August 21, 2025European Journal of Management StudiesOpen Access

Customer satisfaction as mediator in the relationship between higher education service quality and student customer loyalty

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Authors

BKByrne KauluUniversity of Lusaka ANAbby NakalindaUniversity of Lusaka EZEsa ZyaUniversity of Lusaka

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Implication

This analysis finds that customer satisfaction fully mediates the effect of higher education service quality on customer loyalty, suggesting implications for university strategies.

Key Points

Customer satisfaction fully mediates the impact of higher education service quality on customer loyalty, emphasizing its critical role.
The study incorporated responses from 340 students, with service quality treated as a second order construct influencing customer satisfaction.
Using structural equation modelling, the research reveals service quality's indirect effect on loyalty through satisfaction among student customers.
Findings highlight the importance of measuring service quality accurately to avoid biased estimates in educational research contexts.

Cite This Study

Kaulu et al. (2025) studied this question.

synapsesocial.com/papers/68af6d967567bf4f94feb2b7 https://doi.org/10.1108/ejms-05-2024-0045

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Implication

This analysis finds that customer satisfaction fully mediates the effect of higher education service quality on customer loyalty, suggesting implications for university strategies.

Customer satisfaction as mediator in the relationship between higher education service quality and student customer loyalty

Discussion

Member takes

Implication

Key Points

Cite This Study

Customer satisfaction as mediator in the relationship between higher education service quality and student customer loyalty

Discussion

Member takes

Implication

Key Points

Cite This Study

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Also Consider