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September 17, 2025International Journal of Research and Innovation in Social Science

Exploring the Dynamics of Service Quality, Satisfaction, and Loyalty in Malaysian Private Higher Education Institutions

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Authors

MBMuhammad BukhoriDiponegoro UniversityKAKhairul Anuar Mohd AliNational University of MalaysiaWHWan Mohd Hirwani Wan HussainNational Institutes of Biotechnology Malaysia

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Implication

Pilot study reveals service quality significantly influences satisfaction, impacting student loyalty in Malaysian HEIs.

Key Points

  • Service quality significantly affects student satisfaction, which in turn influences their loyalty to institutions.
  • Four of five SERVQUAL dimensions—tangibility, reliability, assurance, and empathy—impact satisfaction strongly.
  • Analysis utilized SmartPLS-SEM on data from 113 students, validating research methods for further studies.
  • Findings suggest the need for HEIs to enhance service delivery based on student perspectives for improved loyalty.

Cite This Study

Bukhori et al. (2025) studied this question.

synapsesocial.com/papers/68d45b2931b076d99fa5db23https://doi.org/10.47772/ijriss.2025.908000457
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1Exploring Students' Satisfaction and Loyalty in Private Universities, Malaysia2024 · 2 citations
  2. 2Antecedents of Student Satisfaction: The Role of Student Perceived Service Quality2021 · 1 citations
  3. 3Quality of Higher Education Services and Student Satisfaction: A Study of the Indonesian Student Association in Malaysia2025
  4. 4Loyalty in Digital Learning: Exploring Service Quality, Satisfaction, and Trust in Open Flexible Distance Education2024 · 2 citations
  5. 5Empowerment of basic service quality in private higher education institutions in Malaysia2024