Impact of higher education service quality, perceived value on student satisfaction and loyalty - Application of hedperf model

Abstract

The study is aimed at assessing the influence on student satisfaction, student loyalty by higher education service quality and perceived value with the usage of HEdPERF model. The number of 500 questionnaires was gathered from undergraduates in both private and public university in city of Ho Chi Minh. Software of SMART-PLS and SPSS were employed to conduct the analysis for collected data. The findings indicated that five service quality dimensions in HEdPERF model affect students’ satisfaction that in turn influences their loyalty toward the university. Moreover, perceived value was found to positively correlate to student loyalty and student satisfaction. The research gives both theoretical and managerial implications. Otherwise, limitation of this study is that the results cannot be generalized to whole Vietnam context. For future research, it is suggested to extent to different postgraduate or international students in other universities, as well as identify other determinants or moderating or mediating factors of student satisfaction and loyalty.