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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

  • Czech description

Classification

  • Type

    J<sub>imp</sub> - Article in a specialist periodical, which is included in the Web of Science database

  • CEP classification

  • OECD FORD branch

    50204 - Business and management

Result continuities

  • Project

  • 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

  • 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