Achieving Student Satisfaction and Student Loyalty in Higher Education: A Focus on Service Value Dimensions. Issue 3 (3rd July 2019)

• Record Type: Journal Article
• Authors: Paul, Rik; Pradhan, Sudeepta
• Is Part Of: Services marketing quarterly. Volume 40:Issue 3(2019)
• Page Start: 245
• Page End: 268
• Publication Date: 2019-07-03
• Subjects: Service value -- dimensions of service value -- higher education -- satisfaction -- loyalty; Marketing -- Periodicals; Service industries -- Periodicals; 658.8
• DOI: 10.1080/15332969.2019.1630177
• Languages: English
• ISSNs: 1533-2969

Abstract

Abstract: Service value has received a great deal of attention in recent marketing literature because of its multidimensional nature and its ultimate impact on customer's satisfaction, behavioral loyalty, and ultimately, firm performance. The present study attempts to explore the value dimensions in higher educational services parlance and subsequently analyses the impact of these dimensions on student satisfaction and student loyalty. The results indicate functional value, customer intimacy, service quality, appurtenant value, image, and social value as the dimensions of service value. This study supports the notion that institutes providing higher education can achieve competitive advantage by focusing on service value.