ABSTRACT

While higher education service quality (HESQ) has emerged as a key determinant of sustainable competitive advantage for universities, its impact on important student outcomes such as student satisfaction, attachment, engagement, and loyalty, remains under-researched. Based on the extant literature, the current study seeks to assess the impact of HESQ on student satisfaction, attachment, engagement, and loyalty. Using a sample of 293 tourism and hospitality students at a Malawian public university, the study employed partial least squares (PLS) structural equation modelling to examine the relationships. Results showed that HESQ positively influences student satisfaction, engagement, and attachment. In turn, school attachment had a positive influence on engagement and satisfaction. In addition, student satisfaction positively influenced student loyalty. The results failed to support the significant impact of engagement on satisfaction and student loyalty, nor of attachment on student loyalty.

摘要

虽然高等教育服务质量 (HESQ) 已成为大学可持续竞争优势的关键决定因素，但其对学生满意度、依恋、参与度和忠诚度等重要学生成果的影响仍未得到充分研究。根据现有文献，当前的研究旨在评估 HESQ 对学生满意度、依恋、参与度和忠诚度的影响。该研究以马拉维一所公立大学的 293 名旅游和酒店专业学生为样本，采用偏最小二乘法 (PLS) 结构方程模型来检验这些关系。结果表明，HESQ 对学生满意度、参与度和依恋度有积极影响。反过来，学校依恋对参与度和满意度有积极影响。此外，学生满意度对学生忠诚度有积极影响。结果未能支持参与对满意度和学生忠诚度的显着影响，也不支持依恋对学生忠诚度的显着影响。