Title: Exploring determinants of students' experience, perceptions and loyalty intentions in higher education institutions

Authors: Anand Agrawal; Vie Ming Tan

Addresses: Asian Institute of Management, Manila, Philippines ' Faculty of Business and Design, Swinburne University of Technology, Sarawak, Jalan Simpang Tiga, Kuching, Sarawak, 93350, Malaysia

Abstract: This study aimed at developing a model to explore and analyse the relationships among determinants of students' experience, quality perceptions and loyalty intentions to higher education institutions (HEIs). A two-stage research was carried out to develop and test a structural equation model using partial least squares path modelling. The result of this exploratory study suggested that competent and caring academic staff, HEIs' processes and campus facilities have substantial effect on students' experience and their loyalty intentions. The result suggests that effect of non-academic staff and physical environment may have been overemphasised in the literature. The resulting model may also act as a predictive and diagnostic tool to aid improved service delivery in HEIs.

Keywords: student perceptions; higher education institutions; HEIs; service quality; student loyalties; campus facilities; academic staff; academic processes; PLSPM; student experiences; management in education; partial least squares; PLS path modelling; SEM; structural equation modelling; competency; caring; service delivery; predictive tools; diagnostic tools.

DOI: 10.1504/IJMIE.2014.064953

International Journal of Management in Education, 2014 Vol.8 No.4, pp.343 - 361

Published online: 30 Sep 2014 *

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