852
Views
97
CrossRef citations to date
0
Altmetric
Original Articles

Determinants of Student Loyalty in Higher Education: A Tested Relationship Approach in Latin America

, , &
Pages 21-39 | Received 25 Apr 2008, Accepted 13 Apr 2009, Published online: 26 Jun 2009

REFERENCES

  • Alves , H. , and Raposo , M. ( 2007 ). “Conceptual Model of Student Satisfaction in Higher Education,” Total Quality Management , Vol. 18 , No. 5 , pp. 571 – 588 .
  • Andaleeb , S. S. ( 1994 ). “Technical Complexity and Consumer Knowledge as Moderators of Service Quality Evaluation in The Automobile Service Industry,” Journal of Retailing , Vol. 70 , No. 4 , pp. 367 – 381 .
  • Anderson , J. C. , and Narus , J. A. ( 1990 ). “A Model of Distributor Firm and Manufacturer Firm Working Partnerships,” Journal of Marketing , Vol. 54 , No. 1 , pp. 42 – 58 .
  • Bei , L. T. , and Chiao , Y.-C. ( 2001 ). “An Integrated Model for The Effects of Perceived Product, Perceived Service Quality, and Perceived Prices Fairness on Consumer Satisfaction and Loyalty,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining , Vol. 14 , pp. 125 – 140 .
  • Bernasconi , A. , and Rojas , F. ( 2002 ). Informe Sobre la Educación Superior en Chile: 1998–2003 , IESAL/UNESCO Series of National Reports on Higher Education in Latin America .
  • Berry , L. ( 1993 ). “Relationship Marketing,” In: Berry , L. L. , Shostack , G. L. , and Dupah , G. (Eds.), Emerging Perspectives on Services Marketing (pp. 25 – 28 ), Chicago : American Marketing Association .
  • Bitner , M. J. ( 1990 ). “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses,” Journal of Marketing , Vol. 54 , No. 2 , pp. 69 – 82 .
  • Bloemer , J. , de Ruyter , K. , and Wetzels , M. (1999). “Linking Perceived Service Quality and Service Loyalty: A Multi-Dimensional Perspective,” European Journal of Marketing , Vol. 33, No. 11, pp. 1082–1106.
  • Boulding , W. , Kalra , A. , Staelin , R. , and Zeithaml , V. A. ( 1993 ). “A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions,” Journal of Marketing Research , 30 , No. 2 , pp. 7 – 27 .
  • Byrne , B. M. ( 2001 ). Structural Equation Modelling with AMOS: Basic Concepts, Applications, and Programming . Mahwah , New Jersey : Lawrence Erlbaum Associates, Publishers .
  • Caruana , A. ( 2002 ). “Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction,” European Journal of Marketing , Vol. 36 , No. 7 , pp. 811 – 828 .
  • De Ruyter , K. , Wetzels , M. , and Bloemer , J. ( 1998 ). “On the Relationship Between Perceived Service Quality, Service Loyalty and Switching Costs,” International Journal of Service Industry Management , Vol. 9 , No. 5 , pp. 436 – 453 .
  • Dwyer , R. , Schurr , P. , and Oh , S. ( 1987 ). “Developing Buyer-Seller Relationships,” Journal of Marketing , Vol. 51 , No. 2 , pp. 11 – 27 .
  • Evanschitzky , H. , and Wunderlich , M. ( 2006 ). “An Examination of Moderator Effects in the Four-Stage Loyalty Model,” Journal of Service Research , Vol. 8 , No. 4 , pp. 330 – 345 .
  • Ford , J. K. , MacCallum , R. C. , and Tait , M. ( 1986 ). “The Application of Exploratory Factor Analysis in Applied Psychology: A Critical Review and Analysis,” Personnel Psychology , Vol. 39 , No. 2 , pp. 291 – 314 .
  • Hair , J. F. , Anderson , R. E. , Tatham , R. L. , and Black , W. C. ( 1998 ). Multivariate Data Analysis, , 5th ed . Englewood Cliffs , N. J : Prentice-Hall .
  • Helgesen , O. , and Nesset , E. ( 2007 ). “Images, Satisfaction and Antecedents: Drivers of Student Loyalty? A Case Study of a Norwegian University College,” Corporate Reputation Review , Vol. 10 , No. 1 , pp. 38 – 59 .
  • Geyskens , I. , Steenkamp , J.-B. E. M. , and Kumar , N. ( 1999 ). “A Meta-Analysis of Satisfaction in Marketing Channel Relationships,” Journal of Marketing Research , Vol. 36 , No. 2 , pp. 223 – 238 .
  • Gundlach , G. , Achrol , R. , and Mentzer , J. ( 1995 ). “The Structure of Commitment in Exchange,” Journal of Marketing , Vol. 59 , No. 1 , pp. 78 – 92 .
  • Hatcher , L. ( 1994 ). A Step-by-Step Approach to Using the SAS System for Factor Analysis and Structural Equation Modeling . Cary , North Carolina : SAS Institute .
  • Henning-Thurau , T. , Langer , M. F. , and Hansen , U. ( 2001 ). “Modeling and Managing Student Loyalty—an Approach Based on the Concept of Relationship Quality,” Journal of Service Research , Vol. 3 , No. 4 , pp. 331 – 344 .
  • Hoelter , J. W. ( 1983 ). “Factorial Invariance and Self-Esteem: Reassessing Race and Sex Differences,” Social Forces , Vol. 23 , No. 4 , pp. 527 – 537 .
  • Joreskog , K. G. , and Sorbom , D. ( 1988 ). LISREL 7: a Guide to the Program and its Application . Chicago : SSPS Inc .
  • Lee-Kelley , L. , Davies , S. , and Kangis , P. ( 2002 ). “Service Quality for Customer Retention in The UK Steel Industry: Old Dogs and New Tricks?” European Business Review , Vol. 14 , No. 4 , pp. 276 – 286 .
  • Michell , P. , Reast , J. , and Lynch , J. ( 1998 ). “Exploring the Foundation of Trust,” Journal of Marketing Management , Vol. 14 , No. 1/3 , pp. 159 – 172 .
  • Moorman , C. , Deshpande , R. , and Zaltman , G. (1993). “Factors Affecting Trust in Market Research Relationships,” Journal of Marketing , Vol. 57, No. 2, pp. 81–101.
  • Morgan , R. F. , and Hunt , S. D. ( 1994 ). “The Commitment-Trust Theory of Relationship Marketing,” Journal of Marketing , Vol. 58 , No. 3 , pp. 20 – 38 .
  • Naudé , P. , and Ivy , J. ( 1999 ). “The Marketing Strategies of Universities in The United Kingdom,” The International Journal of Education Management , Vol. 13 , No. 3 , pp. 126 – 134 .
  • Nunnally , J. C. ( 1978 ). Psychometric Theory, , 2nd ed . New York : McGraw-Hill .
  • Oliver , R. L. ( 1993 ). “A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts,” Advances in Services Marketing and Management , Vol. 2 , pp. 65 – 85 .
  • Oliver , R. L. ( 1999 ). “Whence Consumer Loyalty?” Journal of Marketing , Vol. 63 , No. Special , pp. 33 – 44 .
  • Oliver , R. L. , and Swan , J. E. ( 1989 ). “Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction,” Journal of Consumer Research , Vol. 16 , No. 3 , pp. 372 – 383 .
  • Parasuraman , A. , Berry , L. L. , and Zeithaml , V. A. ( 1993 ). “Research Note: More on Improving Service Quality Measurement,” Journal of Retailing , Vol. 69 , No. 1 , pp. 140 – 147 .
  • Parasuraman , A. , Zeithaml , V. A. , and Berry , L. L. ( 1988 ). “SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing , Vol. 64 , No. 1 , pp. 13 – 40 .
  • Reisberg , L. ( 1999 ). “Colleges Struggle to Keep Would-Be Dropouts Enrolled,” The Chronicle of Higher Education , Vol. 46 , No. 7 , pp. A54 – A56 .
  • Ruekert , R. W. , and Churchill , Jr. G. A. ( 1984 ). “Reliability and Validity of Alternative Measures of Channel Member Satisfaction,” Journal of Marketing Research , Vol. 21 , No. 2 , pp. 226 – 233 .
  • Sherman , S. ( 1992 ). “Are Strategic Alliances Working?” Fortune , Vol. 126 , No. 6 , Sept ., pp. 77 – 78 .
  • Spekman , R. E. ( 1988 ). “Strategic Supplier Selection: Understanding Long-Term Buyer Relationships,” Business Horizons , Vol. 31 , No. 4 , pp. 75 – 81 .
  • Soteriou , A. , and Stavrinides , Y. ( 2000 ). “An Internal Customer Service Quality Data Envelopment Analysis Model for Bank Branches,” The International Journal of Bank Marketing , Vol. 18 , No. 5 , pp. 246 – 252 .
  • Spreng , R. A. , and MacKoy , R. D. ( 1996 ). “An Empirical Examination of a Model of Perceived Service Quality and Satisfaction,” Journal of Retailing , Vol. 72 , No. 2 , pp. 201 – 214 .
  • Tang , K. H. , and Zairi , M. ( 1998a ). “Benchmarking Quality Implementation in a Service: A Comparative Analysis of Financial Services and Institutions of Higher Education, Parts I,” Total Quality Management , Vol. 9 , No. 6 , pp. 407 – 421 .
  • Tang , K. H. , and Zairi , M. ( 1998b ). “Benchmarking Quality Implementation in a Service: A Comparative Analysis of Financial Services and Institutions of Higher Education, Parts II,” Total Quality Management , Vol. 9 , No. 7 , pp. 539 – 552 .
  • Tang , K. H. , and Zairi , M. ( 1998c ). “Benchmarking Quality Implementation in a Service: A Comparative Analysis of Financial Services and Institutions of Higher Education, Parts III,” Total Quality Management , Vol. 9 , No. 8 , pp. 669 – 679 .
  • Thomas , D. R. E. ( 1978 ). “Strategy is Different in Service Businesses,” Harvard Business Review , Vol. 56 , No. 4 , pp. 158 – 165 .
  • Tinto , V. (1975). “Dropout From Higher Education: A Theoretical Synthesis of Recent Research,” Review of Educational Research , Vol. 45, pp. 89–125.
  • Tinto , V. ( 1993 ). Leaving College: Rethinking the Causes and Cures of Student Attrition, , 2nd ed . Chicago : University of Chicago Press .
  • Voss , G. , Parasuraman , A. , and Grewal , D. ( 1998 ). “The Roles of price, Performance, and Expectations in Determining Satisfaction in Service Exchanges,” Journal of Marketing , Vol. 62 , No. 4 , pp. 46 – 61 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.