The importance of institutional image to student satisfaction and loyalty within higher education

By R. Brown, Tim Mazzarol. 2009

507 citations recorded by the source corpus.

Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/016a7ce383bdad7979deaa8454098d5580caedf1

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In General Health Professions

In Organizational Behavior and Human Resource Management

In Strategy and Management

Citations in the corpus

Higher education service quality, student satisfaction and loyalty (2019, background): “Largely influenced by the marketing literature, research on this topic has generally focused on higher education service quality (HESQUAL) and related concepts such as student satisfaction, perceived value and image (Alves and Raposo, 2007; Bassi, 2019; Brown and Mazzarol, 2009; Chong and Ahmed, 201”
Student satisfaction in higher education: a meta-analytic study (2017, background): “…(O’Driscoll, 2012), administrative service quality (Mai, 2005), facilities service quality (Duque, 2014), professor quality (Sultan & Yin Wong, 2014), support service quality (Carter, 2009), teaching service quality (Guevara & Stewart, 2011) and total service quality (Brown & Mazzarol, 2009).”
A framework for analysing higher education performance: students' satisfaction, perceived learning outcomes, and dropout intentions (2014, background): “Performance assessment has been regarded as a component of quality (Koslowski, 2006).”
Student co-creation behavior in higher education: the role of satisfaction with the university experience (2015, background): “…of courses); practicality (e.g. how practically oriented the courses are, flexibility of enrolments, and how job oriented the study programs are); and conservativeness (e.g. whether the institution is long-established or perceived as traditional or prestigious) (as cited in Brown & Mazzarol, 2009).”
Evaluating student satisfaction of quality at international branch campuses (2015, background): “Although research concerning service quality has attracted considerable attention within higher education (Brown and Mazzarol 2009), little work has concentrated on identifying its determinants from the standpoint of students at international branch campuses in Malaysia.”
Service quality in higher education – a review and research agenda (2010, background): “Therefore, these models do not find cause and effect relationships among some of the variables in the context of higher education sector ( Brown and Mazzarol, 2009”
Authentic assessment in business education: its effects on student satisfaction and promoting behaviour (2018, background): “While the notion of student satisfaction has been extensively researched in the literature (Brown and Mazzarol 2009; Carter 2009; Clemes, Gan, and Tzu-Hui 2007; Elliott and Healy 2001; Sojkin, Bartkowiak, and Skuza 2012), most student satisfaction research in the past are based on student…”
Service quality in a higher education context: an integrated model (2012, background): “A number of studies in service quality of higher education (Brown and Mazzarol, 2009; Chitty and Soutar, 2004; Martensen et al., 2000) have empirically examined the applicability of the European customer satisfaction index (ECSI) model, an integrated model developed to measure customer satisfaction…”
Building bridges in higher education: Student-faculty relationship quality, student engagement, and student loyalty (2020, background): “Other studies have examined possible student loyalty drivers such as trust, commitment, quality of facilities, perceived value/quality, service quality, and image (e.g., Brown & Mazzarol, 2009; Carvalho & de Oliveira Mota, 2010; Nesset & Helgesen, 2009).”
Sticking with your university: the importance of satisfaction, trust, image, and shared values (2017, background): “Students’ satisfaction is also shaped by emotional factors, and institutional image is an important construct for university students (Brown and Mazzarol 2009).”
Antecedents and consequences of service quality in a higher education context: A qualitative research approach (2013, methodology): “Current studies (see, for example, Alves and Raposo, 2007; Brown and Mazzarol, 2009; Chitty and Soutar, 2004; Martensen et al., 2000) examined the ECSI model in the context of higher education and found a number of consequences of perceived service quality, including value, satisfaction and loyalty.”