The antecedents of student satisfaction and loyalty in higher education institutions : an empirical study of students of the University of Ghana
Abstract
Purpose: The purpose of this research is to analyze the antecedents of student satisfaction and loyalty in Higher Education Institutions (HEIs) in Ghana, using the University of Ghana (UG) as an empirical setting.
The research questions to be answered are: (1) What are the relationships between student satisfaction and its antecedents? (2) Which of the antecedents most influence student satisfaction? (3) What are the relationships between student loyalty and its antecedents? (4) Which of the antecedents most influence student loyalty?
Design / methodology / approach: Questionnaires were developed and administered to 205 student respondents from the Legon campus of the University of Ghana. The Statistical Package for Social Sciences (SPSS version 22) was used to analyse the results. Standard Multiple Regression Analyses, Collinearity statistics and Pearson’s correlation coefficients were also calculated to find out which of the antecedents most influence student satisfaction and loyalty.
Findings: The findings of this study indicate that perceive value, image of the university and perceive service quality positively influence the level of student satisfaction and these three antecedents together with student satisfaction positively influence student loyalty. Perceive value is the most influential antecedent of student satisfaction, followed by the image of the university and perceive service quality. Also, perceive value is the most influential antecedent of student loyalty, followed by the image of the university, perceive service quality and student satisfaction. Research limitations: The main limitation of this study is that the findings are based only on 205 student respondents from the research setting (University of Ghana) and therefore the results cannot be generalized.
Practical implications: The findings of this study give insight to policy makers within the Higher Education Institutions in Ghana as to which antecedents most influence their students’ satisfaction and loyalty. This insight can help them make strategic decisions that will increase their students’ satisfaction and loyalty, in order to continue to operate profitably and successively.
Except where otherwise noted, this item's license is described as Navngivelse-Ikkekommersiell-IngenBearbeidelse 3.0 Norge
Related items
Showing items related by title, author, creator and subject.
-
A glance at the student life through the lens of students: A mixed method study on the richness of the student life and its importance for understanding the students quality of life
Coward, Tamra. (Master thesis, 2021)Kompleksiteten i studentenes liv har blitt undersøkt av mange forskere på ulike måter, men mye av skjæringspunktet mellom disse studiene og studentenes egne uttalelser og erfaringer om dette er nokså ukjent. Denne oppgaven ... -
Student Housing – Student Homes?: Aspects of Student Housing Satisfaction
Thomsen, Judith (Doktoravhandlinger ved NTNU, 1503-8181; 2008:182, Doctoral thesis, 2008)The main objective of this thesis has been to examine socio-cultural and architectural aspects that influence student housing satisfaction. The study applies case study methodology with focus on three selected student ... -
Emerging empowerment of international students: how international student literature has shifted to include the students’ voices
Page, Alexander Gamst; Chahboun, Sobh (Journal article; Peer reviewed, 2019)Social isolation has been a central focus within international student research, especially with regard to international/host national relations. While a worthy area of study, we argue that the sheer volume of such research ...