From service quality to loyalty: The role of satisfaction in international students in South America
In higher education, quality of service has been recognized as an essential element for achieving student satisfaction and loyalty. This study analyzed the influence of service quality on the satisfaction and loyalty of 140 international students from 26 countries, from three South American universi...
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| Autores principales: | , , , , , |
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| Formato: | Artículo |
| Lenguaje: | inglés |
| Publicado: |
2026
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| Acceso en línea: | Enlace permanente (DOI o Handle) Descargar el archivo |
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| _version_ | 1881700515040985088 |
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| author | Jazmin Inaguazo Dania Chavez Carlos Machaca José Eber Paz Vílchez Carlos Marín Harold Mendivelso Carrillo |
| author_browse | Carlos Machaca Carlos Marín Dania Chavez Harold Mendivelso Carrillo Jazmin Inaguazo José Eber Paz Vílchez |
| author_facet | Jazmin Inaguazo Dania Chavez Carlos Machaca José Eber Paz Vílchez Carlos Marín Harold Mendivelso Carrillo |
| author_sort | Jazmin Inaguazo |
| collection | Producción científica |
| description | In higher education, quality of service has been recognized as an essential element for achieving student satisfaction and loyalty. This study analyzed the influence of service quality on the satisfaction and loyalty of 140 international students from 26 countries, from three South American universities. The dimensions of the SERVQUAL showed high internal consistency (a= 0.816-0.892), while Satisfaction (a=0.95) and Loyalty (a=0.902) showed high reliability. The SEM with DWLS estimator showed satisfactory adjustment indices (CFI=0.996; TLI=0.995; RMSEA=0.077), as the quality of the service positively and significantly influenced Satisfaction (b=0.679; R2=0.461), which influenced Loyalty (b=0.889; R2=0.859); on the other hand, quality did not impact it (b=0.055), unlike the high indirect effect mediated by satisfaction (b=0.603); results that confirm how relevant satisfaction is in the formation of institutional loyalty in internationalized contexts. |
| format | Article |
| id | openalex:W7172217836 |
| institution | UPeU |
| language | English |
| publishDate | 2026 |
| publishDateRange | 2026 |
| publishDateSort | 2026 |
| record_format | dspace |
| spelling | openalex:W7172217836From service quality to loyalty: The role of satisfaction in international students in South AmericaJazmin InaguazoDania ChavezCarlos MachacaJosé Eber Paz VílchezCarlos MarínHarold Mendivelso Carrilloservice qualitySERVQUALstudent satisfactioninstitutional loyaltyinternational studentshigher educationmediating effect of satisfactioninternationalization of higher educationCustomer Service Quality and LoyaltyInternational Student and Expatriate ChallengesEducational Outcomes and InfluencesIn higher education, quality of service has been recognized as an essential element for achieving student satisfaction and loyalty. This study analyzed the influence of service quality on the satisfaction and loyalty of 140 international students from 26 countries, from three South American universities. The dimensions of the SERVQUAL showed high internal consistency (a= 0.816-0.892), while Satisfaction (a=0.95) and Loyalty (a=0.902) showed high reliability. The SEM with DWLS estimator showed satisfactory adjustment indices (CFI=0.996; TLI=0.995; RMSEA=0.077), as the quality of the service positively and significantly influenced Satisfaction (b=0.679; R2=0.461), which influenced Loyalty (b=0.889; R2=0.859); on the other hand, quality did not impact it (b=0.055), unlike the high indirect effect mediated by satisfaction (b=0.603); results that confirm how relevant satisfaction is in the formation of institutional loyalty in internationalized contexts.Articlehttps://doi.org/10.32674/vv4ne676https://ojed.org/jis/article/download/9830/4201W7172217836enJournal of International Students2162-31042166-37502026-08-02 |
| spellingShingle | service quality SERVQUAL student satisfaction institutional loyalty international students higher education mediating effect of satisfaction internationalization of higher education Customer Service Quality and Loyalty International Student and Expatriate Challenges Educational Outcomes and Influences Jazmin Inaguazo Dania Chavez Carlos Machaca José Eber Paz Vílchez Carlos Marín Harold Mendivelso Carrillo From service quality to loyalty: The role of satisfaction in international students in South America |
| title | From service quality to loyalty: The role of satisfaction in international students in South America |
| title_full | From service quality to loyalty: The role of satisfaction in international students in South America |
| title_fullStr | From service quality to loyalty: The role of satisfaction in international students in South America |
| title_full_unstemmed | From service quality to loyalty: The role of satisfaction in international students in South America |
| title_short | From service quality to loyalty: The role of satisfaction in international students in South America |
| title_sort | from service quality to loyalty the role of satisfaction in international students in south america |
| topic | service quality SERVQUAL student satisfaction institutional loyalty international students higher education mediating effect of satisfaction internationalization of higher education Customer Service Quality and Loyalty International Student and Expatriate Challenges Educational Outcomes and Influences |
| topic_facet | service quality SERVQUAL student satisfaction institutional loyalty international students higher education mediating effect of satisfaction internationalization of higher education Customer Service Quality and Loyalty International Student and Expatriate Challenges Educational Outcomes and Influences |
| url | https://doi.org/10.32674/vv4ne676 https://ojed.org/jis/article/download/9830/4201 |
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