The Impact of Higher Education Service Quality on Institutional Image and Student Satisfaction

The Role of Institutional Image as Mediator

Bibliographic Data

ID4922976
AuthorsM A Hossain (0000-0002-8217-6610, Department of Management Hajee Mohammad Danesh Science and Technology University Dinajpur Bangladesh), Renhong Wu (0000-0002-2843-7138, School of Management Kyung Hee University Seoul South Korea, corresponding author), M A Kalam (0000-0003-4236-8519, Hajee Mohammad Danesh Science and Technology University), Abul Kalam (0000-0002-6045-6734, Department of Marketing Hajee Mohammad Danesh Science and Technology University Dinajpur Bangladesh), Abdullah Al Masud (0000-0001-9345-4703, Department of Management Studies University of Barishal Bangladesh), Tarannum Islam (0000-0003-4095-2295, Department of Marketing Hajee Mohammad Danesh Science and Technology University Dinajpur Bangladesh), Sadia Nur Habib (Department of Management Hajee Mohammad Danesh Science and Technology University Dinajpur Bangladesh)
Year2025
Volume75
Issue256
Pages439-456
Publication date2025-06-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueInternational Social Science Journal (JOURNAL)
Journal identifiersISSN: 0020-8701 • E-ISSN: 1468-2451
PublisherWiley (PUBLISHER • GB)
DOI10.1111/issj.12562
OpenAlexW4407609707
LanguageEN
Citations received1
References cited132

Measurement of student satisfaction and institutional image was frequently a challenge for stakeholders in higher education. The current study looks into how different institutional services in higher education impact institutional image and student satisfaction. A standardized questionnaire was employed in a self-administered online survey to gather information, and 302 valid samples were then evaluated using a structural equation model. Empirical results indicate that teachers' profiles, syllabus and curriculum, research activities, economic value, institutional facilities and management policies are the main influencers of institutional image and student satisfaction. Additionally, the findings indicate that the institutional image has a significant direct and mediating impact on student satisfaction. It is undeniable that contextual service-driven constituents have a beneficial impact on both students' perceptions of their academic lives and the institution's reputation. Given this, the current study could aid higher education institutions (HEIs) in offering competitive services pertaining to institutional image and student happiness, enabling them to achieve a sustained competitive edge over their competitors

Business · Computer vision · Image (mathematics) · Mediator · Political science · Quality (philosophy) · Service (business) · Service quality · Computer Science · Customer Service Quality and Loyalty · Marketing · Medicine · Psychology · Social Psychology · Technology Adoption and User Behaviour · Technology and Data Analysis

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