Student Satisfaction and Loyalty in Denmark: Application of EPSI Methodology
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F60461373%3A22340%2F17%3A43915151" target="_blank" >RIV/60461373:22340/17:43915151 - isvavai.cz</a>
Alternative codes found
RIV/60461373:22810/17:43915151
Result on the web
<a href="http://journals.plos.org/plosone/article?id=10.1371/journal.pone.0189576" target="_blank" >http://journals.plos.org/plosone/article?id=10.1371/journal.pone.0189576</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.1371/journal.pone.0189576" target="_blank" >10.1371/journal.pone.0189576</a>
Alternative languages
Result language
angličtina
Original language name
Student Satisfaction and Loyalty in Denmark: Application of EPSI Methodology
Original language description
Monitoring and managing customers? satisfaction are key features to benefit from today?s competitive environment. In higher education context, only a few studies are available on satisfaction and loyalty of the main customers who are the students, which signifies the need to investigate the field more thoroughly. The aim of this research is to measure the strength of determinants of students? satisfaction and the importance of antecedents in students? satisfaction and loyalty in Denmark. Our research model is the modification of European Performance Satisfaction Index (EPSI), which takes the university?s image direct effects on students? expectations into account from students? perspective. The structural equation model of student satisfaction and loyalty has been evaluated using partial least square path modelling. Our findings confirm that the EPSI framework is applicable on student satisfaction and loyalty among Danish universities. We show that all the relationships among variables of the research model are significant except the relationship between quality of software and students? loyalty. Results further verify the significance of antecedents in students? satisfaction and loyalty at Danish universities; the university image and student satisfaction are the antecedents of student loyalty with a significant direct effect, while perceived value, quality of hardware, quality of software, expectations, and university image are antecedents of student satisfaction. Eventually, our findings may be of an inspiration to maintain and improve students? experiences during their study at the university. Dedicating resources to identified important factors from students? perception, enable universities to attract more students, make them highly satisfied and loyal.
Czech name
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Czech description
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Classification
Type
J<sub>imp</sub> - Article in a specialist periodical, which is included in the Web of Science database
CEP classification
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OECD FORD branch
50204 - Business and management
Result continuities
Project
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Continuities
I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace
Others
Publication year
2017
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
Plos One
ISSN
1932-6203
e-ISSN
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Volume of the periodical
12
Issue of the periodical within the volume
12
Country of publishing house
US - UNITED STATES
Number of pages
18
Pages from-to
1-18
UT code for WoS article
000417905600047
EID of the result in the Scopus database
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