Quality of Educational Services, Institutional Image, Students' Satisfaction and Loyalty in Higher Education

In today’s increasingly competitive higher education environment, concepts such as perceived quality of educational service, institutional image, students’ satisfaction and students’ loyalty have become of strategic concern in both public and private universities. The objective of this study is to investigate whether the perceived Quality of Educational Services and University Image influence students’ overall Satisfaction with their university experience, and to examine the possible consequences of these relationships on students’ Loyalty. For this purpose, several hypotheses were formulated and tested using a structural equation model. Data were collected through a web questionnaire handed out to 14,870 students enrolled at the University of Pisa.