{"id":"https://openalex.org/W4384200565","doi":"https://doi.org/10.1504/ijkl.2023.132160","title":"Critical factors of service quality in higher education services and their impact on overall service quality, student satisfaction and student loyalty","display_name":"Critical factors of service quality in higher education services and their impact on overall service quality, student satisfaction and student loyalty","publication_year":2023,"publication_date":"2023-01-01","ids":{"openalex":"https://openalex.org/W4384200565","doi":"https://doi.org/10.1504/ijkl.2023.132160"},"language":"en","primary_location":{"id":"doi:10.1504/ijkl.2023.132160","doi":"https://doi.org/10.1504/ijkl.2023.132160","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijkl.2023.132160","pdf_url":null,"source":{"id":"https://openalex.org/S198198063","display_name":"International Journal of Knowledge and Learning","issn_l":"1741-1009","issn":["1741-1009","1741-1017"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-3","vabb-shw"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Knowledge and 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/A5041481273","display_name":"Tohid Kachwala","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I226983648","display_name":"Narsee Monjee Institute of Management Studies","ror":"https://ror.org/04qksbm30","country_code":"IN","type":"education","lineage":["https://openalex.org/I226983648"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Tohid Kachwala","raw_affiliation_strings":["School of Business Management, NMIMS University, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business Management, NMIMS University, India","institution_ids":["https://openalex.org/I226983648"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5027909399","display_name":"Dinesh B. Panchal","orcid":"https://orcid.org/0000-0003-4913-001X","observed_orcids":["https://orcid.org/0000-0003-4913-001X"]},"institutions":[{"id":"https://openalex.org/I165831266","display_name":"Nirma University","ror":"https://ror.org/05qkq7x38","country_code":"IN","type":"education","lineage":["https://openalex.org/I165831266"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Dinesh Panchal","raw_affiliation_strings":["Institute of Management, Nirma University, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Management, Nirma University, India","institution_ids":["https://openalex.org/I165831266"]}]},{"author_position":"last","author":{"id":null,"display_name":"Pradeep Pai","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I226983648","display_name":"Narsee Monjee Institute of Management Studies","ror":"https://ror.org/04qksbm30","country_code":"IN","type":"education","lineage":["https://openalex.org/I226983648"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Pradeep Pai","raw_affiliation_strings":["School of Business Management, NMIMS University, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business Management, NMIMS University, India","institution_ids":["https://openalex.org/I226983648"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.308,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.59833443,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":93,"max":95},"biblio":{"volume":"16","issue":"3","first_page":"290","last_page":"315"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"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":0.9984999895095825,"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/T13929","display_name":"Educational Outcomes and Influences","score":0.0007999999797903001,"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"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.00019999999494757503,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9160000085830688},{"id":"https://openalex.org/keywords/higher-education-services","display_name":"higher education services","score":0.9980000257492065},{"id":"https://openalex.org/keywords/student-satisfaction","display_name":"student satisfaction","score":0.9900000095367432},{"id":"https://openalex.org/keywords/student-loyalty","display_name":"student loyalty","score":0.996999979019165},{"id":"https://openalex.org/keywords/tangibles","display_name":"tangibles","score":0.8650000095367432},{"id":"https://openalex.org/keywords/academic-competence","display_name":"academic competence","score":0.9990000128746033},{"id":"https://openalex.org/keywords/university-reputation","display_name":"university reputation","score":0.781000018119812},{"id":"https://openalex.org/keywords/service-delivery","display_name":"service delivery","score":0.906000018119812},{"id":"https://openalex.org/keywords/graduate-programs","display_name":"graduate programs","score":0.8880000114440918},{"id":"https://openalex.org/keywords/student-expectations","display_name":"student expectations","score":0.47999998927116394},{"id":"https://openalex.org/keywords/higher-education-in-india","display_name":"Indian higher education","score":0.5989999771118164}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7197348475456238},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.7191814184188843},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.606923520565033},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.582927942276001},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5324407815933228},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5222662091255188},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.5019268989562988},{"id":"https://openalex.org/C120912362","wikidata":"https://www.wikidata.org/wiki/Q136822","display_name":"Higher education","level":2,"score":0.46323105692863464},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1959831714630127},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.16827526688575745},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.10496750473976135},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.06164535880088806},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","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":2,"locations":[{"id":"doi:10.1504/ijkl.2023.132160","doi":"https://doi.org/10.1504/ijkl.2023.132160","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijkl.2023.132160","pdf_url":null,"source":{"id":"https://openalex.org/S198198063","display_name":"International Journal of Knowledge and Learning","issn_l":"1741-1009","issn":["1741-1009","1741-1017"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-3","vabb-shw"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Knowledge and Learning","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:ids:ijklea:v:16:y:2023:i:3:p:290-315","doi":null,"is_oa":false,"landing_page_url":"http://www.inderscience.com/link.php?id=132160","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Quality education","score":0.975600004196167,"id":"https://metadata.un.org/sdg/4"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2465765140","https://openalex.org/W2403515232","https://openalex.org/W4375845101","https://openalex.org/W2605261746","https://openalex.org/W2418507923","https://openalex.org/W3107103662","https://openalex.org/W4405875576","https://openalex.org/W2971600833","https://openalex.org/W3170789949","https://openalex.org/W7212136081"],"abstract_inverted_index":{"Globalisation":[0],"of":[1,25,72,104],"knowledge":[2],"compels":[3],"Indian":[4],"higher":[5,32,89,160],"education":[6,33,90,161],"institutes":[7],"to":[8,41,64,100],"improve":[9],"their":[10],"quality.":[11,137],"Quality":[12],"at":[13],"an":[14,38],"affordable":[15],"price":[16],"will":[17],"be":[18],"the":[19,26,70,84,88,93,96,102,107,114,134,139],"critical":[20],"determinant":[21],"for":[22,69,92],"students'":[23,29],"selection":[24],"university.":[27],"Understanding":[28],"expectations":[30],"in":[31,159],"services":[34,91],"becomes":[35],"vital":[36],"as":[37],"operations":[39],"strategy":[40],"retain":[42],"existing":[43],"students":[44],"and":[45,80,111,117,130,151],"entice":[46],"potential":[47],"students.":[48],"An":[49],"extensive":[50],"literature":[51],"survey":[52],"proposes":[53],"a":[54,66],"scientific":[55],"model":[56,68],"using":[57],"structural":[58],"equation":[59],"modelling":[60],"(in":[61],"IBM":[62],"AMOS)":[63],"develop":[65],"path":[67],"antecedents":[71,105,125],"service":[73,76,109,136,145],"quality,":[74,77],"overall":[75,108,135,144],"student":[78,81,118,149,154,157],"satisfaction":[79,116,150,158],"loyalty.":[82,119],"Using":[83],"sample":[85],"data":[86],"from":[87],"postgraduate":[94],"program,":[95],"analysis":[97],"was":[98],"done":[99],"evaluate":[101],"influence":[103,133],"on":[106,113],"quality":[110,146],"further":[112],"student's":[115],"The":[120],"result":[121],"indicated":[122],"that":[123,143],"four":[124],"(tangibles,":[126],"academic":[127],"competence,":[128],"reputation":[129],"delivery)":[131],"positively":[132],"Further,":[138],"study":[140],"also":[141],"found":[142],"directly":[147],"influences":[148,153],"indirectly":[152],"loyalty":[155],"through":[156],"services.":[162]},"counts_by_year":[{"year":2025,"cited_by_count":2}],"updated_date":"2026-09-29T14:09:16.559479","created_date":"2023-07-14T00:00:00"}