{"id":"https://openalex.org/W4367841111","doi":"https://doi.org/10.1108/heswbl-12-2022-0278","title":"Integrative conceptual framework of student loyalty, service quality, e-service quality and university image in open and distance learning","display_name":"Integrative conceptual framework of student loyalty, service quality, e-service quality and university image in open and distance learning","publication_year":2023,"publication_date":"2023-05-03","ids":{"openalex":"https://openalex.org/W4367841111","doi":"https://doi.org/10.1108/heswbl-12-2022-0278"},"language":"en","primary_location":{"id":"doi:10.1108/heswbl-12-2022-0278","doi":"https://doi.org/10.1108/heswbl-12-2022-0278","is_oa":false,"landing_page_url":"https://doi.org/10.1108/heswbl-12-2022-0278","pdf_url":null,"source":{"id":"https://openalex.org/S2764428444","display_name":"Higher Education Skills and Work-based Learning","issn_l":"2042-3896","issn":["2042-3896","2042-390X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core","fnege-4","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Higher Education, Skills and Work-Based Learning","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5082869626","display_name":"Yon Rosli Daud","orcid":"https://orcid.org/0000-0002-7208-2661","observed_orcids":["https://orcid.org/0000-0002-7208-2661"]},"institutions":[{"id":"https://openalex.org/I72700828","display_name":"Open University Malaysia","ror":"https://ror.org/037yy5v69","country_code":"MY","type":"education","lineage":["https://openalex.org/I72700828"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Yon Rosli Daud","raw_affiliation_strings":["Faculty of Business and Management, Open University Malaysia, Kuala Lumpur, Malaysia"],"raw_orcid":"https://orcid.org/0000-0002-7208-2661","affiliations":[{"raw_affiliation_string":"Faculty of Business and Management, Open University Malaysia, Kuala Lumpur, Malaysia","institution_ids":["https://openalex.org/I72700828"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5086572290","display_name":"Mohd Rushidi Mohd Amin","orcid":"https://orcid.org/0000-0001-7133-5500","observed_orcids":["https://orcid.org/0000-0001-7133-5500"]},"institutions":[{"id":"https://openalex.org/I4405277173","display_name":"INTI International College Penang","ror":"https://ror.org/01qq6jf30","country_code":"MY","type":"education","lineage":["https://openalex.org/I4405277173"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Mohd Rushidi Mohd Amin","raw_affiliation_strings":["Centre for Australian Degree Programs, INTI International College Penang, Bukit Jambul, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Centre for Australian Degree Programs, INTI International College Penang, Bukit Jambul, Malaysia","institution_ids":["https://openalex.org/I4405277173"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.618,"has_fulltext":false,"cited_by_count":17,"citation_normalized_percentile":{"value":0.90575528,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":99},"biblio":{"volume":"13","issue":"3","first_page":"560","last_page":"574"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10162","display_name":"Online and Blended Learning","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/student-loyalty","display_name":"student loyalty","score":0.9990000128746033},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9800000190734863},{"id":"https://openalex.org/keywords/e-service-quality","display_name":"e-service quality","score":1.0},{"id":"https://openalex.org/keywords/university-image","display_name":"university image","score":1.0},{"id":"https://openalex.org/keywords/open-and-distance-learning","display_name":"open and distance learning","score":0.996999979019165},{"id":"https://openalex.org/keywords/theory-of-reasoned-action","display_name":"theory of reasoned action","score":0.9850000143051147},{"id":"https://openalex.org/keywords/mediation","display_name":"mediation","score":0.7540000081062317},{"id":"https://openalex.org/keywords/conceptual-framework","display_name":"conceptual framework","score":0.6859999895095825},{"id":"https://openalex.org/keywords/college-students","display_name":"university students","score":0.5580000281333923}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6728697419166565},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6266118288040161},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5569223165512085},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5063518285751343},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4935990571975708},{"id":"https://openalex.org/C14224292","wikidata":"https://www.wikidata.org/wiki/Q13600188","display_name":"Conceptual framework","level":2,"score":0.4902492165565491},{"id":"https://openalex.org/C179420905","wikidata":"https://www.wikidata.org/wiki/Q223871","display_name":"Mediation","level":2,"score":0.4728693664073944},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.43304115533828735},{"id":"https://openalex.org/C13606891","wikidata":"https://www.wikidata.org/wiki/Q2623243","display_name":"Conceptual model","level":2,"score":0.4115754961967468},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.39619365334510803},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.36960548162460327},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3043559789657593},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.29167336225509644},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2367020845413208},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.2264368236064911},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/heswbl-12-2022-0278","doi":"https://doi.org/10.1108/heswbl-12-2022-0278","is_oa":false,"landing_page_url":"https://doi.org/10.1108/heswbl-12-2022-0278","pdf_url":null,"source":{"id":"https://openalex.org/S2764428444","display_name":"Higher Education Skills and Work-based Learning","issn_l":"2042-3896","issn":["2042-3896","2042-390X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core","fnege-4","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Higher Education, Skills and Work-Based Learning","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Quality education","score":0.8996999859809875,"id":"https://metadata.un.org/sdg/4"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":77,"referenced_works":["https://openalex.org/W127588945","https://openalex.org/W1536818370","https://openalex.org/W1576501231","https://openalex.org/W1591842704","https://openalex.org/W1646450819","https://openalex.org/W1814866912","https://openalex.org/W1822965481","https://openalex.org/W1986624246","https://openalex.org/W1997045574","https://openalex.org/W1999684901","https://openalex.org/W2021386797","https://openalex.org/W2023040746","https://openalex.org/W2025696737","https://openalex.org/W2026368098","https://openalex.org/W2033971030","https://openalex.org/W2034075075","https://openalex.org/W2036482572","https://openalex.org/W2040586266","https://openalex.org/W2048361026","https://openalex.org/W2056695936","https://openalex.org/W2066994192","https://openalex.org/W2072045818","https://openalex.org/W2073881677","https://openalex.org/W2077221910","https://openalex.org/W2085764872","https://openalex.org/W2087609059","https://openalex.org/W2091427048","https://openalex.org/W2093332920","https://openalex.org/W2096421376","https://openalex.org/W2098440369","https://openalex.org/W2099078684","https://openalex.org/W2109358427","https://openalex.org/W2110486151","https://openalex.org/W2111771424","https://openalex.org/W2122192803","https://openalex.org/W2122994593","https://openalex.org/W2124599616","https://openalex.org/W2134282611","https://openalex.org/W2148431451","https://openalex.org/W2152119236","https://openalex.org/W2162717050","https://openalex.org/W2252033199","https://openalex.org/W2258506670","https://openalex.org/W2258646925","https://openalex.org/W2270039406","https://openalex.org/W2275610026","https://openalex.org/W2304612999","https://openalex.org/W2316110746","https://openalex.org/W2418507923","https://openalex.org/W2464891214","https://openalex.org/W2475998282","https://openalex.org/W2493576839","https://openalex.org/W2613875249","https://openalex.org/W2625363277","https://openalex.org/W2735433838","https://openalex.org/W2738370566","https://openalex.org/W2787797870","https://openalex.org/W2790085825","https://openalex.org/W2792563013","https://openalex.org/W2796074766","https://openalex.org/W2802200547","https://openalex.org/W2816610088","https://openalex.org/W2890749662","https://openalex.org/W2916352174","https://openalex.org/W2921293910","https://openalex.org/W2924733058","https://openalex.org/W2937012363","https://openalex.org/W2942104101","https://openalex.org/W2954065569","https://openalex.org/W2965275705","https://openalex.org/W2966146348","https://openalex.org/W2981012516","https://openalex.org/W2996827280","https://openalex.org/W3011668158","https://openalex.org/W3113093665","https://openalex.org/W3115499403","https://openalex.org/W3127241478"],"related_works":["https://openalex.org/W7017467046","https://openalex.org/W2518767273","https://openalex.org/W4414148906","https://openalex.org/W2928973792","https://openalex.org/W2507653527","https://openalex.org/W3121034412","https://openalex.org/W1950817886","https://openalex.org/W7101413621","https://openalex.org/W2930200946","https://openalex.org/W4237875656"],"abstract_inverted_index":{"Purpose":[0],"The":[1],"aim":[2],"of":[3,14,35,82,95,101,172,182],"this":[4],"study":[5,43],"is":[6,106,126],"to":[7],"examine":[8],"the":[9,12,33,53,80,93,134,173,177,180,186,198,203],"relationship":[10,54,135,187],"between":[11,55,136,188],"determinants":[13],"student":[15,62,90,121,195],"loyalty,":[16],"i.e.":[17],"service":[18,56,83,109,137,154,189],"quality,":[19,84,86,110,155,157],"e-service":[20,59,85,111,140,156,192],"quality":[21,57,60,112,138,141,190,193],"and":[22,27,58,89,98,113,139,160,165,191],"university":[23,87,114,130,158,183],"image":[24,47,88,115,131,159,184],"in":[25,38,79,163,176],"open":[26,164],"distance":[28,166],"learning":[29,167],"(ODL)":[30,168],"based":[31,99],"on":[32,52,153,185,202],"theory":[34,100],"reasoned":[36,102],"action,":[37],"more":[39],"systematic":[40],"approach.":[41],"This":[42,65,146],"also":[44,127],"examines":[45],"university's":[46],"role":[48],"as":[49,197],"a":[50],"mediator":[51],"towards":[61,120,142,194],"loyalty.":[63,91,122,144],"Design/methodology/approach":[64],"paper":[66,147],"develops":[67],"an":[68,149],"integrative":[69,150],"conceptual":[70,151],"framework":[71,152],"along":[72],"with":[73],"propositions":[74],"by":[75],"integrating":[76],"comprehensive":[77],"literature,":[78],"field":[81],"Through":[92],"review":[94],"detail":[96],"literature":[97,178],"action":[103],"(TRA),":[104],"it":[105,125],"proposed":[107],"that":[108,129],"would":[116,132],"be":[117],"meaningful":[118],"attributes":[119],"In":[123],"addition,":[124],"contended":[128],"mediate":[133],"students\u2019":[143],"Findings":[145],"provides":[148],"students":[161],"loyalty":[162,196],"context.":[169],"Originality/value":[170],"None":[171],"models":[174],"presented":[175],"explore":[179],"mediation":[181],"most":[199],"recent":[200],"research":[201],"subject":[204],"envisages.":[205]},"counts_by_year":[{"year":2026,"cited_by_count":6},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":5}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2023-05-04T00:00:00"}