ERIC Number: EJ1380971
Record Type: Journal
Publication Date: 2023
Pages: 15
Abstractor: As Provided
ISBN: N/A
ISSN: ISSN-2042-3896
EISSN: N/A
Integrative Conceptual Framework of Student Loyalty, Service Quality, E-Service Quality and University Image in Open and Distance Learning
Daud, Yon Rosli; Mohd Amin, Mohd Rushidi
Higher Education, Skills and Work-based Learning, v13 n3 p560-574 2023
Purpose: The aim of this study is to examine the relationship between the determinants of student loyalty, i.e. service quality, e-service quality and university image in open and distance learning (ODL) based on the theory of reasoned action, in more systematic approach. This study also examines university's image role as a mediator on the relationship between service quality and e-service quality towards student loyalty. Design/methodology/approach: This paper develops an integrative conceptual framework along with propositions by integrating comprehensive literature, in the field of service quality, e-service quality, university image and student loyalty. Through the review of detail literature and based theory of reasoned action (TRA), it is proposed that service quality, e-service quality and university image would be meaningful attributes towards student loyalty. In addition, it is also contended that university image would mediate the relationship between service quality and e-service quality towards students' loyalty. Findings: This paper provides an integrative conceptual framework on service quality, e-service quality, university image and students loyalty in open and distance learning (ODL) context. Originality/value: None of the models presented in the literature explore the mediation of university image on the relationship between service quality and e-service quality towards student loyalty as the most recent research on the subject envisages.
Descriptors: College Students, Student Attitudes, Adult Learning, Distance Education, Private Colleges, Educational Quality, Universities, Institutional Characteristics, Reputation, Student School Relationship, Electronic Learning
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Publication Type: Journal Articles; Reports - Evaluative
Education Level: Higher Education; Postsecondary Education; Adult Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A