of Business Research, 60(9), 949-959.
    Wang, W., Zhao, J., & Yang, D. (2023). Exploring the Impact of Education Service Quality on University Reputation: A Study on Chinese Universities. Open Access Library Journal, 10(4), 1-12. https://doi.org/10.4236/oalib.1110091
    Warne, T., Johansson, U.B., Papastavrou, E., Tichelaar, E., Tomietto, M., den Bossche, K.V., M.F.V., Moreno, M., Saarikoski (2010). An exploration of the clinical learning experience of nursing students in nine European countries. Nurse Education Today, 30(8), 809–815.
    Webb, D., & Jagun, A. (1997). Customer care, customer satisfaction, value, loyalty and complaining behavior: validation in a UK university setting. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 10, 139-151.
    Weerasinghe, I. S., & Fernando, R. L. (2017). Students' satisfaction in higher education. American Journal of Educational Research, 5(5), 533-539. https://doi.org/ 10.12691/education-5-5-9.
    Wiers-Jenssen, J., Stensaker, B. r., & Gr⊘ gaard, J. B. (2002). Student satisfaction: Towards an empirical deconstruction of the concept. Quality in Higher Education, 8(2), 183-195. https://doi.org/10.1080/1353832022000004377
    Wilkins, S., & Stephens Balakrishnan, M. (2013). Assessing student satisfaction in transnational higher education. International Journal of Educational Management, 27(2), 143-156. https://doi.org/10.1108/09513541311297568
    William, J. (2002, September 8-11). The student satisfaction approach: student feedback and its potential role in quality assessment and enhancement[Paper presentation]. 24th EAIR Forum, Prague.
    Woo, K. s., & Ennew, C. T. (2004). Business‐to‐business relationship quality: An IMP interaction‐based conceptualization and measurement. European Journal of marketing, 38(9/10), 1252-1271. https://doi.org/10.1108/03090560410548960
    Wu, Y.-C., Hsieh, L.-F., & Lu, J.-J. (2015). What's the relationship between learning satisfaction and continuing learning intention? Procedia-Social and Behavioral Sciences, 191, 2849-2854. https://doi.org/10.1016/j.sbspro.2015.04.148
    Xu, J., Lo, A., & Wu, J. (2018). Are students customers? Tourism and hospitality students’ evaluation of their higher education experience. Journal of Teaching in Travel & Tourism, 18(3), 236-258. https://doi.org/10.1080/15313220.2018.1463587
    Yeh, R. K.-J., & Teng, J. T. (2012). Extended conceptualisation of perceived usefulness: empirical test in the context of information system use continuance. Behaviour & Information Technology, 31(5), 525-540.
    Yi, Y. (1990). A critical review of consumer satisfaction. Review of Marketing, 4(1), 68-123.
    Yu, G. B., & Kim, J.-H. (2008). Testing the mediating effect of the quality of college life in the student satisfaction and student loyalty relationship. Applied Research in Quality of life, 3, 1-21. https://doi.org/10.1007/s11482-008-9044-8
    Yussoff, N. M., & Nayan, S. M. (2020). Review on customer satisfaction. Journal of Undergraduate Social Science and Technology, 2(2), 1-6.
    Zeithaml, V. A. (1981). How consumer evaluation processes differ between goods and services. Marketing of Services, 9(1), 25-32.
    Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21, 1-12.
    Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
    Zhang, H. Q., & Chow, I. (2004). Application of importance-performance model in tour guides’ performance: evidence from mainland Chinese outbound visitors in Hong Kong. Tourism Management, 25(1), 81-91. 
    描述: 碩士
    國立政治大學
    學校行政碩士在職專班
    110911023
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0110911023
    数据类型: thesis
    显示于类别:[學校行政碩士在職專班] 學位論文

    文件中的档案:

    档案 描述 大小格式浏览次数
    102301.pdf7187KbAdobe PDF0检视/开启


    在政大典藏中所有的数据项都受到原著作权保护.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回馈