EXPLORING THE RELATIONSHIPS AMONG SERVICE QUALITY, SATISFACTION AND LOYALTY IN THE STUDENTS OF MEDICAL EDUCATION

Abstract

Student loyalty in higher education sector helps college administrators to promote and establish student centric programs. The present study is focused on to examine the role of student experience as a mediator between institutional quality and student loyalty. 200 Management final years students covering four universities are taken as sample for the study using stratified random sampling method. A structured questionnaire is supplied to collect the data. The statistical tools and techniques viz., KMO Bartlet test, factor analysis, reliability test, correlation and multiple regression models are used with SPSS 24 package and the results are presented in a meaningful format. The study revealed that institutional quality significantly influences the student experience and consequently student experience influences the student loyalty. The development strategies and student loyalty programs are suggested at the conclusion of the study.